Very unresponsive and unprofessional Customer Support.
Conan Casino confiscation of winnings
I won 31000 euros at conan casino on the signup bonus,
I deposited 200 and got 630 EUR bonus, I won on 3 card poker and slots with a max bet of 100 on 3 card poker. they have conficated the winnings for breaching the maxbet rule which is 30% of the bonus.
The casino is saying that it was 20 bonuses (600+30) and the rule applies to the smaller of the 2 bonuses. However when i deposited i got the bonus automatically with no mention of a second bonus, it came as one bonus and one wagering requirement.
Please could you help me get this money.
Unfortunately, we had to inform the player that her winnings are voided due to breach of T&C.
The player accepted two bonuses, one of the two said that you cannot make bets over 30% of the bonus size.
Accepting the bonus subjects a player to its terms, as severe as they may be.
Our bonus T&C’s are currently under review and we are taking measures to make them simpler to understand and more attractive
We’re happy to pay out winning players and enjoy the extra promotion that it generates, but in the name of fair gaming, it is very important that players read and comply with the terms and conditions of each bonus they accept.
We apologize once again for this and hope this will not affect any other player experience in the future.
I have had no more response from conan casino regarding the confiscation of my winnings.
Are there any proofs which can prove us the statement about the breach of T&C?
We are unable to tell at this time if the player was informed or not, however we hold our position that it is the player’s responsibility to be aware of all the terms of the additional benefit he/she is given. That said, we are creating new terms and processes that will avoid any confusion in the future.
To be clear what happened was I deposited 200 and instantly in 1 go got a bonus of 630 so my balance was immediately 830. It was not given as two separate bonuses and I did not have a choice to accept just one of them.
I started playing with 830 and placed bets of 100 which is far less than 30% of the 630 bonus I received.
Conan casino are saying that the 630 was two separate bonuses of 600 and 30 and that I should only be betting less than 30% of the smaller one, so I should have been betting 8 with my 830 balance.
This is unreasonable any way you look at it and not covered in their terms at all. I would like to see them try and prove they are right in court.
They know they are wrong themselves as they previously offered to settle this matter for 10% of my winnings which is absurd. I won this money fair and square and they should be paying all of it!
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