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The Phone Casino – Cash win paid as bonus

Ruling

Resolved - The wagering requirement that the player has to complete is associated with the free spin bonus they received no the subsequent in game winnings.

Player's Complaint

The casino I needed to select is not available, which is ‘The Phone Casino’. part of the small screen casinos group.

My dispute is I was playing on one of their own exclusive slot games “who spun it”, which has a bonus game included but also offers a cash amount to the first player that gets all four ticks and it clearly states this is cash, not bonus or jackpot funds, I was lucky enough to be the first player with all four ticks with the highest stake of £2 which gave me the £500 cash amount, I did get credited 500 but they are saying it’s bonus money and needs wagering x200 before this can be withdrew but by the information from the game I was led to believe that it was has it states cash and not bonus. However the casino have not been very helpful with this and haven’t gave me any relevant info to which I understand they have only referred to the terms and conditions of their bonus policy and cannot accept it states cash. But also with regards this I’m aware of at least two other occasions where this has been won and after being disputed was paid out in cash has stated in the game, can you please advise further thank you.

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3 Responses

ThePOGG
Nov 23, 2016

Hi Ladee1 - welcome to ThePOGG.com!

I'll contact the operator and see what I can find out for you.

It would be useful if you could provide links to reports where similar issues have been managed previously.

Thanks,

ThePOGG

Ladee1
Dec 10, 2016

Have Heard anything from the casino as of yet? and similar thing with actually a friend

ThePOGG
Dec 14, 2016

Hi Ladee1,

I've now had a full conversation with ThePhoneCasino regarding this issue.

The winnings from the Who Spun It game have NOT been credited as a bonus. They have been put into your bonus balance because the funds you were playing with at the time you triggered this win were bonus funds.

On the 20th of November you received 20 free spins on the game Fortune Cookie. You played 10 of these free spins then exited the game with a balance of 17.26. This balance - as it was derived from free spins - carries a 200x wagering requirement.

You then switched to Who Spun It and placed 18 wagers at 2.00/spin, 9 wagers at 0.50/spin and a further 5 wagers at 2.00/spin. Your third to last 2.00 wager won the 510.

At this point the total you've wagered is 50.50. The total wagering requirement for your free spin winnings is 17.26x200 = 3452. As such you still need to wager 3401.50 before your eligible to make any withdrawal. It is also worth noting that No Deposit bonuses carry a maximum withdrawal of 200.

I hope that helps clear up why you have a wagering requirement to complete before you can withdraw.

ThePOGG

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