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Mad money casino says i did not complete the bonusterms because i did not finish the freespins. I wagered the whole bonus and did not break any terms max bet was 3 euro and i did not go above that. The problem is (as provided in screenshots) that the game where the freespins was going to be played do not exist on the casino (or the provider Pragmatic play). I checked in my bonus history and there it says that the bonus is wagered. So, it was not possible to access the game and play the freespins and on the site it said that it was wagered.

Dear Royal75,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hi,

As you can see they have denied payment and refer to breach of bonus terms. That is what i am questioning, because there where no freespins for me to play.

Thank you for your reply, Royal75. Unfortunately, for some reason, I am not able to download any of your attachments. Would you be so kind as to forward them to me via email? My email address is kristina.s@casino.guru. Thank you in advance.

I have sent you an email now

Hi again Kristina,

Is there any news?

Did you contact the casino when you noticed that the specific game is missing? If there is any relevant communication between you and the casino, please forward it to my email address (kristina.s@casino.guru).

Hi Kristina,

Thank you for your response. I have emailed you now (2 emails). If you need something else, please contact me again. I have alot of screenshots.

Did you get my emails?

Hi again Kristina,

Have you had a chance to look at my emails?

Royal75, I checked the bonus T&Cs and I found this:

"The bonus amount is subject to a 35x wager play-through requirement and free spins 20x wager play-through requirement before the deposit, bonus amount and any winnings can be withdrawn. Forfeiting this bonus will result in this bonus and any subsequent winnings associated with this bonus to be removed. If the free spins are not available in your region, visit live chat for a substitution."

Could you please advise if you contacted the live chat when you found out the game was not available to you?

I went in there but it was just bot chat that couldn't get info out of

Jag gick in där men det var bara robotchat som inte gick att få ut info från

And then I looked under my active bonuses (no bonuses availble) and under history where it clearly states with a picture that the whole bonus i wagered. This is very misleading. (se the attached pictures)

Thank you very much Royal75 for your cooperation. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Ok

Hi Royal75,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

This player has already filed a complaint against our license weeks ago in which we responded to them. As the player violated the terms of the bonus he claimed, it was clear to our governing license the decision we made to remove his wins was correct. They informed the player of the violation of the terms and no further action was done. The response sent to our license is also here for a clear explanation;

Here is the information regarding this player and the decision to remove his wins. The player has violated our Terms and Conditions of a bonus he claimed. By doing so, his subsequent wins achieved with money from this bonus were voided.

This player made 1 deposit and claimed our 1st Deposit Bonus. The Terms and Conditions of this bonus can be found on the actual bonus by clicking Read The Terms. They are also found on our Promotions Page where we advertise the 1st Deposit Bonus. These terms are not hidden, are easy to find, easy to understand, posted in multiple areas and not predatory to trick players. We have had these terms on our 1st Deposit Bonus for 3 years and no one has ever had an issue or questioned them. And I cannot think of any instance that we have had to enforce this situation. So this supports the notion that our terms are clear and easy to understand for the players. 

The bonus that was claimed is a 125% match + 150 free spins. This is 1 bonus that is activated with 1 deposit. Both the bonus money and free spins have a wager. To complete the bonus, both wagers must be completed. The bonus has a 15x max win. To avoid players trying to bypass this max win, we require both the bonus wager and free spins wager to be completed. You cannot withdraw money from the match bonus and save the free spins to play afterwards. If a player wagers the bonus money, they must keep the balance in their account, use the free spins and then use their current balance to wager the free spins. Once both wagers are met, the bonus is considered complete and is limited by the 15x max win. At this time, the wins are considered Real Balance and the player is free to continue to gamble or withdraw. 

The exact wording is as follows: 

"Once the bonus has been redeemed, players must meet the play-through requirements before being able to redeem another bonus offer. Only activity following the bonus code redemption counts towards fulfilling the rollover requirements.

The bonus amount is subject to a 35x wager play-through requirement and free spins 20x wager play-through requirement before the deposit, bonus amount and any winnings can be withdrawn. Forfeiting this bonus will result in this bonus and any subsequent winnings associated with this bonus to be removed. If the free spins are not available in your region, visit live chat for a substitution."

What is important to note is the 35x wager play-through on the bonus money AND 20x wager play-through on the free spins BEFORE the deposit, bonus amount and ANY winnings can be withdrawn. Also very important is if the free spins are not available in the players region, they need to request a substitution. 

This bonus has a 7 day expiration, so the player has ample time to complete the bonus and contact us when they need a replacement game for the free spins. It is also very clear that in order to complete the bonus, you must complete both the 35x wager and 20x wager. This is not optional.

In this case, the player completed the 35x wager only. He did not use or complete the wager on the free spins. He never contacted our team via live chat or email us for a replacement on his free spins. By not completing the 20x wager, he did not complete the bonus or fulfill the terms of the bonus. If he would have used the free spins, he would have had an unfinished bonus in his profile. 

Since the player did wager the bonus money, he took this money and continued to play slots and achieved a 26,000 win. This 26,000 win is considered void and forfeited as it was achieved with money from an incomplete bonus. The bonus is incomplete as he did not use his free spins or complete the 20x wager on the free spins. If he would have completed the free spins and 20x wager associated with them, the timing of his gameplay that resulted in the 26,000 win would have been different and the algorithms associated with those slots and wins would have been different and not resulted in him earning that win. 

