Joined: 7/2/2011(UTC) Posts: 611 
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Hi Followers, We have news from GG today ! On Gambling Grumbles is a very interesting report where Dorothy from Texas deposited $50 to take a 777% sticky deposit bonus with a max 10x deposit cashout cap and a wagering requirement of 25x (bonus + deposit). If I'm reading the report correctly, what happened is that Dorothy completed the wagering requirement with more than $888 in her balance but she been paid only $112 because the casino somehow thought that the sticky bonus must be removed from the maximum she was allowed to withdraw, which was agreed before depositing ! Their way of solving the matter was, instead of admitting they failed at math, to come up and say "we decided to waive the bonus deduction" and pay Dorothy the remainder up to $500. -- Well, how on Earth they did waived the bonus deduction in this case ?? My math says, had they done that, they would have paid Dorothy her balance in full (whatever that was), but at least $888 !!! Keep it Safe, Constantin
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Joined: 5/18/2010(UTC)
Posts: 49
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No, what happened was this:
1. She deposited $50.
2. By the time she finished her playthrough she had $888. The T&Cs said that the bonus would be removed at the time of cash out.
3. The T&Cs for her bonus also said she could collect a maximum of 10x her bonus ($500).
4. She was advised by a customer service rep to contact the casino and have the bonus removed as soon as she finished her playthrough. She did, the CSR removed the $388 and she was left with the $500, which she then withdrew.
5. When processing the withdrawal the casino again removed the $388 and sent her $112.
6. She complained, the casino sent her $100 as a goodwill gesture.
7. She wrote to Gambling Grumbles, GG wrote to the casino, and the casino reinstated the second $388 which had been removed (minus the $100 good will gesture) and sent her the remaining $288. This meant that she collected the full $500 to which she was entitled.
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Joined: 7/2/2011(UTC) Posts: 611
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Originally Posted by: SteveRusso  No, what happened was this:
1. She deposited $50.
2. By the time she finished her playthrough she had $888. The T&Cs said that the bonus would be removed at the time of cash out.
3. The T&Cs for her bonus also said she could collect a maximum of 10x her bonus ($500).
4. She was advised by a customer service rep to contact the casino and have the bonus removed as soon as she finished her playthrough. She did, the CSR removed the $388 and she was left with the $500, which she then withdrew.
5. When processing the withdrawal the casino again removed the $388 and sent her $112.
6. She complained, the casino sent her $100 as a goodwill gesture.
7. She wrote to Gambling Grumbles, GG wrote to the casino, and the casino reinstated the second $388 which had been removed (minus the $100 good will gesture) and sent her the remaining $288. This meant that she collected the full $500 to which she was entitled. Thank You, Yes, I believe I got this story correct. Dorothy had $888 after completing the rollover requirement. She should have been entitled to a $500 payout but she only been paid $112 initially (by having her sticky bonus removed twice instead of once). She tried to resolve the matter with casino's Support/Finance Department but only got $100 more paid as a good will gesture (to me that seemed a further try on the casino's side to still unfairly deplete Dorothy of some of her money, more precisely $288). What I was pointing was that the casino said " In order to resolve this matter ... will waive the bonus deduction of $388". - NO ! They did not waived anything ! What they did was just to correct the double deduction, nothing more. Had they waived the bonus deduction rule (basically changing the bonus from sticky to non-sticky), then Dorothy's balance should have been reinstated to $888, less the amount already paid. And the remainder be available for withdrawal in her account. But they did waived nothing, just corrected their math failure by no longer deducting the bonus twice. And no, there was no "$100 good will gesture" at all. Had there been any, Dorothy should have in the end pocketed $600 in total. ($500 as per the Terms & Conditions of the bonus she took + the $100 "good will" gesture). - Isn't that right? Kind Regards,
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Joined: 12/2/2011(UTC)
Posts: 290
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Well, all I can say about this crazy math mix up is that "All's well that ends well." I'm really happy Dorothy got her money and very grateful for the mediation that Gambling Grumbles provides. Katt Edited by user Saturday, August 19, 2017 5:25:36 PM(UTC)
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 1 user thanked kattboots for this useful post.
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