Uptown Pokies Casino - Le vincite bonus del giocatore sono state confiscate.

I joined the promotion of a match bonus which included two deposits with final redemption of a free bonus. I then asked for a second free bonus consisting of 200 free spins on a particular slot. With this coupon I won the disputed amount respected the game volume to be made before the withdrawal. I requested the withdrawal and the finance department canceled this request with the proof that I had requested two consecutive free bonuses. On this point I would like to clarify that as regards the free bonus obtained from the match bonus, I have never received an email notification of the redemption. This suggests that this free bonus is excluded from the general rule of consecutive free bonuses as it is a particular promotion where two deposits are made and not one (two deposits = two free bonuses ... theoretically) so much so that I was able to request a second free bonus on the platform that was credited to my account and regularly notified by email (which did not happen, I repeat for the first). If it had not been possible to redeem it, the platform would certainly have denied me this bonus, as I have already seen in the past in which I was denied some codes with the words "you must first make a deposit of at least 20 dollars". In conclusion, the bonus obtained in free spins was authorized by the casino and the resulting winnings must in my humble opinion be paid otherwise the principles of fairness and fairness of play are violated that are the basis of every online gaming platform and beyond.

Ho aderito alla promozione di un match bonus che prevedeva ben due depositi con riscatto finale di un bonus gratuito. Successivamente ho chiesto un secondo bonus gratuito consistente in 200 giri gratuiti su una determinata slot. Con tale coupon ho vinto la cifra contestata rispettato il volume di gioco da effettuare prima del prelievo. Ho richiesto il prelievo ed il dipartimento finanziario mi ha cancellato tale richiesta con il giustificativo di aver richiesto due free bonus consecutivi. Su questo punto tengo a precisare che per quanto concerne il free bonus ottenuto dal match bonus non ho mai ricevuto notifica tramite email dell'avvenuto riscatto. Ció fa presupporre che tale free bonus venga escluso dalla regola generale dei free bonus consecutivi essendo appunto una particolare promozione dove vengono effettuati ben due depositi e non uno ( due depositi = due free bonus... teoricamente ) tanto é vero che poi ho potuto richiedere un secondo free bonus sulla piattaforma che mi é stato accreditato sul conto e regolarmente notificato tramite email (cosa invece non avvenuta ripeto per il primo). In caso non fosse stato possibile riscattarlo la piattaforma mi avrebbe certamente negato tale bonus, come giá constatato in passato in cui mi sono visto negare alcuni codici con la dicitura "devi effettuare prima un deposito di almeno 20 dollari". In conclusione il bonus ottenuto in giri gratuiti era stato autorizzato dal casinó e la vincita derivante deve essere a mio modesto parere pagata altrimenti si violano i principi di correttezza e lealtá di gioco che sono alla base di ogni piattaforma di giochi on line e non solo.

Dear Nemokid,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Would you be so kind and specify which bonus exactly you claimed before the Free Spins? Please post here the link or promocode to the offer you redeemed.

Additionally, please, forward any relevant communication between you and the casino to kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

Would you be so kind and post here your cashier history and bonus history, please? Alternatively, you can forward them to my email address kristina.s@casino.guru.

Thank you Nemokid, I went through your screenshots, and (correct me if I am wrong), you first redeemed "FRESH150SLOTS" - a $150 free chip plus 25 free spins, and then you redeemed "EMPIRELOYALTY-2" bonus consisting of 200 free spins.

Unfortunately, if this is the case and you didn't make any real deposits between these two bonuses, there is not much more we could help you with. This is prohibited in most casinos and we cannot go against this rule. Even the offer itself mentions this fact when you search for the code in Google:

Please, let me know if I have overlooked something and you truly made a successful deposit before claiming the "EMPIRELOYALTY-2" bonus.

