I really wish I'd done some research before having anything to do with AC Casino. I'm a sucker for free chips but this has been anything but fun. For the first time ever, I actually won $500 on a free chip. First of all I enquired about play through and, after a few emails and withdrawal requests, I played considerably more and once I believed I had played through sufficiently, (at this stage it was down to $200), I again requested a withdrawal via their accounts department.
This request was rejected again with the following explanation:
"Unfortunately, your withdrawal request has been declined for the following reasons:
The coupon codes you have redeemed are: FREECHIP65, FREECHIP46 and 12FREE.
Please remember that you are required to wager $4,920 on Slots and Keno to fulfill the wagering requirements of this bonus. You have currently wagered $4,920 on those games.
We highly recommend you not to redeem a second bonus while still having free chip bonus money in your account. We noticed you redeemed all those free chips and your account never went to $0 balance*. You are supposed to play with only one free chip at a time. In your case since you have been playing with all at the same time, then you must complete the wagering requirements for all.
This ticket is being closed. Please open a new ticket when ready to request a withdrawal again."
I accepted the explanation of cumulative wagering on multiple bonuses however the statement that I was "required to wager $4,920 on Slots and Keno to fulfill the wagering requirements of this bonus. You have currently wagered $4,920 on those games." to me, sounded as though I qualified.
Despite numerous emails to their support department trying to get them to see the anomaly (during which I was told by one person that I’d only be allowed a maximum withdrawal of $4 as the bonuses I’d used totaled $196 but I’ve got no idea where that figure came from!) but they just didn't get it at all.
In the end, I gave up complaining about the accounting issue and just focused on their customer service but they didn’t “get” that criticism either.
The end result was that I got so fed up that I told them that I was going to publicise my experience and asked them to close my account, which they did without even an apology.