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Bonus Complaint EuroPalace won't stick to their own terms.

Discussion in 'Casino Complaints - Bonus Issues' started by spoton, Aug 12, 2016.

    Aug 12, 2016
  1. spoton

    spoton Senior Member webmeister

    Occupation:
    Student
    Location:
    Right behind you
    Just wanted to make you guys aware of the fact that EuroPalace(Fortune Lounge) won't stick to their own T&Cs saying all their deposit bonuses (Excluding Welcome-bonuses) have a WR of 30xB. They decided to impose an 50x WR on my 50% match from yesterday.

    They blame it on their people being "slow" to update their TOS, but as far as I see it the only contract here are the TOS.
     
  2. Aug 14, 2016
  3. spoton

    spoton Senior Member webmeister

    Occupation:
    Student
    Location:
    Right behind you
    Be aware that this casino at any time can decide to impose other rules than what stands in their T&Cs.

    I was just told that my 50% match bonus had a WR of 50x, not 30x as their T&Cs cleary says, because it was an "daily offer", not a match bonus...
     
  4. Aug 15, 2016
  5. notplayer

    notplayer Dormant account

    Occupation:
    Software Development
    Location:
    London
    T&C of _particular bonus_ overrides standard _generic bonus_ T&C

    was T&C of that particular bonus available on accept? where WR 50 was listed?
     
  6. Aug 16, 2016
  7. spoton

    spoton Senior Member webmeister

    Occupation:
    Student
    Location:
    Right behind you
    I think the 50x may have been hidden under a info-tab or so. I did not look for it as I read the T&Cs they reffered to in the email they sent out which stated 30x.
     
  8. Aug 16, 2016
  9. notplayer

    notplayer Dormant account

    Occupation:
    Software Development
    Location:
    London
    yes, usually bonuses have their own separate T&Cs while "general T&C apply"
     
  10. Aug 16, 2016
  11. spoton

    spoton Senior Member webmeister

    Occupation:
    Student
    Location:
    Right behind you
    Well the point here, is that they explicitly state the WR for reload bonuses are 30x in their T&Cs. Neither did they write anything about any other T&Cs in the email they sent out. They instead decided to hide it behind an "I"-button in their bugged software. T&Cs are one thing, information is another.
     
  12. Aug 16, 2016
  13. notplayer

    notplayer Dormant account

    Occupation:
    Software Development
    Location:
    London
    yes, in T&C they state match bonus WR is 30x, and in the Promotions part it's stated that casino gives match bonuses only for new players' first and second deposit
    EuroPalace won't stick to their own terms.: europalace.jpg,Aug 16, 2016

    all subsequent deposits will have only "daily" bonuses with their own T&Cs
     
  14. Aug 16, 2016
  15. spoton

    spoton Senior Member webmeister

    Occupation:
    Student
    Location:
    Right behind you
    A match bonus/deposit bonus is where you get your deposit matched with a certain percentage. They state the WR for the welcome package is 40x and that all other match bonuses have WR of 30x. They neither stated anything about any other T&Cs in the communication I received from them.
     
  16. Aug 16, 2016
  17. notplayer

    notplayer Dormant account

    Occupation:
    Software Development
    Location:
    London
    usual structure of T&Cs:

    1. particular bonus T&C (priority 1)
    2. general promotions T&C (priority 2)
    3. generic T&C (priority 3)

    at no time player should skip reading particular bonus T&C and look only to generic T&C, bonus T&C ALWAYS has priority over generic T&C

    bonus T&C is always given together with bonus, if someone skips it, then it's player's fault
     
  18. Aug 16, 2016
  19. spoton

    spoton Senior Member webmeister

    Occupation:
    Student
    Location:
    Right behind you
    The point is that they only referred to the general T&Cs when they sent out the offer.
     
  20. Aug 16, 2016
  21. notplayer

    notplayer Dormant account

    Occupation:
    Software Development
    Location:
    London
    1. sent offer contained only link to general T&C
    2. when accepting offer - there was info element with particular bonus T&C, that has higher priority than general T&C

    so they actually provided both T&Cs.

    they were not able to give link to bonus T&C in the email - because that bonus T&C is only contained in the info element when accepting bonus, there are no particular bonus T&C on the website - so there could be no link to it
     
  22. Aug 16, 2016
  23. spoton

    spoton Senior Member webmeister

    Occupation:
    Student
    Location:
    Right behind you
    A hidden infobox issn't the same as T&Cs. Sure they could create a particular T&Cs page for that promo or they could simply have wroten it in the email itself, it would have taken max 1 minute. They rather chose to link to their general promotion terms that stated 30x WR.
     
  24. Aug 16, 2016
  25. notplayer

    notplayer Dormant account

    Occupation:
    Software Development
    Location:
    London
    casino had/has/will have plenty of different bonuses for different players - like 50% up until 100$ WR 50, 100% up until 500$ WR 30 for VIP etc.
    would they create one web page for each bonus T&C ? and then delete pages when they become obsolete? too expensive

    T&C on bonus accept is "single source of truth". but email is not - imagine offer together with T&C is sent in email but then T&C modified in the game application. then where is the truth? you will have two different T&Cs available, and that one in your email will be incorrect one! but you will not even know that!
     
  26. Aug 17, 2016
  27. spoton

    spoton Senior Member webmeister

    Occupation:
    Student
    Location:
    Right behind you
    EuroPalace decided to change their T&Cs at their website now. The paragraph that earlier said 30-40X WR have been changed to 40-50X. Obvious that someone at their casino agreed with me.
     

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