Betonline.ag bonus rollover issue

[beatmixrs]

Hoping for some clarification on betonline.ag rollover rules. Sorry in advance for the length.

Today I deposited $109.63 at 12:26pm CSTusing their nba is back promotion. It’s a 100% bonus. So after my deposit, I had 102.93 cash balance and a 109.63 free play balance. Rollover is 14x of the initial deposit + bonus amount 14(102.93 + 102.93) = $2882.04. Straight forward.

I proceeded to lose the initial deposit of 102.93 (cash bal) immediately and placed the free play wager (102.93 free play bal) on the dodgers ml which I ended up winning and net me $67.23 added to my cash balance.

However, after I had lost the initial 109.63 deposit, I then deposited more funds which had no bonus attached to them. $20.03 at 2:35 pm (lost), $40 at 2:41pm (lost) and $30.05 at 2:46pm. This last deposit of $30.05 I won $ from. I played American blackjack in their casino and won $1970.50, bringing my balance to $2000.55 with a pending free play wager of 102.93 on the dodgers (game had not yet started yet).

When the free play wager was graded as a win, my total account cash balance is now $2067.86. (30.05 deposit w/no bonus + 1970.55 funds won off the 30.05 deposit in their casino playing blackjack + 67.23 won from free play wager).

Since I’d placed the free play wager already, when I went to go withdraw my funds I had won off the deposit with no bonus or rollover attached to it, it said I couldn’t do so due to a pending free play wager. I called player services and requested the free play wager be canceled and to forfeit any funds or anything tied to the bonus from the 102.93 initial deposit so that I could withdraw the funds id won from the $30.05 deposit that had no bonus attached to it. The rep advised I wait until the free play wager finished in order to withdraw my funds.

However, once the wager was graded, it wouldn’t allow to withdraw funds still stating pending free play wager. I called and the next agent tells me ‘I must comply with the rollover prior to being able to withdraw funds’ and directed me to their rules. Specially paragraphs 2-3 of their Free Play Rules in the rules section. I will post the exact language directly below.

For example, if you deposit $1000 and your fees are $15, BetOnline will credit your account the full $1015 + $250 Free Play Deposit Bonus. So, if you have a ten-time rollover assigned for that deposit bonus, you must roll the entire amount (e.g. $1015 + free play) ten times. Thus, to receive a payout without forfeiting anything you won from your bonus, you must first cover the rollover amount (e.g. $1015 + Free Play times ten).

When calculating “rollover”, we use the lower of the risk/reward value as the effective value. For example, if you bet $500 on Team A to win $450, and you bet $400 on Team B to win $350, and you bet $250 on Team C to win $50, the total action applied toward fulfilling the rollover requirement would be $850 ($450 + $350 + $50).

Now I understand roll over requirements and why they are in place. They don’t want people winning a ton of money from bonus funds. I get it. I will gladly forfeit the $67.31 portion of my total balance that came from the bonus. However, betonline is telling me that isn’t possible and that I still must comply with that rollover requirement and wager 2882.04 in order to withdraw the other funds I won from the $30.05 deposit that had no bonus attached to it.

I’ve been gambling for years across many different sites and I’ve never once seen anything like this.

I even asked the rep, ‘so had I lost all funds associated with the bonus and had an account balance of $0, and then say the next day deposited the $30.05 with no bonus and won $1970.50 in their casino, that I would still have to roll over the $2882.04 before being able to withdraw any funds even though they were won off a deposit that no bonus tied to it’ and she stated that is in fact correct.

In my opinion this isn’t correct. And I don’t see anywhere in their rules stating that rollover requirements extend to funds won from deposits that had no bonus. In fact it even says in the rules she directed me to that in order to receive a payout WITHOUT FORFEITING ANYTHING YOU WON FROM THE BONUS that I must comply with the rollover.

Their own language, to me, inherently implies that I have the ability to forfeit any funds obtained from that initial bonus in order to withdrawal the funds I won from a deposit that had no bonus tied to it. That would remain consistent with every other gambling site I’ve ever encountered.

What do I do?

[JoeCool20]

The only hope you have is to tell them to leave the $67.23 you won from the bonus funds and pay you the rest

from the other deposits. Then you can try to gamble $2882.04 worth of bets with the 67.23 associated with the

bonus. Since the deposits were separate and not mingled, then that is/would be the fair thing for them to do.

But just because it is the correct thing to do doesn't mean that they will do it! Good luck.

Let the board know what happens.

[beatmixrs]

I’m only attempting to withdraw the $2000.55 and leaving the $67.23 since I know that is tied to the bonus and I have yet to meet my rollover and understand that.

Like I said I’d gladly forfeit the funds won from the bonus.

I asked to speak with a supervisor and was told none were available and to call back in the morning which is what I’ll do, and I’ll provide an update once that happens. I’m also going to record all future conversations.

Really leaves me with a bad taste in my mouth about betonline who I’ve otherwise had nothing but great experiences with.

Disappointing.

[beatmixrs]

It’s also annoying that they won’t count any of my bets placed in the casino towards the rollover either. Not even 10% on the dollar. Or id have met it already and the point moot.

