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Monster – bonus to cash

Ruling

Found for the Casino - The player has received the correct amount of winnings based on the terms and conditions of the bonus that they claimed.

Read our Monster Casino Review.

Player's Complaint

on the 31/3/2018 i made a deposit to monster casino of £15 with a 75% deposit bonus that gave me an extra £11.25. i played through the wagering of £787.50 witch is 30x deposit and bonus and now left with a balance of £970.82. i have gone to cash out but the money is still in bonus funds with 100% wagering complete and i get a message saying max cash out of £11 so before i cash out i have to forfeit £959.82. i cant understand how i can deposit £15 and have a max cash out less than my deposit. can i get some help please thanks

Read the casino review

4 Responses

ThePOGG
Apr 02, 2018

Hi Dea198729 - welcome to ThePOGG.com!

Before we go any further have you contacted casino support to ask them about this issue yet?

Thanks,

ThePOGG

Dea198729
Apr 02, 2018

I have contacted the casino about the problem and they said that they have sorted it and told me to refresh the page and they ended the chat. When I refreshed the page I only had £45 and no explanation why

ThePOGG
Apr 04, 2018

Hi Dea198729,

Unfortunately all bonuses offered by the Nektan group come with the following term:

"4x Conversion: The maximum conversion amount from bonus funds will be capped at 4X the bonus amount awarded. Bonus funds convert automatically once wagering is complete."

This means that the maximum amount you are allowed to withdraw if you've placed any bets with the bonus money is 4x the bonus amount, which is this case would be £45. It also states that this deduction happens immediately after you complete the wagering requirement.

That's what's going on here.

ThePOGG

Dea198729
Apr 04, 2018

I wasn't aware of that. If that is the case they need to have that information more clearly when depositing. I have deposited a few times to the casino and have never known about that. Thanks for clearing that up for me and from now on I will stay away from there deposit bonuses

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