On the 31st of December 2014 I played a bonus on Rembrandt Casino. They offered a 100% bonus of a 1000 euro's and I hoped I could start the new year of with a bang. I read the terms of the bonus, made some screenshots and started my session.
It was everything I'd hoped for and had the run of a lifetime leaving me with a balance of 77395 euro's. My account had already been verified and they were quite fast paying me with previous withdrawals so I decided to make a withdrawal of 5000 euro's and begin to withdraw my winnings.
The next day, still in ecstasy from my session the day before, they send me this email:
First of all we would like to congratulate you with your winnings! Just at the end of 2014 the luck was on your side! let us hope you will be that lucky in the new year 2015 again as well!
Now, as for your winnings, they are in the process of being verified. The winnings are caused by our countdown bonus, which means your payout will be limited to 15.000 euro per the promotion conditions as you can find on page. The remainder will be waived; but of course 15.000 euro is still a nice win! we will start processing your winnings according to our terms in installments the finance department will contact you about.
The only thing what remains for now, is wishing you a gret sylvester and a stunning and healty 2015!
Let us know if you have more questions, we are happy to help you!
Rembrandt Casino "
I checked the terms that i had made a screenshot of and could not find the term they were referring to. Not in the general terms, not in the bonus terms nor in the terms they set up specifically for this bonus.
When I checked the site again I saw that the term about the maximum win from this bonus all of a sudden was added to the terms that were made specifically for the bonus after I made a deposit played and won. I checked all the terms before my session and made screenshots of them. Therefore this term does not apply to me as they are trying to apply it retrospectively.
This had also been the first time they had a maximum payout when using a bonus so it's strange to me that after I made a huge win all of a sudden the terms of this promotion were not in line with the terms of all their bonuses they had offered during the year.
I tried to get an explanation from them and have e-mailed then numerous times but they continue to claim that this term was already in effect at the time of my deposit.
Now they have taken 62395 euro's of my winnings and only want to pay me the 15000 euro's referring to the term that is added after my deposit an playing session.
I will e-mail a screenshot of the terms to Askgamblers.com as they were at the time of my deposit and a screenshot of the terms after they were adjusted the day after I played.
I really hope me and Rembrandt Casino can come to an agreement through this site.
Thanks in advance,