[JoeCool20]

I’m only attempting to withdraw the $2000.55 and leaving the $67.23 since I know that is tied to the bonus and I have yet to meet my rollover and understand that.

Like I said I’d gladly forfeit the funds won from the bonus.

I asked to speak with a supervisor and was told none were available and to call back in the morning which is what I’ll do, and I’ll provide an update once that happens. I’m also going to record all future conversations.

Really leaves me with a bad taste in my mouth about betonline who I’ve otherwise had nothing but great experiences with.

Disappointing.

That is what I just said bro. Tell them that the other deposits had NOTHING to do with the 1st deposit & bonus.

Then ask for the casino wins to be paid out. One thing they are probably trying to do is stall you before they

do what is correct and pay you. If they stall you then you might go back to casino and lose it all as fast as

you won it. I sure hope you don't do that.

It’s also annoying that they won’t count any of my bets placed in the casino towards the rollover either. Not even 10% on the dollar. Or id have met it already and the point moot.

LOL You can't have it both ways dude! But if they are saying it doesn't count or have any

value towards the rollover, then say OK, I KNOW AND I AGREE THAT IT HAS NOTHING TO DO WITH THE

BONUS FUNDS! SO PLEASE GIVE ME MY PAYOUT FROM MY TOTALLY SEPARATE DEPOSITS,

AND LEAVE THE $67.23 BONUS MONEY TO ITSELF!

[beatmixrs]

I know, that’s what I’m saying lol. I tried arguing exactly that, and the rep is stating they won’t and I can’t with withdraw anything until rollover req met.

It’s frustrating, they keep repeating the same thing over and over. ‘You must complete the rollover blah blah’ it’s like arguing with someone who thinks 1+1=4 Smdh

[JoeCool20]

Well look the boss of this forum will often say be nice & don't get ill or rude with them. And I agree with that.

The next thing that I would say is that since you still have $67.23 then the bonus is still alive.

They can't zero it out yet if you still have money from it.


So tell them : "OK If I bet the $67.23 on something and I lose,

then that deposit and the bonus is all gone and over with... Correct??" Then see what they say.

In other words, once all that deposit and bonus funds are lost, then it is DONE and OVER.


And all other subsequent deposits should have nothing to do with that bonus.

[beatmixrs]

I asked exactly that as well. Every time I tried to pin them down and commit on something like that they deflected and went back to their scripted response.

I am doing my best to remain polite and cordial though it becomes more and more difficult as the convo goes on.

I appreciate the feedback. I’m off to bed, hopefully a supervisor can assist in the am. I’ll advise.

[JoeCool20]

OK im going to sleep too. I have had this same problem before. But it was after I had zeroed out the whole deposit and the bonus associated with it. Then when I deposited again, they still had me trying to roll over thousands of dollars on my NEW deposit that had nothing to do with the other one. So I just told them they should zero out the rollover since all the deposit and bonus had been lost. I said: "Look obviously I would NEVER deposit here again in my life if you are going to say that I can't EVER get a withdrawal until I bet thousands of dollars to clear a roll that is all over with!"
I said: "You have to clear and zero out that rollover requirement after I have lost all the money associated with it, or obviously I would never deposit here again!"

BUT you still have $67.23 active on the FIRST deposit & bonus! So you need to lose that $67.23. And then that deposit and bonus, and all requirements associated with it are cleared away.

[Crusherrr]

You need to wait until the next day for the rollover to go away when you have a $0 balance. Otherwise call or live chat before depositing again and they will reset the rollover for you.

It's unfortunate you had to learn this the hard way.

[pologq]

are they trying to say you used the $67.23 when playing in the casino? Like that was in the cash you played with when placing bets.

[JoeCool20]

You need to wait until the next day for the rollover to go away when you have a $0 balance. Otherwise call or live chat before depositing again and they will reset the rollover for you.

It's unfortunate you had to learn this the hard way.

But do you think they will hold his other deposits (and huge winnings) until he makes thousands

of dollars worth of bets trying to clear the other rollover? Or will they let him withdraw after

he loses the rest of the small amount of bonus money that is left??

[Crusherrr]

But do you think they will hold his other deposits (and huge winnings) until he makes thousands

of dollars worth of bets trying to clear the other rollover? Or will they let him withdraw after

he loses the rest of the small amount of bonus money that is left??

He will have to clear the rollover to get paid his balance. I had this issue a while back on Bookmaker where I had futures bets and kept depositing and taking bonuses. I had to clear $80k in rollover to get paid.

BetOnline system clears the rollover after 12-24 hours. Usually overnight and you can deposit again and old rollover resets to $0. If it doesn't, you call or live chat and they remove the rollover.

Unfortunately, he's going to need to clear the $2800 or w/e in rollover to get his balance. Now he knows for next time.

[JoeCool20]

He will have to clear the rollover to get paid his balance. I had this issue a while back on Bookmaker where I had futures bets and kept depositing and taking bonuses. I had to clear $80k in rollover to get paid.

