Anybody here able to help with Metal Casino (PlayOjo group?)

[Stu Lawrence]

Hi all,

I've already been on to live chat and it has been escalated but I haven't heard anything back yet, and wondered if anybody here could help.

In my eyes it quite a straight forward casino error, but I'll explain the whole story:

A few days back I received a mail from Metal casino (I play there a lot and have no probs with the site at all) which offered £50 match if I deposited £50. I never usually do bonuses as I can't be arsed with all the T's & C's but thought it would do for a few quid. So, £50 in, lost it. Didn't have any bonus available so went onto chat and was told it woukd only show/be payable on select (cack) games only. So I popped over to The Reel Deal and spunked the £50 bonus. Balance of both bonus and real money is now at 0.

Having an unscratched itch, thought I'd have another spin. So stuck in a ton. 'Real money balance' is now at £100. Had about 8 spins on Reactoonz 2 and hit Garga...paid £108 on 40p stake. Bonza. Carried on for a few spins and noticed my balance was down to £150! Did a bit of investigating and found that my 'bonus balance' account now had £50 in it?! Went to chat...after speaking to a number of people I am now waiting on an email. They confirmed in chat that there was no bonus terms attached to my second, £100 deposit but couldn't explain why half of my winnings had been transferred to a bonus balance. Has anybody seen this before?

I have left the money as it is, I'm just conscious that the bonus money will apparently expire the end of the month...bonus money that is in fact mine! I would just plough through it as it would probably end up lost, but knowing what will happen if I do this (hit a win and then have a million x wagering or something) I want to make sure it's all as it should be.

Thanks in advance all,
Stu

[dirtystack]

Pop into The Real Deal and see if there was an unfinished game round on your last spin.

Can cause an issue if you exited the game before the last spin with your bonus money was completed fully.

Other then that just let them look into it an get back to you - prodd them after a couple of days if there has been no response.

[vanHooff]

3 hours ago, Stu Lawrence said:

Balance of both bonus and real money is now at 0.

etc. etc.

Thanks in advance all,
Stu

I have seen wagering requirement carry over from an unfinished bonus at Partycasino (shame on you) and have looked up for you if the same might be at Metal Casino.
Luckily this is not the case, as per the bonus terms:

In the case that bonus money is wagered and lost, but not all wager requirements were met, the next deposit made to your account, providing you don't have any open games, will automatically reset the bonus as Consumed and it will not be necessary to complete the remaining wager requirements. 

If all happened as described, and at this point we have no reason to assume otherwise, you have been playing with 'real money' only after redepositing and no bonus funds should be involved. 
Hope you made sure you played exactly to 0 bonus and 0 real money.

All: please make a habit of doing this.
Book of Dead is your go-to lot for emptying accounts, as you can play that slot as low as EUR 0,01 per spin and in some cases it even automatically adjusts stake to your last cents.

Stu, hope you'll get the issue resolved to your satisfaction.

[Stu Lawrence]

Thanks guys, much appreciated.

The bonus funds were exhausted, and besides as I said above-unless I played certain games the bonus balance didn't show up. I think I finished up with about 7p when I left The Reel Deal. Even if this rogue 7p was still hanging about, I had about 10 spins on Reactoonz before Garga hit so it would have been used up anyways. Will give them another nudge in a couple of days!

Thanks

Stu