Again, when you go to cancel your wager it does mention you will lose your raw funds if you cancel this. It's very clear? sorry I'm not understanding how that isn't noticeable. Then it is your choice if you would like to cancel it.

I'm happy to mention to Softgaming, our casino provider your information such as what games to add but as a White Label Casino, we can't adjust things very easily and await for them to add new features. And we will do our best to list what gaming providers can't be used, but when you do click a game and try to enter it / spin it, it won't allow you to play with bonus funds. So you will realise very quickly what provider doesn't allow it. In two year's this is the first time we've ever had a player mention this.

Thank you for your advice, I'd love to offer you $50 USD for your questions.

Sergey

Please highlight where it is written.

Again, the only way for the player to check is to open the game with the deposit and receive the bonus.

What do you mean by "you will realise very quickly what provider doesn't allow it"?

You posted it yourself, before you cancel the wager this is what is shown. You'll realise what gaming provider doesn't allow the wager because any game you click by that provider is blocked for the wager? you can not spin it.

Kind regards

Are you serious?

Do you understand what that image is?

The image is stating if you are wanting to cancel your wagering balance.

You have a choice to cancel it, or not to cancel it. The reason you have this message appear if you have taken casino funds to play, with a wager. So you're wanting to cancel the wager, and keep the funds. Which isn't how majority of online casinos work. You need to complete the wager, or you risk losing the funds. The choice is yours.

Dear Casino Guru

As you can see from this sequence of events, the casino's bonus does not state before you make a deposit which games are allowed, what happens if you cancel in the middle of a deposit with real money remaining, or what the maximum wager currency is.

The actual rules are unknown until you make a deposit, and under the current system, if you make a deposit and then cancel, your real money will disappear as well. (Even if you never placed a bet).

This is very disadvantageous to the user.

It does state what happens if you cancel the funds, it's literally pops up and says 'are you sure you want to cancel'. It's a no-brainer, and out of over 50,000+ players you're the only one that's struggled to understand this.

As for the gaming providers, I've requested the technical team to display each gaming provider prior. But this has been the same for two years of operations and not once has it been a trouble for our players.

Just don't take a wager if you're not willing to go along with it?

Is there anything else I can help you with?

My problem is the part where it is unclear what happens if the funds are cancelled before the deposit is made.

Please submit a screenshot if you have a picture that shows what happens if you cancel your funds prior to making a deposit.

Up until now, if a slot I wanted to play was no longer playable without notification, I could cancel the bonus and get my real money back.

But now I am in trouble because I can't do that.

If you don't understand what the problem is, please shut up and watch the exchange between me and the casino guru.

There's no need to be rude, as I'm stating you have a decision regardless to cancel the funds, or to continue on. Regardless if a deposit has been made prior,.

You've been paid every withdrawal you've made from using a wager, and thunderkick was blocked as a gaming provider for our wagers. You have a choice to continue to deposit, take wagers, cancel the funds. Which is clearly an attempt to bonus fraud, that is why people cancel wagers. They do bonus hunts, get the balance down to zero and open the bonuses then cancel the wager and getting everything paid out with casino money.

The choice is yours to make, cancel it or wager it? it's very clear. Also, in any instance a player has ever had an issue with any wagering, or bonus they've emailed us and we've reimbursed them. Even if they 'accidently' cancel it we've always paid them back their money and said do not do it again.

I can attach over 500+ screenshots to our players if you would prefer? Even after they read it, cancel it we've always done the right thing.

My problem is with the "rules about bonuses are only partially known before the deposit" part.

If you don't understand how important this is to the issue, please don't speak further.

Wait for the casino guru's opinion.

No problem at all, in two years of operation it's never been an issue. Guru knows our bonus conditions, if there was any issue there'd be a lot more complaints regarding it.

Having a popup afterwards if you CHOOSE to cancel a bonus that says are you sure you want to do this? It's pretty clear ruling. As for gaming providers, that's noted and our team will change that with Softgamings agreeance.

Judging by your 37+ open complaints to other casinos it does seem like you enjoy to complain about literally all casinos.

I mean it makes sense now.

Happy to wait for Guru, but our rules and wordings are more then fair.

I mention this because the casino recently and suddenly changed the bonus rules.

I am not talking about after the deposit, am I?

I am complaining about not knowing the whole picture of the rules before depositing.

Dear Casino Guru

The exchange has been long, so I'll summarize.

The terms and conditions of this casino's bonuses were structured in such a way that the entire terms and conditions were not known before making a deposit.

Until now, no real money was lost in the event of cancellation of a bonus, so this did not cause any major problems.

But recently, real money was lost as well. The terms and conditions have not been revised since last year.

The casino does not seem to think this is a problem.

Correct, it's not a problem. For every country except Japan it's been under the new rules since the beginning. Japan has recently been updated, you still have the choice to take a wager, and then it does state what will happen if you decide to cancel the wager.

If you're wanting a refund for any current balance or a mishap you're welcome to email [email protected] for further contact in the regards.

Otherwise, don't play with a bonus. Simple...

Please don't be lax.

This casino does not support Japanese and I am using the English version of the site.

Of course the terms and conditions are in English and I know that the last update was last year.

If you claim that a Japanese-language Terms of Service exists, please show it to me.

I said we've recently changed Japan to match the same bonus structure as every other country. We can change bonuses based on countries, and no we do not support Japanese nor did I claim we do.

As mentioned, it's clear you like to complain, to argue. I really don't think there's anything further I can do to help you I'm sorry.

Happy to wait for Gurus reply, but our bonus structure has always been the same and recently Japan was updated to match it.

Have you notified users of the change in your Terms of Service or in a message?

At least we have never even heard of a different bonus structure until now, only in Japan.

We can only judge by looking at the terms and conditions.

If the bonus structure is different in each country, does that mean that the Terms of Service are meaningless?

All countries follow the same terms and conditions for the bonuses, Japan was never involved in it.

The updates for Japan were:

One game by provider Thunderkick was not permitted to be wagered on, as it is easy to wager. It's also clear that if you goto the gaming provider, play a game it will not allow you to physically bet on the game using bonus funds, in no way is it to trap players. You LITERALLY can not bet.

And now if you cancel the wager, you lose your funds if you choose to cancel it. If you do not choose to, the wager must be played out. This has been the same for every country, for well over a year and again, you make the choice to cancel it. It notifies you of what the consequences will be.

We did not need to notify anyone, there is 1 regular player from Japan which is yourself, we have no other players from Japan as this is not our operating market. Again, you make the decision to cancel the funds which a popup does state. I'm more then happy to wait for Gurus reply, because this is just going in circles.

Dear Casino Guru

It appears that this casino has been updated for Japan.

However, there is no Japanese in the terms of service, and they have not notified us because they do not have many Japanese users.

So it is natural for me to feel that the rules have suddenly changed, and due to the structure of the casino's bonuses, it is impossible for me to notice before depositing.

Luckily, I gave up after depositing and won big as a result of playing, and the casino says you can cancel without losing any real money if you contact them immediately after depositing.

However, I didn't even know that such a response was possible until now, so there was a good chance that I would have lost my money and cried myself to sleep.

I would be very annoyed if they continue to make updates with no notification and no way to find out before making a deposit.

I would like to see a close examination of the casino's stance on this issue.