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usstrongbow
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16 December 2014 - 2:35pm

Crappy Bonus Terms

5 replies • Last post

I am a bit cheesed off at Uptown Aces, as they ended up canceling out some winnings that I had there recently on a technicality.

I ended up getting 150 free spins and won about $175. That money had a 10x rollover which is really good. I ended up getting through the payline by making some large bets on slots, and ended up finishing up $479. The casino then cancelled out my winnings by telling me that I violated terms of the bonus by exceeding the maximum amount wagered per spin. Apparently the max bet on these bonuses is $6.25, which I did violate.

HOWEVER

The terms and conditions of these bonuses is very vague when you claim the bonus, and the cashier section where they normally spell out the terms did not have anything about max wagers. I was only informed of my violation by the customer service team, and then I had to look deep into the casino's terms and conditions on a completely unrelated page to find this rule.

That is unfortunate, and ruins any chance that this otherwise decent casino has of me ever coming back to play again. Stop

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auCL-Ed
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17 December 2014 - 12:50am
#1

Ugh I hate that. The rules are the rules so you can't really argue them. But the worst thing is you have been done in by a technicality and a rule that is not enforced by the software itself. If they want to enforce a $6.25 bet limit then fine, adjust the software so that you can't possibly place a bet bigger than this while you have the bonus conditions still enforced. Same deal with disallowed games. It should be a simple fix.

I'm sure you can guess why RTG don't do this though. It allows players to put themselves in a no-win situation, just like you discovered.

I'll pass this on to the guys there and see if they can do anything about it. But I'm not confident they will TBH.

1 member gave thanks for this useful post: barbadosslim93

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auCL-Ed
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18 December 2014 - 10:11pm
#2

strongbow, I have been in contact with the guys at Uptown Aces and I have some great news. They have agreed to pay your winnings and you can cash out whenever you like.

They have also agreed to raise the issue with RTG to see if they can have the limits applied in the software to prevent any of this from happening. Ultimately it is not their call as RTG controls the operation of the software but they will at least try.

A big thanks to the casino staff for this one, because strictly speaking they were under no obligation to pay it. Merry Christmas!

3 members gave thanks for this useful post: belaff, CL - klaw, horseplayer

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usstrongbow
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18 December 2014 - 10:26pm
#3

Wow, that is great news! I know this was a bit of a mixup, but I am VERY happy to see my full amount back in my account. I have initiated a payout and will let you know of the progress. Thanks again to the CL staff and Uptown Aces for making this right!

I think I will be going back to play there now. Smile

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usstrongbow
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23 December 2014 - 5:53pm
#4

Uptown Aces really did come through! After submitting identity documents earlier this weekend, they confirmed them on Saturday night, authorized payment on Sunday morning, and I got my check through Fedex on Tuesday morning!

Great job guys. I know this was a misunderstanding, and I will definitely be coming back to play more.

1 member gave thanks for this useful post: CL-Ed

auCL-Ed
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23 December 2014 - 10:03pm
#5

Good to hear you had a happy ending.

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