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usnewflorida
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13 September 2015 - 9:30am

The Case of the Vanished Bonus

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This weekend I had a weird bonus experience at Slots Capital and I wonder if anyone has experienced a similar situation.

I deposited $35 and used a 200% bonus. When I cleared wagering requirements, I had $280 left in the account and asked for a withdrawal. The following day, I noticed that I only had $206 in the account. I canceled my withdrawal request and emailed them to ask about the $74 that disappeared.

They emailed back to say that I had "A "sticky" bonus which is a bonus that can be bet, but can never be withdrawn."

I said fine, but since I cancelled my withdrawal request, the $74 should be back in my account.

They emailed to essentially say that they are not putting the $74 back. Below is their explanation why the $74 cannot be in my account:

"Once the promotion has been completed it would be removed. You would no longer be able to play that specific promotion. Please note reversing your withdrawal request does not mean you would have gotten back the promotion. "

ushope777
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13 September 2015 - 11:45pm
#1

That has never happened to me. Anxious to hear what CL-Ed says about this one.

Hope777

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auCL-Ed
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14 September 2015 - 12:19am
#2

I have never done that myself and I have never heard of it happening before. I guess that completing the wagering requirements and submitting the withdrawal signifies your acceptance that the bonus is done with.

Despite what they said (and its a common mistake), the bonus isn't really "sticky". I'd call it non-cashable or "phantom". The term "sticky" used to describe a bonus that you could not withdraw but would stay in your account until you lost it. They used to be great bonuses because once you finished the wagering requirements, you could submit a withdrawal then be left with the bonus balance. Then you would play again and anything you won would be immediately cashable so you submit another withdrawal for the winnings, then repeat. Obviously they don't want you doing that so that's why they aren't giving you back the bonus.

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nlnelsnik
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14 September 2015 - 12:36am
#3

If i'm Right is this not the same system you will experience when you take those Wager free bonuses, which some casino's have? people think they get 50 euro extra money for nothing for example, but you do play with 100 euro, and if you win 200 euro then you withdrawal will be 150 since they take the bonus money off? looks as a familiar system.

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auCL-Ed
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14 September 2015 - 12:54am
#4

Yes that is exactly what has happened.

I was just describing what a "sticky" bonus is, and you almost never see them anywhere any more.

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nlnelsnik
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14 September 2015 - 1:05am
#5

exactly! only really some times on RTG casino's only but maybe cause to much problems and therefore they quit with it;)

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usnewflorida
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14 September 2015 - 2:14am
#6

I still think that they should not have taken the money from my account. Also, they should not be calling the bonus "Sticky Bonus' if it is not.

auCL-Ed
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14 September 2015 - 2:36am
#7

That is a common mistake that lots of casinos and gambling websites make. They call any non-cashable bonus "sticky" even though it doesn't "stick" when you withdraw. Most people wouldn't know the difference and assume sticky = non-cashable. Real sticky bonuses are unheard of these days.

To back up my point Wikipedia says this on the subject:

Quote:

Non-cashable bonuses may be called "sticky" or "phantom" bonuses. In both cases, the bonus forms a part of the player's balance, but cannot be cashed out. The difference comes at cashout time. A phantom bonus disappears when the player cashes out, while the sticky bonus 'sticks' to the player's account until it is lost.

The Slots Capital terms say this:

Quote:

15. Any bonus of 100% or more is sticky and non cashable.

So I agree with you. Seeing as their own terms say the bonus is sticky and customer support say it is sticky, it should never have been removed from your balance in the first place. I have no doubt that they never intended this to be the case and they really intended their bonuses to be "phantom". The fact that whoever wrote the rules clearly doesn't understand what "sticky" means in this context is immaterial. It is in their rules. They should follow them just as they expect players to follow them to the letter to get paid.

I have emailed one of the guys there to see if I can get a comment.

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usnewflorida
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14 September 2015 - 3:31am
#8
CL-Ed wrote:

I have emailed one of the guys there to see if I can get a comment.

Ed, thanks for explaining these types of bonuses for us. It seems that it was a phantom bonus that I received even though they told me that it was sticky. In any event, this is the first time that I have ever encountered a bonus like that in all of the casinos that I have played so far. I must say that is not the usual practice.

Let us know what they say.

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17 September 2015 - 1:18am
#9

I got an auto-responder saying that the guy I contacted is on holiday until the end of the week and the message would be passed on to someone else. So I'm still waiting on this one.

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usnewflorida
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17 September 2015 - 1:41pm
#10
CL-Ed wrote:

I got an auto-responder saying that the guy I contacted is on holiday until the end of the week and the message would be passed on to someone else. So I'm still waiting on this one.

Ha Ha. Maybe the casino is using my vanished bonus money to pay for his holiday. Just joking. I should not have assumed bad actions on their part. Since there is no holiday this week in Europe or in the US, maybe they gave him the week off to go solve the Syrian refugee crisis and needed to keep the bonus money for that.

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24 September 2015 - 1:11am
#11

Ok so they are looking into this. I had to explain the meaning of "sticky". It seems whoever wrote the terms doesn't really understand what it means in the context of bonuses. They are looking into your account specifically too.

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usnewflorida
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24 September 2015 - 6:37am
#12
CL-Ed wrote:

Ok so they are looking into this. I had to explain the meaning of "sticky". It seems whoever wrote the terms doesn't really understand what it means in the context of bonuses. They are looking into your account specifically too.

I hope they fix their rules. I am not an expert in casino parlance and only know when something is afoot, due to my experience at other casinos. However, people like yourself know and casinos should avoid taking actions that are in contravention with their rules. It was only $74 but it sure seemed unfair. Thanks Ed for teaching us and advising them on this issue.

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26 September 2015 - 12:48am
#13

Ok they should have credited you with some money. I am still working on getting them to understand why they can't call their bonuses sticky.

2 members gave thanks for this useful post: hope777, newflorida

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26 September 2015 - 12:57am
#14
CL-Ed wrote:

Ok they should have credited you with some money. I am still working on getting them to understand why they can't call their bonuses sticky.

That is really incredible. You should understand terms in your own rules, I would think? I don't know

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usnewflorida
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26 September 2015 - 7:55am
#15
hope777 wrote:

That is really incredible. You should understand terms in your own rules, I would think? I don't know

Hi Hope777, it has been awhile. I see that you are following what Ed is doing. I hope they listed to Ed on this. I hope you are well.

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