[Unsinkable_2]

Hi,
Thanks for a great site and forum guys.
I am considering if I should or should not file a complaint with MalinaSports or not.
Anyone eager to help out?

Basically, I signed up for a sports bonus, bet up to 1000 EUR (!) get 50 % freebet bonus on Malinasports (same as malinacasino).

As there is difference in how freebets are handled in the industry (are stake deducted or not) I thoroughly checked all general and bonus specific T&Cs. There is no mention of freebet stake deduction/removal. There is, as is natural, mentioned 3x rollover requirements of freebet winnings.
Bonus was given balance on account, with terms stating it must be used as one single bet.
Betslip showed 300 EUR X 2.35 = 705 potential winnings both before and after placing bet.
As you might now guess, I won the bet.
Initital balance after settlement was 705, but this was quickly adjusted without notice by Malina to 405.

Live agent initially said that deduction was mentioned in general T&Cs but could not provide section (naturally). He later simply referred to his manager as source for information.
They where polite, but not interested in making a exception in my case.

I understand that they are not trying to "steal" profits from me as a single customer, but I believe I had every right to believe that stake was included in freebet winnings. Thing is, should I have understood this on beforehand or was I right to believe that the freebet winnings included freebet stake?
I have used a few bookies who clearly state that stake will be deducted, and in these cases this has also always been visible on the betslip before laying the bet.
For the record, I have saved all T&Cs.

[Optional]

Can you provide a link to the bonus offer you accepted?


In general there are Cash Bonuses and Freeplay/Freebet bonuses.

Freeplays and Freebets are almost always not stake included bets. You just get the winnings portion.


But if you can show me the the actual offer/terms I can tell you for sure what was offered.

[Unsinkable_2]

Thanks for swift reply Optional.

All promos are listed here, relevant promo is "football free bet league": https://malinasports.com/en/promo
Screenshots added below for convenience (did not find a way to attach pictures directly in thread):
https://ibb.co/vH1Z0Qs
https://ibb.co/VBY62xw

[Optional]

Thanks for swift reply Optional.

All promos are listed here, relevant promo is "football free bet league": https://malinasports.com/en/promo
Screenshots added below for convenience (did not find a way to attach pictures directly in thread):
https://ibb.co/vH1Z0Qs
https://ibb.co/VBY62xw

It really is not clear from the bonus terms, or their general terms and conditions.

I see nowhere they explain what a "free bet" actually is.



But, honestly, a free bet really does not include the stake amount in your returns. They are not ripping you off, but they have not explained it very well for new players.

[Unsinkable_2]

Totally agree with you.

If this is a unified industry standard however (my understanding was that stake exclusion was common but not standard in the industry) I won't make any more fuzz about this.
It is definitely industry standard to explain the terms and calculations of freebets, if the stakes are deducted though...

All in all I think it is poor that they neither state the information in their terms nor display correct win amount in betslip and I find it misleading as the promotion may look more attractive than it actually is.

Should prob have understood though

[Optional]

Totally agree with you.

If this is a unified industry standard however (my understanding was that stake exclusion was common but not standard in the industry) I won't make any more fuzz about this.
It is definitely industry standard to explain the terms and calculations of freebets, if the stakes are deducted though...

All in all I think it is poor that they neither state the information in their terms nor display correct win amount in betslip and I find it misleading as the promotion may look more attractive than it actually is.

Should prob have understood though

I have seen other books that display the estimated payout including stake before too.

I've thought myself that was misleading/confusing, even though I knew how it worked for sure myself.