Complaint #8
Slotobank Casino
Cancellation of bonus due to terms, not being properly stated within their website
11 years ago
I took an ad-hoc bonus after several deposits that was emailed to me. The email had no terms and conditions attached to it.
The bonus entitled me to a 75% bonus upon going to chat and asking it to be added.
I deposit 20 euros and received 15 euros bonus.
The wagering on this was displayed on my account and I duly managed to wager through over 1500 of wagering playing low stakes on DOA.
After getting upto about 300 euros on low stakes 0.54, I switched to Castlebuider playing at 1.5 euros, going upto 3 euros. I did not manage to do that well but finished wagering at 275 euros when i cashed out.
I had an email 2 days later to say i had broken the bonus terms. This is what was said:
"Dear Toby,
After the investigation of your account our security department detected that you violated the restriction of maximum bet allowed (http://slotobank.com/en/welcome150-2/ paragraph 13 and also General Terms and Conditions):
In the interest of fair gaming there is a maximum allowed stake per game round when a player is wagering bonus money. This maximum stake is 10% of the bonus amount granted (but no more than 30 euro). In case of a breach of this rule, the player agrees that his bonus and any associated winnings may be void.
Your balance was cleared and your initial deposit was put back on your account"
However, there were no terms regarding the bonus in their General Terms and Conditions AND in their Casino Terms and Condition regarding a max 10% of the bonus bet size.
The link they provided relates to their welcome bonus which is a 200% bonus through affiliates and 150% through the site. My bonus was not definately NOT the welcome bonus as this had already been claimed (and lost) previously, it was ad hoc. The customer service chat did not direct me to any terms on this one when it was awarded, and as said there are no terms on the email invitation of this.
Their terms and conditions are here:
https://slotobank.com/en/TermsConditions
Section 8.7 of these states "Specific bonus conditions may be published on the website with the launch of specific bonus schemes." However, this ad hoc bonus which was not a welcome bonus had no terms to it either offered or visable on their site.
Therefore, I am being bound by bonus terms specific to a bonus I was not playing with, and further the website terms and condition says that all bonuses have their own terms.
Therefore, the CS in their above email pointing to a different type of bonus is not relevant, and their terms and conditions cited having nothing relevant to this bonus or any specific bonus.
All in all, they therefore should pay this withdrawal. I attach the email which was sent to me factually proving this was not a welcome bonus AND showing no separate terms.
If you could look into this I would be very grateful. I have written to them yesterday but they said they would get back to me this afternoon, nothing has appeared.
The bonus entitled me to a 75% bonus upon going to chat and asking it to be added.
I deposit 20 euros and received 15 euros bonus.
The wagering on this was displayed on my account and I duly managed to wager through over 1500 of wagering playing low stakes on DOA.
After getting upto about 300 euros on low stakes 0.54, I switched to Castlebuider playing at 1.5 euros, going upto 3 euros. I did not manage to do that well but finished wagering at 275 euros when i cashed out.
I had an email 2 days later to say i had broken the bonus terms. This is what was said:
"Dear Toby,
After the investigation of your account our security department detected that you violated the restriction of maximum bet allowed (http://slotobank.com/en/welcome150-2/ paragraph 13 and also General Terms and Conditions):
In the interest of fair gaming there is a maximum allowed stake per game round when a player is wagering bonus money. This maximum stake is 10% of the bonus amount granted (but no more than 30 euro). In case of a breach of this rule, the player agrees that his bonus and any associated winnings may be void.
Your balance was cleared and your initial deposit was put back on your account"
However, there were no terms regarding the bonus in their General Terms and Conditions AND in their Casino Terms and Condition regarding a max 10% of the bonus bet size.
The link they provided relates to their welcome bonus which is a 200% bonus through affiliates and 150% through the site. My bonus was not definately NOT the welcome bonus as this had already been claimed (and lost) previously, it was ad hoc. The customer service chat did not direct me to any terms on this one when it was awarded, and as said there are no terms on the email invitation of this.
Their terms and conditions are here:
https://slotobank.com/en/TermsConditions
Section 8.7 of these states "Specific bonus conditions may be published on the website with the launch of specific bonus schemes." However, this ad hoc bonus which was not a welcome bonus had no terms to it either offered or visable on their site.
Therefore, I am being bound by bonus terms specific to a bonus I was not playing with, and further the website terms and condition says that all bonuses have their own terms.
Therefore, the CS in their above email pointing to a different type of bonus is not relevant, and their terms and conditions cited having nothing relevant to this bonus or any specific bonus.
All in all, they therefore should pay this withdrawal. I attach the email which was sent to me factually proving this was not a welcome bonus AND showing no separate terms.
If you could look into this I would be very grateful. I have written to them yesterday but they said they would get back to me this afternoon, nothing has appeared.
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