- Joined
- Jan 20, 2004
- Location
- Saltirelandia
This issue came to our attention when a player reported they were being held to Terms of a bonus they had neither asked for nor had been told of. The player had deposited at the casino expecting a generous bonus. The bonus money arrived, the player played and ended up winning a substantial amount (€31,000). When they went to withdraw they were told that their bets had been too large and had violated the Terms so the winnings were confiscated. When the player objected that there were no such Terms attached to their deposit bonus the casino pointed out that a (much smaller) additional bonus had been added and that it was the Terms of that bonus that the player had violated.
We investigated and found out that the smaller bonus, 1/20 of the original bonus, had been added two minutes after the original bonus though the player swears they arrived simultaneously. Either way, to the player this simply appeared as one bonus. The casino says they "usually do" tell the player of the additional bonus and the Terms applicable but had no evidence or proof that it had been done in this particular case. The player said the first they had heard of the second, unannounced bonus was when their withdrawal had been denied.
The casino's defence was that the Terms were being updated to avoid this problem in the future. When we pointed out that they must then agree that there had been a problem -- why else update the Terms? -- and as such the player's case should be re-examined. They said no, their decision would stand: the player's winnings were forfeit. Either way updating the Terms is hardly taking responsibility for the unannounced bonuses, past or future.
WARNING: Players are advised to carefully watch their accounts at Conan Casino for unexpected and/or unwanted bonuses being added without notice. The casino will hold the player to the Terms of the additional bonuses whether the player is aware of those Terms or not. The additional Terms may be used to justify the confiscation of legitimate winnings through no fault of the player.
We investigated and found out that the smaller bonus, 1/20 of the original bonus, had been added two minutes after the original bonus though the player swears they arrived simultaneously. Either way, to the player this simply appeared as one bonus. The casino says they "usually do" tell the player of the additional bonus and the Terms applicable but had no evidence or proof that it had been done in this particular case. The player said the first they had heard of the second, unannounced bonus was when their withdrawal had been denied.
The casino's defence was that the Terms were being updated to avoid this problem in the future. When we pointed out that they must then agree that there had been a problem -- why else update the Terms? -- and as such the player's case should be re-examined. They said no, their decision would stand: the player's winnings were forfeit. Either way updating the Terms is hardly taking responsibility for the unannounced bonuses, past or future.
WARNING: Players are advised to carefully watch their accounts at Conan Casino for unexpected and/or unwanted bonuses being added without notice. The casino will hold the player to the Terms of the additional bonuses whether the player is aware of those Terms or not. The additional Terms may be used to justify the confiscation of legitimate winnings through no fault of the player.
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