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Kerching – Bonus conversion was incorrect

Ruling

Found for the Player - This player has received the maximum payout amount they are entitled to based on the bonuses that they claimed.

Read our Kerching Casino Review.

Player's Complaint

Hi,

So this is regarding an issue that I faced with Kerching. I decided to join, as it's part of the Nektan group which is one of my favourite casino operators to play on (Pots of luck being a highlight)

I deposited £10 and was matched with a 100% bonus and 100 free spins, which was a very enticing offer for a small deposit. I lost my main balance and was left with my bonus balance. I accured 15.45 from the bonus spins, and had a 10 pound match = £25.45 in bonus funds.

I managed to come across a huge win on rainbow riches megaways of over £300, and was overjoyed as I was able to meet the wagering requirments with ease. After accumulating £420 at the end of the wagering requirements, the bonus funds converted to my main balance.

This is where the issues started, as it converted to £77.25. Now after reading the welcome bonus T&C's (Which I advise everyone to do on Nektan casinos thoroughly), it states the following:

5. The maximum conversion amount from bonus funds, including bonus funds accrued from bonus spins, will be capped at 5x the initial bonus amount awarded. Bonus funds convert automatically once wagering is complete.

I was gutted to find this out... but after reading this the amount converted still is incorrect. If I had £10 match and £15.45 from the free spins (It clearly says INCLUDING money accrued from FS), then £25.45*5= £127.25. I have withdrawn £77.25 of it and awaiting that to be cleared, but I am owed a total of £50.

I tried discussing with them on live chat, and they dont seem to be fully understanding it as one associate said it's capped at x4... which that wouldn't even work from just my bonus funds as 15.45*4 = £61.80... nevermind.

I look forward to this case getting sorted.

Thanks

Read the casino review

3 Responses

ThePOGG
Nov 26, 2019

Hi mfalchion - welcome to ThePOGG.com!

Did you balance ever drop below £15.45?

Thanks,

ThePOGG

Mfalchion
Nov 29, 2019

Hi,
Thanks for your response! I can confirm, the balance did drop under £15.45, but the terms and conditions states:

''The maximum conversion amount from bonus funds, including bonus funds accrued from bonus spins, will be capped at 5x the initial bonus amount awarded. Bonus funds convert automatically once wagering is complete.''

Surely this means, it's the bonuses combined (10+15.45). This is confusing to customers, as they would think it's both bonuses together. Nowhere in the T&C's does it say the bonuses are separate. This is misleading information.

Thanks,
[EDIT]

ThePOGG
Dec 03, 2019

Hi Mfalchion,

You are playing with two distinct bonuses. At the point where you have lost all the funds associated with one of the bonuses that bonuses terms are then moot.

If for the course of the entire play your balance never dropped by £15.45 then both bonuses would have remained in play and the higher limit would apply. As things stand you lost the first bonus and were left only playing with funds from the free spins. Ergo the limit for the free spins (x£15.45 = £61.80) applies.

Thanks,

ThePOGG

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Agreement

mfalchion 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:

  • Kerching
  • Gibraltar Gambling Commission
  • United Kingdom Gambling Commission
  • Nektan (Gibraltar) Limited

November 24, 2019

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.

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