So when looking at the full scenario, we had to backtrack to where the first violation occurred. This first violation was not completing both wagers of the bonus he claimed. And our terms are very clear that by not doing so, the result is the bonus and any subsequent wins associated with this bonus will be removed. And by removing these wins, all gameplay following this time is null and void. 

This answer from the casino i believe is against all fair play. They also delayed their denial of payment with 9 days before telling me this excuse not to pay me my winnings. I contacted the casino several times during that week asking about my withdrawal and they just delayed to answer until it had gone more than 7 days.

And what about this interview: https://chipy.com/news/chipy-s-exclusive-interview-with-jeff-operations-manager-at-mad-money-casino?fbclid=IwAR2xP-kk40q_izSMNfhYy1WscTnx0VtsQFInlE2bCjwupMVr_zkCQ0lj82Y

Interview with your "Jeff", Operations Manager at Mad Money Casino. He states "Our established players know we are fair and look at each situation objectively regardless of what our terms and conditions state." So this is fair you think?

And if you look at this screenshot i had well above the max 15x payout. If the freespins that was worth a total of 15 euro had been available, I would have easy wagered them.

Hi Jozef,

Are there any news?

Hi Royal75,

thank you very much for your patience, I am sorry that it took so long, but I was evaluating all the information provided. Please, could you forward me all the evidence (emails, chat transcripts) you had with the casino support about your withdrawal?

jozef.k@casino.guru

Hi,

I have sent you the emails that i sent to the casino during the week after my withdrawal that did not get answered. I also sent you the email they sent to me 9 days after my withdrawal where they denied my payment. I guess they did so to make sure that the 7 days for the bonus had passed.

Dear Mad Money Casino team,

thank you very much for your cooperation and explanation of the issue.

We have finished with detailed evaluation of the case, and we consider the player's complaint as justified. I fully understand that the bonus conditions are clear and protect your point of view. But, we believe the situation could have been handled better. Based on the information provided, the player has fully managed to wager bonus amount, free spins have not been received because the game was not available in his residence country, but in the system it was showing that bonus was wagered, so it is understandable that he requested withdrawal. Two days after the withdrawal, he contacted your support, next day again, and he only received a reply after 4 days from initial email when the bonus was already expired. He tried to contact your live chat but last days I have personally tested your live chat, and even I can confirm that agent is not always available, so I am not surprised that he wrote you the emails. I am convinced that a player would never intentionally risk loosing 26,000EUR, and I am sure that if he knew about the specific condition, he would certainly spam you in order to get those spins.

Concluding the information above, we are convinced the player deserves at least some kind of compensation. The best solution would be to reset his account to the state when he requested withdrawal, just providing him with the free spins, and letting him to fully finish the bonus received.

May I kindly ask you to reevaluate your position, or is it final?

Hello,

Thank you for your reply. As stated prior, this case has already been brought to the attention to our license who confirmed our terms were violated and winnings cut was justified. That being said our decision is final.

Thank you

Mad money casinos license only listen to mad moneys argument and did not reply when i sent them the evidence, so that has not been investegated at all from any of my evidence.

I have now sent an email to Mad money casino of what I think is a fair amount to compensate me with. I will update here if i get a response today.

Since the casino team has made their final decision, but it differs with our position, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear Royal75,

I am very sorry, we do believe that this situation could have been prevented or at least the issue could have been handled better. I am convinced that our position is clear in my previous post. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

In further review of the bonus use, in good fairness the player is being given replacement spins and his original bonus balance back so he can complete the bonus. He will be bound to the original T&C of the bonus and allowed to finish.

Ok. What is the replacement spins on and what do you mean with original bonus balance?

I have now requested a withdrawal and I would like this complaint to be open until I have received all the money. I will update here. When I receive it you can close my complaint, and I hope it will be solved quickly.

Mad money casino, can you give me an update regarding the withdrawal i made yesterday. It would be nice to finish this complaint now.

This matter with the bonus terms violation has been satisfied and the player has completed the bonus. His withdrawal will be paid as per our terms and conditions which for 1st deposit bonus is 500 per week and the first withdrawal being paid within 7 days. This complaint can be closed and the player will receive his wins.

Dear Royal75,

please, could you confirm the casino statement?

I am waiting for withdrawals they have not been processed yet. The withdrawals where made last wedensday.

It has now been over 7 days since my withdrawal. Mad Money Casino can you give me a update?

Dear Royal75,

based on the communication you had with the casino team, it is clear that we are very close the the resolution. I am extending the timer by 7 days.

Hi Royal75,

have you received the amount?

I have received 500 euro this far so i am waiting for the rest.

Dear Royal75,

we solved the initial issue and now it is just about withdrawing the amount. Do you need further assistance, or can I close the case?

I am waiting for a response for a withdrawal that is supposed to be processed today, but if everything goes as planned, then you can close this case

Hello,

The second payment was sent today! We apologize for the delay, the player will continue to receive weekly payments.

Thank you

Dear Royal75,

Thank you for using the Casino Guru complaint resolution center. Concluding the information above, I will now mark your case as 'resolved' in our system.

Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards, Jozef

jozef.k@casino.guru