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Bob - bonus issue

Ruling

Found for the Casino - This player has exceeded the maximum allowed bet term while playing with a bonus. As such there is nothing we can do to help them.

Read our Bob Casino Review.

Player's Complaint

I deposit 20 euro, and got 20 euro as a bonus so a total of 40 euro. In their T&C it said that you first play with your own Real money and then your bonus money. So I played 7 euro and won on the first bet 36 euro. I only played live Roulette and never came under 20 euro. So when I won 100 euro I decided to cash out. But then I didnt let me, cause it said I had active bonuses. But it only said that there is 20 euro to cashout while i won 80 with my real money. So I opend an chat with them, and they said that when I started the bet, all my deposits would transfer to bonus money. This is no where to be found in their T&C. So I wanna know what you find of this. they let me deposit under false pretences cause I could not have known that all my deposit would become bonus money, and not real and bonus money. I'am able to send you a screen of the betting history and their T&C for first time deposit. Also I can show you the conversation I had with the support agent.

Their T&C for first time deposit bonus:

1e. When you play with active bonuses, the initial playing is done with real money and then with bonus funds. ( Full T&C on: bobcasino.com/promotions )

So as you can see I played with real money before my bonus money was touched. So the winnings of that bet should be real money and not bonus money! And thats why they have to payout. Their Agent could not show me anythings that said that all your deposited money would become "fake" money.

They dont even allow me to pay back my 20 EURO, cause according to them, all the money is bonus money now. But as I said I have the transcript if you would like to see.

Read the casino review

4 Responses

ThePOGG
March 17, 2020

Hi robin86 - welcome to ThePOGG.com!

As we are the ADR for the N1 Interactive Ltd license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let me know.

Unfortunately there is nothing we can do to help you in this instance. You have an "active bonus" as soon as bonus funds are placed in your account. At that point bonus restrictions apply regardless of whether the wagered funds come from your deposit or your bonus.

If you have placed bets that exceed the maximum allowed bet while you had a bonus in your account and before the wagering requirements for said bonus have been met then sadly you have violated the bonus contract and the operator would be within their rights to reset both parties to their pre-contract positions.

Sorry we cannot be of further help.

ThePOGG

Robin86
March 17, 2020

But where is that stated ? Cause I cant find that in the T&C. If i knew this before, i would not have Made a deposit. This is not how other casino’s I have played work. Where can I read that all my money becomes bonus money as soon as i start playing. In their own T&C is stated that you first play with your own real money. So where can i read that my real money bet becomes fake money winnings?

ThePOGG
March 20, 2020

Hi Robin86,

An "active" bonus is one that is present in your account - i.e. one that you could currently place wagers with and who's wagering requirement is actively being met by any bets placed (including those placed with real money). Your money has not become 'bonus money', but it is subject to 'bonus terms' while you have an 'active bonus'.

As stated previously, there is nothing further we can do to help you.

ThePOGG

Robin86
March 20, 2020

You, nor the website can show me where that is stated in any T&C . I don’t get the feeling that you are helping. The website let me cash out the initial deposit, so thats a good thing. Never has any casino website given me this much trouble, and I have played for many years. I dont think this website is any good. They now claim that I have a duplicate account, wich is not true. I have never registered to this website before. As I said I got my initial deposit back. So I hope that this is it. I will post here again when they have deposited the money in my Banking account.

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Agreement

Robin86 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:

  • Bob
  • Curacao eGaming
  • Direx N.V.

March 17, 2020

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.