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Always Vegas - Bonus reduction
Ruling
Resolved - The player has chosen to play with a Blacklisted operator with little oversight. The term in question could be interpreted in an number of ways and the operator are unlikely to cooperate with us.
Read our Always Vegas Casino Review.
Player's Complaint
On 6th April 2018 I requested a withdrawal of $1000.00 Only received $112.00. My deposit was $25 with a no wagering requirement and a 555% bonus. Now they have declined my balance of $888 stating the deposit x 10 less the bonus leaves a balance of $112.00 (25 x 10 - bonus $138) I have previously won money at other casinos with no wagering requirements and would appreciate it if you could confirm if they are within their rules. Thanking you
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Agreement
christine876 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:
May 10, 2018
Hi christine876 - welcome to ThePOGG.com!
Whether or not this management of the withdrawal is correct of not falls to an interpretation of the rules.
The terms do stipulate that any deposit of $249 or less is subject to a maximum withdrawal of 10x deposit. They do also state that bonuses are sticky and as such removed from your account at the time of the withdrawal. The question that is not answered is whether the bonus should be removed from the balance before the 10x deposit is applied or after. In my opinion this should have happened before resulting in you receiving $25x10 = $250, but the ambiguity in their terms allows them to effectively do whatever they want here and as such they're deducting the bonus from the 10xdeposit.
Unfortunately AlwaysVegas are a Blacklisted operator, from a group that has been historically unresponsive to complaints submitted to this service. The chances that we'll receive any response are low. The chances of them changing their mind based on our opinion are even lower. We'll try to contact the operator but you need to be aware it's unlikely we'll be able to help you here.
Thanks,
ThePOGG