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Casinoin - Adding and applying bonus term retroactively in order to avoid paying €10,850 of legitimate winnings

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係争中のカジノ

カジノイン

€ 10850

投稿日 2020年6月4日

I played a 100% welcome bonus on 13.5.2020, with 500 euros. I ended up winning 10 850 euros from their campaign, and this is where the trouble began. They took forever to release funds, and they kept declining my withdrawals. After this they asked me for KYC, with selfie with passport+card+ their site on the background, documents including the card, passport and my bank statement. I sent everything instantly.


After 3 weeks, they let me know that they have removed all my winnings due to breaking their NEW T&C, even though I havent. When I played the bonus, there was no maximum bet on the campaign. This can be seen on the screenshots below. They changed the campaign AFTER I won big, and now refuse to pay. I know this because I checked the T&C before playing my bonus. I played Copy Cats, Space Wars, Victorious Max on 10-20 euro bet most of the way through, and in the end some spins with 50 euro bet.


You can find the old bonus terms on their AskGamblers site, and these screenshots prove that I am right. This is a huge sum of money, and they should pay up, I have not broken any of their T&C.


Best regards,


< full name removed >

投稿日 2020年6月5日

Hello,

We have already replied to the review that you left under our casino overview. We will reply also here in order to clear up the situation.

I would like to draw your attention to the fact that the verification is the standard procedure that takes from 3 to 14 business days according to our T&Cs, which customers are expected to study before creating an account in any system. Please note that your account was under verification during 12 business days, it's within the timeframe specified in the T&Cs.

Please kindly be advised once again that there are certain wagering rules that need to be fulfilled in order to receive a bonus. Those rules are publicly available in the promotion description. When you select to participate in the promotion, first of all, you need to refer to the promotion description on the website since it is the primary source of information. If there are some changes, they may not be updated and reflected on the partner's website immediately.

As I have already mentioned before, I have checked the Welcome Bonus description and the date of your account registration and can confirm that the conditions did not change after you signed up. We will provide Askgamblers with the proof of that.

Since you did not follow the wagering conditions, the bonus was cancelled for your account according to our T&Cs.

Once again, accept our apologies for the inconvenience this may have caused you.

投稿日 2020年6月5日

Hello,

as I mentioned earlier, this is incorrect. When I made my 500 euro deposit, I checked all the terms and conditions, and DID NOT find a term including a max bet for this wager. The wager was 50x Bonus sum, 25 000 euros in total. I managed to win and complete the entire wager.

The terms you refer to right now, are the ones you added later on. At the time of my win (being a new casino) you did not have it. That is not my fault, and you owe me almost 11 000 euros in total.

Best regards,

< full name removed >

投稿日 2020年6月6日

This is the exact bonus details I agreed on:

"The conditions to be fulfilled for the welcome offer are as follows.


Terms and conditions deposit bonus offer 100% up to €1,000
The offer is valid only for users who registered an account on Casinoin.
The minimum amount of the first deposit to get the bonus is €10.
The maximum amount of bonus available is €1,000.
Once the player receives the bonus in order to withdraw the winning coming from this bonus he/she has to wager the deposit amount 50 times.
The bonus can be wagered on all games of the Live Casino and Slots sections of the site.
Each game category contributes differently to the fulfilment of the wagering requirements as specified below:
Slots 100%
Live casino 10%
Please note, that the bets for other games do not contribute to the wagering requirements fulfilment.
Once received the bonus on the first deposit, the customer has 30 days to fulfill the wagering requirement.
After 30 days, if wagering requirements are not met, the bonus balance and the winnings generated are forfeited.
To fulfill the wagering requirements both bonus and real money funds can be used but real money funds will be used first.
Every user can receive only one ( 1 ) welcome bonus.
The offer is valid for one user only, one IP address, one family group, one device, one email address, one payment method.
The company reserves the right to change the terms and conditions, as well as cancel the bonus program at any time without prior notice.
The current conditions of specific promotions and bonus programs, including the rules for calculating and using bonuses, are published on the Company's website.
The company reserves the right to refuse participation in the bonus program to any person.

15 Free spins 4 weeks Terms and conditions
This bonus is valid only for users who have chosen “100% first deposit bonus on Casino” as the first deposit offer and made a first deposit.
In order to get the weekly free spins the user has to make at least €50 deposit from the current Friday 12:00 (UTC) until the next Friday 11:59 (UTC). The offer is valid weekly for 4 weeks for each participant.
Free spins are issued every Friday for 4 Fridays in total starting after the player made his first deposit.
Free spins can be used on Troll Haven slot only.
Free spins can be used within 7 days."

投稿日 2020年6月8日

Hello,

Please kindly note that we will provide the corresponding confirmation to the Askgamblers Team privately, since this information is internal and cannot be posted publicly.

Thank you for the understanding.

AskGamblers
投稿日 2020年6月8日

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Casinoin management acted in accordance with their Terms and Conditions.

Based on the above mentioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

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