Bonus Complaint Casinoroom doesn't compile with terms given and changes them

Berre

Dormant account
Joined
Jun 8, 2010
Location
Europe
Hello,

On the 24th of May I saw that Europoker had opened a new casino (Casinoroom) I had a positive experience before with them so I contacted Casinoroom - Europoker about their casino bonus that I saw on their front page because I could'nt see any T&C.

I had a live chat with the support of casinoroom and was told that the requirements are 45x times bonus amount on all games except Roulette, Blackjack, Baccarat and Craps

This is the screenshot of the chat transcript I received in my mail box:
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(I had some problems with the bonus being credited and the casino manager credited me the bonus on the 25th of May and lowered the requirements to 35x and didn't mentioned any changes in the requirements)

So the requirements are 7000$ on all games except Roulette, Blackjack, Baccarat and Craps.

Around 2 weeks later on the 4th of June I contact casinoroom again to have an update on my requirements and I was told I still needed to do 6826$. This was impossible because I already had 227 VIP points and that is more than 174$ wagered and I didn't played any of the restricted games. I received this reply from the customer support:

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(The next day I think) I was then told the requirements were 55x times on all games except all table games by the manager...

This are obviously not the terms that were given to me and that I agreed on when I deposited and received my bonus on the 24th-25th of May. I was never told about this change nor could I check this on the website as they still haven't put the terms up. The customer support even confirmed it to me the 5th June as shown above in the screenshot


Casinoroom manager says that I'm just trying to find a hole in what the support told me and because he told me that it was now 55x on all games except all table games that are the terms I should compile with now :what: So all the play since the 24th May and the day the casino manager told me the terms changed doesn't count also for him...


How is this trying to find a hole? I was clearly told that the requirements were 45x times bonus amount on all games except Roulette, Blackjack, Baccarat and Craps on the 24th of May in the live chat (and again the 5th June)

I have a feeling that the manager is trying to change my bonus terms so that I can't meet the requirements!


So to resume:

I accept and deposit for a bonus with 45x requirements on all games except Roulette, Blackjack, Baccarat and Craps.

2 weeks later the manager changes my terms and says no you have to do 55x on all games except table games



What should I do now? Trying to explain this to the manager has come to a dead end. He doesn't want to understand this and just says that I'm trying to find a hole :what:


Thank you for hep


Regards,
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
It's the MANAGER who is looking for holes. First it is 45x, then, curiously, it is LOWERED to 35x, before finally being jacked up to 55x. At no point were there any terms available on the website, so the ONLY information was "off the record" responses from live chat. Management have FOUND the hole, and are USING it. They have pretty much allowed themselves to make it up as they go along, since there is NO RECORD of a fixed state at any point in time. This gives them the ability to rip you off, and it seems they have already started to prepare the ground work for this, by making THREE different determinations as to the terms before you have met even a fraction of the WR.

Perhaps POKER sites should stick to, err, POKER, and not get their knickers in a twist by trying to run a casino, badly so it seems in this case.
 
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