I won over 57,000 GBP in Casinoroom October the 28th 2014.
The deposit was 500 and the bonus was 500, it was an ongoing bonus offer.
I won big playing Dead Or Alive 18 a spin. Before the big win I won around 6000-8000 in slots name Thief or Jack Hammer(I can't recall the exact amounts and games)
The casino sent an email they are not willing to pay due to a max bet rule.
They say you can't bet over 30% of your current balance in a single bet
I remember I checked the terms and condition before and I couldn't find any max bet rule.
I went again to check the terms but still couldn't find any 30% rule
I checked the Promotion terms and it wasn't there (now they added it to the promotion terms, it was added after I emailed them it is missing and and they admit it wasn't there nor in the full terms or terms of service, the email below prove that fact)
I went to check the terms of service but still could find nothing.
I clicked inside the terms of service and clicked FULL TERMS and still nothing - no such term
I sent them an email asking where in the terms and condition it says you can't bet 30% of your total balance.
This is the link they sent:
I continued to check the terms and it took me around 20 minutes to reach this link, it is hidden to such an extent it is impossible to reach these terms
I don't want to waste anybody time and I will send the instructions of how to reach these terms but just for the challenge and for me to express and describe the issue here can I ask you to try and find it yourself in casinoroom, I wonder if it is only me who simply had no chance to reach this promotion rule.
Well here is the answer if you couldn't find, go to bonuses then click on Terms of service, then when you are inside terms of service click where it says FOR FULL TERMS PLEASE CLICK HERE, click on it, now you are at the full terms, you won't find it there but if you look for the word Ellmount you will find the click here link and only then you will see the 30% rule (now they changed it a bit and it says clearly terms and condition click here but back then it was just written in full terms - for Ellmount’s respective terms and condition click here and only then you would see this 30% of balance rule.)
Not only that this 30% is an ILLUSIONARY RULE because if you have a dollar in your account and you bet 0.4 it leaves them a reason not to pay, this rule is not valid anyway.
They added the rule to the bonus terms right after I let them know it is missing and this is what they had to say
"We have updated the bonus games page which doesn't change the fact that the terms that you agreed to when you signed up to Casino Room"
The full email:
the clause has always been present in the terms and conditions and this has to go through the LGA in Malta who has a copy of these terms.
This clause is included under "Gaming restrictions and jurisdictional issues" and it belongs to the games that you have played from NetEnt
These games are regulated and authorized by the Lotteries and Gaming Authority of Malta under the license issued to Ellmount Gaming Ltd and therefore while using these games your relationship is governed by the terms of service of this latter company. Your relationship with Ellmount Gaming Ltd and the use of these games is governed by the respective Terms and Conditions available here.
We have come to this decision after careful review of your game history. I am aware that you want to go all the way, but the situation is quite the opposite as it is you who is claiming winnings that were acquired through irregular gaming for bonus play-through requirement purposes.
We have updated the bonus games page which doesn't change the fact that the terms that you agreed to when you signed up to Casino Room have always been there and remain as the final and official contract between us.
I always like to provide the best possible solution and there's nothing wrong with going public, you have the right to do that, but we are not arguing about different opinions on the bonus system, it's all about facts that ultimately lead to our full terms, specifically the games governed by these terms http://www.casinoroom.com/termsofservice/ellmount/
Before any withdrawals are processed, Your play will be reviewed for any irregular playing patterns. In the interests of fair gaming, 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 for bonus play-through requirement purposes include but are not limited to, placing single bets equal to or in excess of 30% or more of the value of your total balance (including any given bonus) until such time as the wagering requirements for that bonus have been met. Should the Casino deem that irregular game play has occurred, the Casino reserves the right to withhold any withdrawals and/or confiscate all winnings and bonuses.
You cannot justify your conduct on the grounds that you were not aware of these rules.
I am willing to improve my offer, just for the sake of making this easier for us, if you agree I will give your total deposits back and please trust me this is by far the best I can do, considering I should not be offering compensation on the first place.
If you have any questions please don't hesitate to contact us.
This is what Steve Russo from Gambling Grumble had to sum which explain the situation better than I can:
"The Very Hidden Rule....Casino Room, however, presented a problem we have never before run across -- it is refusing to pay Krisna K of the UK the 57,000 GBP she won because of a rule that is almost impossible to find. ...