I too had the same problem as CountryLad, which eventually came to a 'successful' conclusion. The long-term effect to my account I can never really be sure of.
I'll explain my 'journey with CS' which may answer some posters questions..
I deposited £200 for £200 bonus. Put the lot on a WC game (same as CL), bet lost, however the bet was settled as a winner. This was rectified and the winnings were removed from my account, however the £200 cash and £200 bonus remained in my account - the reason for this is because this was restricted money so the system could not claim it back. I was told this when I told them to take it back.
I was also told that I now owed them £400 - as their system was saying it could not claim the remaining £400 from my account. I was told to wager the 'bonus' in my account to make 'winnings' to pay off my 'debt'. If I was to deposit anything the system would automatically take this to pay the 'debt'. Great!
I told them this wasn't fair etc... and eventually I was told to forfeit the bonus by CS. Thus I would lose the £200 bonus and the remaining £200 cash could be reclaimed to pay my debt. I did this, and on requesting CS to remove the final £200 bonus I was:
1. Given another release restricted bonus (to try and pay off my debt with)
2. Told to withdraw the £200 from my account
3. Told that my debt remained at £400!
I didn't do either 1 or 2, and CS advice was incorrect. Why I was given another bonus I still cannot explain - but at this point I had £500+ in my account, ~£200 available for withdrawal and a debt of £400.
I also had a bet settle with them at this point. This was placed prior to accepting the bonus. Once this was settled (it won) the bet returns were confiscated to pay my debt - it was now that I really got cheesed off.
I'm not sure what it was but suddenly the penny dropped with CS. It turns out that their system does not recognise bonus money for the recovery of funds. In other words when I forfeited the £200 bonus the system didn't count this as paying off my debt. The result was that the second bonus was removed from my account and the £200 cash was taken to repay half my debt. My account balance now showed £0.00 but was actually -£200.
I still had £200 debt but CS told me to redeposit £200 so they could claim it back to satisfy their system and then re-credit my account. I was slightly reluctant to do this given the garbage CS had told me prior to this but being an honest citizen I deposited over £200, the system automatically took £200 which was then re-credited by CS - who were by this point very apologetic. I even had my fingers crossed for a goodwill gesture that never came. But all's well that ends well, although my cashout request took over 48 hours but given everything that had gone on before I really didn't care less.
I must say it wouldn't put me off redepositing for an arb/bonus but the 'service' I received from them was quite frankly shit. I just hope CL has sorted his problem, and I'm surprised more people haven't been affected.
Hopefully someone will fix the system flaw asap because no customer should be contacted about a 'debt' of potentially £400 no matter how well explained it is as to why it is a 'debt'. Not to be melodramatic but it's not hard to imagine how that could be quite upsetting to some people.
And I have to say advising customers to clear their imaginary debt by playing with their imaginary balance is something I've never heard before.
Couldn't agree more MB, I wasn't too concerned to begin with as for one I knew they were the ones that messed up, and the only way they could claim back my imaginary debt was to claim money from deposits (ie I would never deposit there). I just wanted it sorted so I could use my account again, if they were ever to offer me a future bonus. However once they confiscated the returns from a winning bet then I was pretty worried and not to mention angry.
Aside from being apologetic they haven't offered any reassurances that this wouldn't happen again - not just to me but anybody. It seems that it's a case of "that's how the system works", which after my experience I can't say I agree with. For that reason I was considering providing feedback to BMR, in the hope they might put pressure on GB/PB to prevent this if they want inclusion in BMR's 'Green List', but then again that's probably just wishful thinking.
Regarding the issue of using 'bonus money' to pay off the debt, one CS agent (who will remain anonymous) told me on the telephone "I see you have been betting at odds 2.2 to 4.6 [I'm a net loser], if you bet at odds of 1.6 to 1.8 you will make winnings and be able to repay the system."
ROFL @ that quote from CS. Clearly they'd have been betting on Argentina eh? (or any US baseball favs for that matter which seem to not come in with shocking regularity)?
Amazed at your explanation above though foofi, I can't say I fully understand it but does make sense to some degree. Not surprised it was difficult getting it sorted out, what a mess. Fingers crossed they sort it out and it helps CL make some more sense out of it as well.
From my experience Party bonuses have always been locked, in the sense you had to complete the WR, then the bonus was unlocked so you could withdraw it, meaning you weren't able to bust out. If that is correct then you shouldn't have been able to bet with the bonus in the first place all bets to complete the WR are placed with your own money. If however the bonus was a straight deposit match then the folowing doesn't apply.
You have wagered £400, of which £200 came from the bonus when it should have come from your own money, this is why you owe them £200. If you were to wager a further £800 this should fulfill the wagering and you should then be able to withdraw any remaining balance + the bonus.
They have been doing pre and post wager bonuses during the last 2 months.
Originally Posted by Stevesharpe
Tags for this Thread