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Discussion in 'PROBLEMS - LET US TRY TO HELP' started by becksfun, Jul 15, 2010.

  1. becksfun

    becksfun WELL KNOWN MEMBER

    WoW!  Got my cashout in exactly one week to the day.  This included emailing paperwork and everything.  One problem.....After playing WELL over the playthrough amount I contacted live chat to see about cashing out.  I had over $12,000!!!!!  I was told I could only cash out $600.  I knew the coupon I used had a max cashout and a non cashable bonus.  I went to the payout screen put in $600. The total changed to $668 to include the fees.  GREAT, right?Got my email with my moneygram number to collect but.....the total was only $293!!!  I love this casino.  Chat has been AWESOME...friendly...really nice.   However when I asked about cashing out I was NEVER told the cashout amount should be the $600 PLUS the bonus amount!!! I played for about two days i think to reduce this wasted $12,000.00 so I could deposit again, all the while not knowing that a mere $300 was never taken out for the bonus amount!  I feel a little betrayed having not been told to add the bonus amount to the $600 I withdrew.  After all I was told I could only withdraw $600!Trust is lost.....[​IMG]
    Last edited by a moderator: Oct 23, 2014
  2. MommyMachine

    MommyMachine A Mommy Machine

    Oh NO! I am sorry for that becks. I hope things turn around for you. Since you already got your cashout, I doubt that there is anything that can be done now :(
  3. krystalkitty

    krystalkitty Greedy Gambler

    Am waiting for my withdrawal to be processed. I opted for QT on the 13th. So will see how things go!! So sorry!
  4. becksfun

    becksfun WELL KNOWN MEMBER

    Thanks for your comments.  Just real, real disappointed ya know?  [​IMG]
    Last edited by a moderator: Oct 23, 2014
  5. Sookie

    Sookie Mother of Cats

    Hun- im sorry about that"
    But that's what a non- cashable bonus is- it means that the bonus amount will be removed before a withdrawal is processed , so you need to be sure to have whatever"
    the bonus amount was in addition to what you wish to withdraw."
    "
    So by telling you that the bonus was non -cashable - then they did in fact tell you that the bonus would be removed- so there really is no betrayal."
    "
    Its just very unfortunate that you didn't know what that meant, and it seems you learned the hard way."
    "
    I'm very sorry- i know how disappointing that must have been.
  6. becksfun

    becksfun WELL KNOWN MEMBER

    I get that about the bonus.  But when I went to live chat they knew I never withdrew before and should have told me to withdraw the $900 instead of saying I could only withdraw $600.  At the time I inquired about cashing out they did not mention the non cashable bonus at all!  I think in fairness they should have told me to cashout $900.
  7. Sookie

    Sookie Mother of Cats

    Ok I see what you are saying.
  8. Sookie

    Sookie Mother of Cats

    I asked our friend Nicolas at BetPhoenix to read this thread, and he did.Now please note that he did not say that there is anything he can do, but he is going to check on it to see if he can see what happened.Can I get your BetPhoenix user name?
    Last edited by a moderator: Oct 26, 2014
  9. Sookie

    Sookie Mother of Cats

    I asked our friend Nicolas at BetPhoenix to read this thread, and he did."
    "
    Now please note that he did not say that there is anything he can do, but he is going to check on it to see if he can see what happened."
    "
    Can I get your BetPhoenix user name?
  10. Sookie

    Sookie Mother of Cats

    I asked our friend Nicolas at BetPhoenix to read this thread, and he did.Now please note that he did not say that there is anything he can do, but he is going to check on it to see if he can see what happened.Can I get your BetPhoenix user name?
    Last edited by a moderator: Oct 26, 2014
  11. becksfun

    becksfun WELL KNOWN MEMBER

    My user name is beckysfun.  I get that technically it was my fault too.  I just think I should have been told, Hey, you have over ten grand...you know you can add that bonus amount to the $600 I told you that you can cash out so you can get your total $600! .  I'm sorry to be a pain about it.  Just real disappointed cause like i said they really were nice every single time i dealt with them.
  12. Sookie

    Sookie Mother of Cats

    becksfun im gonna send him your user name- and lets just wait and see what he says ok?"
    [​IMG]
    Last edited by a moderator: Oct 23, 2014
  13. becksfun

    becksfun WELL KNOWN MEMBER

    Thanks for your concern and help. I really appreciate it. 
  14. Sookie

    Sookie Mother of Cats

    Thats what we are here for hun-lol, and you are welcome
  15. Sookie

    Sookie Mother of Cats

    I just spoke to Nicolas, and we are still waiting to hear back -so maybe Ill hear something on monday .I just wanted you to know I havent forgotten you, and thank you for being so patient by the way.[​IMG]
    Last edited by a moderator: Oct 23, 2014
  16. becksfun

    becksfun WELL KNOWN MEMBER

    No problem.  I'm impressed that you and Nicholas even care!  Thanks again for your taking the time![​IMG]
    Last edited by a moderator: Oct 23, 2014
  17. krystalkitty

    krystalkitty Greedy Gambler

    Same thing happened to me. My max withdrawal of $501 turned into $225.00. Live and learn! I do believe Mben told me to double that amount if I cashed out because of the non cashable bonus. Like I said Live and Learn [​IMG]
    Last edited by a moderator: Oct 23, 2014
  18. becksfun

    becksfun WELL KNOWN MEMBER

    It wouldn't have been so bad except that when i asked what i could cash out they told me $600 not $600 PLUS the bonus!  Seeing as they knew I had to burn over $12,000.00 you would have thought that someone would have mentioned that to me!  I seriously whined to them about having to burn all that money back several times!!  It would have been nice of them to mention that i was able to cashout the bonus amount too!![​IMG]
    Last edited by a moderator: Oct 23, 2014
  19. Mben

    Mben No Deposit Forum Admin Staff Member

    Yes, whatever the max cashout is, add the amount of the bonus you received and cash that whole amount out. That should leave you the whole max cashout amount.
  20. becksfun

    becksfun WELL KNOWN MEMBER

    I get it now!  Would have been nice to have been told that by them just cause they knew i'd never cashed out b4 and was asking them what to do and how to do it.  I thought they were there to help ya know?!
  21. Sookie

    Sookie Mother of Cats

    Nicolas told me that since there was only $600 at the time of the WD request (now i know that is because they did not advise you to do differently and im sorry)"
    that there is nothing he can do about it."
    BUT"
    if you check your BP acc you should find a nice free chip waiting for you."
    "
    Im sorry but its all i could do, i hope it helps somewhat"
    "
    And ty Nicolas for your help( and the chip of course)"
  22. becksfun

    becksfun WELL KNOWN MEMBER

    Got it!  Thanks so much for your help in this!!! You do a great job and i appreciate it.  Lesson learned FOR SURE!! Hopefully in the future they will help explain the adding the bonus part to the max cashout to people!!  Again,  thanks to both you and Nicholas for your time and concern!![​IMG][​IMG][​IMG][​IMG][​IMG][​IMG][​IMG][​IMG][​IMG][​IMG][​IMG]
    Last edited by a moderator: Oct 23, 2014
  23. Sookie

    Sookie Mother of Cats

    Glad that helps [​IMG]and in the future when withdrawing- its best to request the full amount what ever you have- they will remove whatever and you will be sure to get whatever the max is for what you have.And thank you for waiting so patiently while we checked into this.
    Last edited by a moderator: Oct 23, 2014

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