Florijn Casino - Unfairly accusing me in terms breach

RESOLVED
posted on September 1, 2016.

I joined Florijn casino on 28.8, deposited 200 and got a bonus of 300. I played the slot Secret of the Stones and was lucky enough to get a balance of over 5000. I then changed slot and played Steam Tower and whilst I was playing I got an email saying the following.

"During a review of your account we have indicated a breach of our bonus terms which can be found on ‘https­://­www.fl­ori­jnc­asi­no.c­om­/en­/bonus’
Your gamelog is clearly showing a breach of our term:

“Initiating a high win on a high variance game and switch to a low variance game purely to complete wagering requirements are also indicated as irregular play.“

Therefore we have closed your account and your deposit wil be refunded"

This is completely unfair as I only played 2 different slots. What I did was not a breach of their terms and my money has been unfairly taken.

Please help me Askgamblers

posted on September 5, 2016.

Dear Marco,

First of all thanks for joining Florijn Casino, and sorry to hear that you are not satisfied.

In the bonus T&C is literally stated “Initiating a high win on a high variance game and switch to a low variance game purely to complete wagering requirements are also indicated as irregular play”, this had nothing to do with playing only two games. You switched games in order to complete the wagering requirements.

In the terms and conditions that you accepted upfront is literally stated that what you did is not allowed to switch between high variance and low variance games to complete the wagering requirements.

Right after you initiated the big win on a high variance game Secret of the Stones you switched to the low variance game Steam Tower. This is a breach of the above term and exactly.

The consequence
If the terms are violated, the following will happen;

“ you will be limited to a maximum withdrawal value of one time your first deposit amount and any remaining balance will be forfeited if the casino deems your play to be irregular”

We will stand by our decision because you breached the terms.

Kind regards,

Florijn Casino

posted on September 5, 2016.

Please don't invent new terms.

I'm not allowed to change from a high variance game - slots - to a low variance game - blackjack.

Now you start inventing an excuse to not pay by calling SLOTS! "Low variance game"

This is excuse invention

posted on September 7, 2016.

Hi Marco,

Thanks for you reply.
We don’t invent new terms. As you can see, we are referring to the terms that are in place and which you agreed on upon registration.

You played with Bonus money, the bonus money is only available for slot games. As stated in the terms and conditions it is considered irregular game play to switch from a high variance game (Secret of the Stones) to a low variance game (Steam Tower).

This has nothing to do with blackjack, because you did not even play blackjack (it’s not allowed as you can see in the bonus terms.) Also it is technically impossible to play this game with bonus money.

Bonus money is granted to players to play and to have the possibility to win something extra. To keep things fair there are rules in place to prevent misuse of this bonus money. You violated these rules, and therefor as stated in the terms and conditions as well, your balance is been forfeited and we have wired you your deposit amount. The terms and conditions are not only for our players also for us.

We are not making things up, the rules were there all the time.

Kind regards,
Florijn Casino

AskGamblers
posted on September 10, 2016.

AskGamblers Complaints Team have been in a direct communication with Florijn Casino management. We are now awaiting the casino team to provide the required information.

AskGamblers
posted on September 14, 2016.

AskGamblers Complaints Team have been in a direct communication with the Florijn Casino management over the last couple of days trying to find a solution. We are afraid we did not manage to achieve such and therefore, we recommend a player to forward this issue in front of the licensing authority directly. AskGamblers Complaints Team will comply with the decision taken from licence authority. Until then this complaint is closed and considered as Unresolved.

AskGamblers
posted on September 20, 2016.

AskGamblers Complaints Team have been provided with enough information and evidence on behalf Florijn Casino management to confirm the fact that player indeed breached the part in bold from the General Bonus Terms&Conditions quoted below.

Where a bonus has been granted to you subject to wagering requirements, you will be limited to a maximum withdrawal value of one time your first deposit amount and any remaining balance will be forfeited if the casino deems your play to be irregular. For example, equal, zero or low margin bets or hedge betting shall all be considered irregular gaming for bonus play-through requirement purposes. Other examples of irregular game play include, but are not limited to, placing single bets equal to or in excess of €5 to initiate a high win during the early stages of game play, then significantly reducing bet size down to €1 a bet until such time as the wagering requirements for that bonus have been met. Initiating a high win on a high variance game and switch to a low variance game purely to complete wagering requirements are also indicated as irregular play . While a Bonus is in play, the maximum you may bet on any single bet will be limited to 5% of your original deposit or €5, whichever is the larger amount, in case of a non-deposit bonus your maximum bet is capped at €5. Any value above this amount will be considered irregular play for bonus play-through requirements. The Casino reserves the right to decide at its sole discretion which activities constitute "irregular play" for bonus play-through requirements. This clause will only be applied at the discretion of the Casino Management. All progressive wins are exempt from this clause. For a wager to count towards play-through requirements, the following minimum bets are required: slots €0.50.

In case of a disagreement with our decision, player is free to request further assistance on the matter from the relevant licensing authority.

The case is officially closed.

Florijn Casino complaints

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