Ruling
Found for the Casino - This player has been triggering bonus features while playing with a bonus then force closing games, a practice that is prohibited by bonus terms.
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Player's Complaint
Hey,
I am contacting you in the sense that you could help me out.
Let me tell you what has happened.
28th of January I deposit 50 € to Kaboo and claim the welcome bonus. After I hit a decent balance I start collecting bonuses from different slots or so called 'bonus hunting'. I will try to explain this below.
I will use the word 'bonus' for both free spins and bonus since they mean the same thing in this case.
Some people like to call this 'bonus hunting'. The idea is to collect bonuses from slots for fun. Once you get a bonus from a slot you close the game and move to next one. The bonuses will be saved till you open the slot next time. Once you've decided that you have enough bonuses you start opening them one by one.
Once I had collected enough bonuses I started opening them (this is very important: at the time I still had wagering left). After going back to the slots I noticed that some of the bonuses were missing. My first thought was that they were automatically opened since this has happened to me before on different casino. I went through every slot and some of them had kept the bonus. Once I had opened all of the ones that I was able to, I finished my wager.
After 2 weeks of emailing the casino it turned out that the bonuses were actually bugged and I did not receive winnings nor could I open them at the time.
The casino later restored the bonuses but they said that they can't pay the winnings of the bonuses because I am breaking a rule that states: 'Winnings from free spins or bonus actions when the action is started with bonus funds but completed after the bonus is redeemed, lost or lost will be forfeited. '.
This is what comes to me as an insanity. How was I supposed to know that their site wasn't working properly. How can they turn this to my fault.
I haven't contacted them since that message because it seems they have made up their mind.
5 Responses
Hi kappe156 - welcome to ThePOGG.com.
Before we go any further - triggering bonus features and delaying their play is a high-risk strategy that is likely to result in you experiencing issues with the security department at any casino operator.
You triggered these bonus rounds while playing with bonus funds. Have you subsequently completed the bonus requirements? Had you completed the bonus requirements before contacting the operator about this issue?
Thanks,
ThePOGG
I still had wagering left when I started opening them. After I had opened all of them I completed the wager. I thought some of the bonus rounds were automatically opened. I only realized after I had completed the wagering that some of the bonus rounds did not in fact pay and contacted the operator.
Hi there,
While I appreciate you may have misunderstood what was going on, you have ended up doing something that is a classic abusive use of a bonus, you are in breach of terms and the operator is not at fault for this.
There is nothing we can do to help you with this matter.
ThePOGG
I opened every slot I had played before completing the wager. It is their sites' fault that they were not payed out properly.
Hi kappe156,
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No, it is not the operator's fault. By force closing games before the bonus features have played out naturally - as intended by the game's design - you have been artificially creating a situation the games were never intended to manage. There are protocols in place to manage this when it happens due to a technical fault, but these are unlikely to account for someone actively trying to create this fault over and over again on lots of different games. The reality here is that this is has come about specifically because you were engaged in behaviours that no operator intends to facilitate, not because of any failure on the operator's part.
ThePOGG
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