Payment confiscated following change to terms and conditions
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.
Read full story below.
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:
Dear Sir
>
> 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*
>
> *http://playhippo.com/TermsConditions/Casino*
>
> 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
> account.
>
> 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.
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