Hi Kristina,

I have not made any deposit between the two bonuses, I wonder why the system has not rejected the code entered as it always happens on their platforms (Slotocash and Uptown Aces)? Doesn't this conflict with the basic rule of fairness and ethics that the casino should keep towards player-customers? When it is not possible to redeem the code, the system denies the same and in many cases tells you what to do in order to redeem it (see attachments). On all platforms of the RTG I have noticed that the player is always warned and the code rejected in cases like mine. I repeat I made two deposits before having that bonus of $ 150.00 ... later having lost this bonus I went to the cashier and saw that I had been credited with a loyallty bonus of 20 dollars that I can redeem immediately (after the complaint forwarded this bonus as it happens has mysteriously disappeared), at that point I thought not to redeem it to request the code EMPIRELOYALTY-2 which was duly accepted and credited to me! Having credited me with the loyalty bonus, I thought that the casino would have nevertheless accepted any winnings from this bonus or alternative, otherwise why would they have credited it to me, to let me play and then not pay me any winnings? Doesn't it seem to you that this behavior is somewhat incorrect? Why didn't the system reject this code instead of accepting it and letting me play even though I couldn't? Yet the system, as we have seen, denies the codes in case the player cannot request them ... the casino did not act correctly, deluding me that I could use it, don't you think?

Here are some cases in which the casino warns you that the code cannot be redeemed:

Ciao Kristina,

non ho effettuato alcun deposito fra i due bonus, mi chiedo come mai il sistema non ha rifiutato il codice inserito come sempre avviene sulle loro piattaforme (Slotocash e Uptown Aces) ? Questo non contrasta con la regola base della correttezza ed eticitá che il casinó dovrebbe tenere nei confronti dei giocatori-clienti? Quando non é possibile riscattare il codice il sistema nega lo stesso e in molti casi ti dice cosa fare per poterlo riscattare (vedasi allegati). Su tutte le piattaforme della RTG ho notato che il giocatore viene sempre avvisato ed il codice rifiutato in casi come il mio. Io ripeto ho effettuato ben due depositi prima di avere quel bonus di dollari 150,00... successivamente avendo perso tale bonus sono andato nella cassa e ho visto che mi era stato accreditato un bonus loyallty di 20 dollari da poter riscattare subito (dopo il reclamo inoltrato tale bonus guarda caso é sparito misteriosamente), a quel punto ho pensato di non riscuoterlo per richiedere il codice EMPIRELOYALTY-2 che mi é stato regolarmente accettato ed accreditato! Avendomi accreditato il bonus loyalty ho pensato che il casinó avrebbe comunquesia accettato eventuali vincite da tale bonus od alternativo altrimenti per quale motivo me lo avrebbero accreditato, per farmi giocare e poi non pagarmi l'eventuale vincita? Non ti sembra che tale comportamento sia alquanto scorretto ? Perché il sistema non ha rifiutato tale codice invece di accettarlo e farmi giocare nonostante non potessi farlo ? Eppure il sistema come abbiamo potuto vedere nega i codici in caso il giocatore non li possa richiedere... il casinó non ha agito correttamente illudendomi di poterlo utilizzare, non ti pare?

Di seguito alcuni casi in cui il casinó ti avvisa che il codice non puó essere riscattato:

Hello Kristina,

I just entered Uptown Pokies and Aces and to my amazement I found this situation:

Isn't all this paradoxical and contradictory?! What should I do now? Accept the free spins, play and then maybe get denied a possible win again? !!

Buongiorno Kristina,

sono appena entrato su Uptown Pokies and Aces e con mio grande stupore mi sono trovato questa situazione:

Tutto questo non é paradossale e contraddittorio ?! Cosa dovrei fare adesso ? Accettare i giri gratuiti, giocare per poi magari vedermi negata nuovamente un eventuale vincita ?!!

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. This is a standard rule and claiming two No Deposit bonuses in a row is prohibited by most casinos. Not all casinos can enforce this on a software level, especially when players can claim random promo codes that are freely available on affiliate websites.

Sadly, there is not much more I can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. I understand that bonuses are designed to be as attractive as possible, but the rules must always be followed. 

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.