I was in bonus funds the other day and made a really silly error. This is the email I sent to the casino
Hello and good evening, I am just dropping you an email to seek your assistance with a problem I had encountered with a bonus granted to me on 22nd July 2020 following an email from xxxx(name redacted) received earlier today.
I had already contacted support and sent a few messages. This shortened version of the issues I had may prove a little easier for you to follow.
After having completed over half of the required wagering I selected a slot that I had never played before called Gods of Gold. I generally play slots at no more than £2 a spin and often at a much lower stake.
During the wagering to that point the vast majority of spins were at a £1 value. It was early in the morning at around 4am and I selected the new slot and, I thought, the correct stake only to notice after ten spins that I had selected the coin value as opposed to the total bet, at £1 in error. I was horrified at my error and immediately contacted live chat for support and asked them to log the issue.
I can only say in my defence that it was an unintentional mistake and I realise that this is against the terms normally applied to bonus funds where there is a £5 cap. I am absolutely guilty of carelessness though not of intentional bonus abuse. Furthermore, at the time of my mistake I had amassed a balance of £1,458 with only around 45% of the wagering to complete. I was in a happy place!
There is no reason other than my carelessness that would have caused me to intentionally raise the bet to £20 per spin as the repercussions, whether the spins were successful or not, would be hazardous and would almost undoubtedly result in the cancellation of my bonus funds. I tried to make this point, albeit poorly, in the early hours of the morning of 23rd July and in a subsequent email. I have subsequently completed the wagering and am now sitting with a cash balance of £1,341. I am however conscious that £200 of the required wagering was completed by the ten spins at £20. Whilst these spins resulted in an overall loss of £92 and did not boost my cash balance they did nonetheless accelerated the completion of the required wagering.
I do not want to attempt to cash out this balance as I feel this would be unfair on the casino and would in any event probably result in an automatic forfeiture. I am throwing myself at the mercy of the your customer services team to attempt to make my case as an honest player who made an honest mistake. I am only asking to be treated fairly and not be penalised for a rather silly error. I would appreciate if this matter could be investigated sympathetically with a view to finding a fair solution to both parties.
Kind Regards
pokersmasher
Before I detail how the casino have handled this issue I would like to say that Craig was really responsive in the new DM system and it is really encouraging that in the event of an issue such as this that the guys are genuinely there to fight your corner and give advice rather than just make empty promises before the sign up stage. Signing up through the affililiation link is not all about prize draws , it is also about the affiliate looking after the players too.
If anybody else has has a similar style issue please feel free to add it to the thread. I will post the casino's reponse later today with any updates
Great to hear Craigs done some work, and hopefully they can resolve this for you, and you are right, we spend countless hours trying to help our players in situations like this
all the best
Craig was really helpful and would have intervened however the Casino involved reviewed the issue and issued a cashout for the full amount.
There are always lots of posts about issues not being handled well by the casinos where players are seeking all types of recompense from them where they had lost money. The opinion of many is that the casinos use their terms and conditions to bamboozle or sometimes cheat the customer. In this instance I did breach the terms and did not dispute it. The casino could have rested on the terms and confiscated my winnings and would have been entitled to do so.
The casino in question was Casilando, one of your listed casinos, and I can only thank them for treating me fairly. I'm sure I am not the only person who has ever made an error like this. I tend to only praise or criticise where events are extreme and it is only fair to trumpet excellent and fair treatment as quicky and forcefully as where there is poor treatment or unfairness. I seem to recall being scathing about another one of your nominated casinos in the past. Casino Gods was not good and I did not sugar coat how bad they were. It's just really nice to have a happy ending to this matter.
Once again, thanks to Craig for his support and advice and also to Casilando for proving what a good outfit they are.
I've been loving Casilando since I signed up via here. I play at a few White Hat sites but that seems the best. They offer me 50% bonus match each week and the wagering starts straight away. Payment is within 36 hours on withdrawal so that's not bad.
Good result