Recently a player contacted us regarding issues around a withdrawal request at Kitty Bingo and further investigation around the problem increased our understanding of how the wagering requirements and play through works at the site. The original problem was that Player A had made a deposit at the site, claimed the 50% reload bonus and then after playing for quite a while, requested a withdrawal of £200. The following day she deposited a further £20, again receiving a bonus before she was then told her withdrawal was to be added back to her account as wagering had not been met.
The issue was not around the cash being put back into her account but the fact that in processing a withdrawal before meeting wagering requirements, around £11 in bonus funds were lost from her Kitty Bingo account.
The question then was how would Player A have known that the wagering had not been met, and who is responsible for ensuring that withdrawals are not processed and bonus funds lost as in this case.
In order to ensure that we dealt with this situation in a fair and unbiased manner to both the player and the Kitty Bingo operator’s we deposited £10 into our account and checked out all of the information available at the site surrounding wagering and withdrawals.
On the depositing screen, as you can see below, it quite clearly gives you the option to accept the bonus or choose (by using the pull down menu) not to accept it. The wagering requirements are clearly shown:
Kitty Bingo Deposit Screen
At this point, when you visit the ‘My Account’ section of Kitty Bingo, under ‘Account Activity’ and then ‘Promo Activity’ you can see 15 of the last bonus transactions on your account. An example from my account is shown below:
Kitty Bingo Wagers Pending
As you can see from the above I still have wagering outstanding from a recent bonus, the Xmas Bingo Cash Drop Bonus, as I played more on bingo the wagering still required showed quite clearly as per the image below:
Kitty Bingo Wagering
It’s a very clear and transparent system at Kitty Bingo, when you understand where to look for the details. Unfortunately for Player A, a recent withdrawal where she had met wagering requirements was processed with no issues which led her to believe this would be the case with the most recent cash out. Sadly she had not checked the ‘My Account’ section of the site and her wagering which resulted in the loss of bonus funds; a lesson learnt by the Player and a better understanding of Kitty Bingo and their wagering requirements for me.