BetOnline system clears the rollover after 12-24 hours. Usually overnight and you can deposit again and old rollover resets to $0. If it doesn't, you call or live chat and they remove the rollover.

Unfortunately, he's going to need to clear the $2800 or w/e in rollover to get his balance. Now he knows for next time.

Right. If he had only lost the bet that won $67 instead of winning it and keeping the bonus alive! LOL
But he won it instead and now he has a measly $67 left in the rollover deposit. So EVEN if/after he loses the $67, I'm sure they will hold all of the other deposits liable to the rollover requirement. Tough luck and nothing to about it.

[DontTailMe]

He will have to clear the rollover to get paid his balance. I had this issue a while back on Bookmaker where I had futures bets and kept depositing and taking bonuses. I had to clear $80k in rollover to get paid.

BetOnline system clears the rollover after 12-24 hours. Usually overnight and you can deposit again and old rollover resets to $0. If it doesn't, you call or live chat and they remove the rollover.

Unfortunately, he's going to need to clear the $2800 or w/e in rollover to get his balance. Now he knows for next time.

Yeah, this is how it almost always works. The books aren't segregating every dollar in your account for you. It's all one giant pool. And if you have rollover, you can't withdraw. That's the rule.

[Optional]

He will have to clear the rollover to get paid his balance. I had this issue a while back on Bookmaker where I had futures bets and kept depositing and taking bonuses. I had to clear $80k in rollover to get paid.

BetOnline system clears the rollover after 12-24 hours. Usually overnight and you can deposit again and old rollover resets to $0. If it doesn't, you call or live chat and they remove the rollover.

Unfortunately, he's going to need to clear the $2800 or w/e in rollover to get his balance. Now he knows for next time.

@OP, ^^^ this is the correct info.

[DR225]

This is a normal situation and that you haven't faced it before, leaves me to believe that you don't mess with bonuses often. I have a 140k rollover with bookmaker with some pending future bets that already lost and I know I can't deposit as I'll be responsible for the past rollover unless my account is zeroed out. Good luck with the rest of the rollover, be smart about it and withdraw a big portion of that!

[Crusherrr]

This is a normal situation and that you haven't faced it before, leaves me to believe that you don't mess with bonuses often. I have a 140k rollover with bookmaker with some pending future bets that already lost and I know I can't deposit as I'll be responsible for the past rollover unless my account is zeroed out. Good luck with the rest of the rollover, be smart about it and withdraw a big portion of that!

They will cancel these bets for you if you'd like. I had them do that for me on silly +5000 type longshots that were dead.

[DR225]

They will cancel these bets for you if you'd like. I had them do that for me on silly +5000 type longshots that were dead.

Thanks for the tip! I might end up doing that.

[ace7550]

Good info guys. I wasn't aware of this RO rule. Thanks Crusher

[beatmixrs]

You need to wait until the next day for the rollover to go away when you have a $0 balance. Otherwise call or live chat before depositing again and they will reset the rollover for you.

It's unfortunate you had to learn this the hard way.

This was spot on Crusher. Good info ty.

Eventually got it all sorted. Thanks.

[beatmixrs]

This is a normal situation and that you haven't faced it before, leaves me to believe that you don't mess with bonuses often. I have a 140k rollover with bookmaker with some pending future bets that already lost and I know I can't deposit as I'll be responsible for the past rollover unless my account is zeroed out. Good luck with the rest of the rollover, be smart about it and withdraw a big portion of that!

No I don’t, and for good reason. Still, betonline should be better equipped and able to monitor which funds roll overs are tied to and which are not.

[pologq]

unfortunately books do not do that. it is a sad lesson to learn.

[DontTailMe]

No I don’t, and for good reason. Still, betonline should be better equipped and able to monitor which funds roll overs are tied to and which are not.

Yeah, no one does that. It’s in their rules too, freely available for anyone to read, so they don’t need to do anything.

[JoeCool20]

This is a normal situation and that you haven't faced it before, leaves me to believe that you don't mess with bonuses often. I have a 140k rollover with bookmaker with some pending future bets that already lost and I know I can't deposit as I'll be responsible for the past rollover unless my account is zeroed out. Good luck with the rest of the rollover, be smart about it and withdraw a big portion of that!

No I don’t, and for good reason. Still, betonline should be better equipped and able to monitor which funds roll overs are tied to and which are not.

Yeah it is the dumbest thing on earth for them to do. Because the whole point for them is to get more money/deposits coming in! Somebody goes on tilt and just keeps depositing trying to "get it back."
But in this case it means nobody will ever deposit there again if they take a huge bonus and then quickly lose the money. Doesn't even make any sense! Give a huge almost un-complete-able bonus to somebody and then lose all the money that they will deposit somewhere else!
They lose the person as a customer because they will never deposit there again.

[JoeCool20]

This was spot on Crusher. Good info ty.

Eventually got it all sorted. Thanks.

By the way, tell us what happened? Did you lose the last $67 from the bonus deposit and then they let you get a payout from the other deposits? Or are they going to hold you to the rollover and make you wager thousands of dollars before you can get a payout on your other deposits?