I have deposited over €40,000 during last 6 months with VIP bonus on each deposit and been betting €25 per spin on slots. In the last couple of months, i had only cashed out smaller winnings when betting €25 per spin and having the same bonus without any problems, but when I do win €11,000 the casino refuse to pay me my winnings and inform me I broke their rules (they changed to max €8 per spin) and that their decision is final. No problems at all as long as I lost money or didn’t win too much.
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I joined playhippo.com about six months and they offered me reasonable bonuses. I had made big deposits and they quickly offered me VIP status and further bonuses. I played in a standard way betting at most 25euros per spin on a variety of slots. Occasionally I won but mostly I lost. They always paid me and usually quickly. This was all within their terms and conditions.
On Sunday 8th december 2013 , I deposited 500euros and played with a bonus. I bet my usual 25euros per spin and eventually cashed out about 11000 euros. I got an email from support telling me that i had broken a term and condition by betting over the permitted amount of £8 per spin. They were removing my winnings and that was final. They told me this rule had changed about two months ago.
Here is their email:
> Our security department has made a thorough review of your account and
> concluded that you have breached our T&C.
> You have not used bonuses given to you in there intended way and
> consistent and clear breaches of rule 8.10c are evident.
> *8.10c In the interest of fair gaming there is a maximum allowed stake
> per bet until the wagering requirement has been met. This is true for all
> bonuses given from the company and include first deposit bonus, reload
> bonuses and all other bonuses. The maximum stake is €8 or currency
> equivalent. A bet is defined as one roulette/slot spin or one dealer's
> dealt hand in any table game*
> As a result we will deem the current bonus and winnings there off void.
> Your balance has been reset to the initial deposit made on the 08/12/2013.
> You are still welcome to use our site and your account will not be closed
> as long as you follow and respect our terms and conditions in the future.
> If you breach our terms and conditions again we will permanently close your
> Our decision is final.
> *Kind Regards*
> *Alexander Taylor*
> *Head of Legal, Compliance & Regulatory*
I find this strange that:
1. I have been always playing this way and they have allowed my withdrawals including one the day before for a small amount (about 800 euros) but today they decide they are going to enforce it. I have been playing there every day for weeks and they allowed me to play like this until today. Few days before they also allowed a small withdrawal to go through despite betting 25 euros per spin.
2. Is it really reasonable to expect a player to check terms and conditions every time they take up a bonus to see whether they have changed. I play sometimes 2/3 times a day. When I sign up to a credit card, I agree to the terms and conditions. If the terms and conditions change they always inform me of the change. But casinos don’t appear to have this rule.
This casino is giving the industry a bad name and players should be warned in my opinion. I feel I deserve my winnings and ask if you can help get my winnings back.