Really bad experience
My initial feeling was that this was a serious and good casino, but now I have drastically changed my mind, here's why:
I got offered a special bonus via e-mail and the rep told me I could just deposit and he would match it 100%, up to 5000 SEK manually.
I deposited and got the bonus. I started playing and finished at around 11000 SEK after having wagered the bonus approximately 25-30 times. I checked my account to see how much wagering I had left and saw that the bonus was not listed in my account. Nevertheless, I still had the 5000 in my bonus balance.
What happened then was that they explained that the bonus was not withdrawable. I referred to the terms and conditions which stated the following:
All bonuses awarded work in the following way:
Players accounts will have a Bonus Balance containing bonus money (if any) that is kept separately from their cash balance. On placing a bet money is subtracted from the Cash Balance, unless the amount is zero, upon which it will be taken from the Bonus Balance. Any winnings are added to the Bonus Balance and can not be withdrawn until the specified Wagering Requirements for the bonus are met. Similarly the Bonus itself cannot be withdrawn until the specific Wagering Requirements have been met. Once the Wagering Requirements have been met, the amount in the Bonus Balance linked to the active bonus will transfer to the Cash Balance, where it can then be withdrawn. Any bonus issued is valid for a period of 30 days from the date of issue unless otherwise stated in the specific promotion. Any remaining/unused bonus at the end of the stated period will be removed from the player’s account.
But they didn't give in. They wrote things like
"you need to differ between bonuses and bonuses with wagering requirements". That sentence alone is an indication of bad casino practices, IMO. The former bonus is supposedly what they offered me, which is not withdrawable. Yet they made no attempt in explaining these deviating rules, nor are these types of bonuses mentioned anywhere in the terms. Furthermore, it clearly says "all bonuses awarded work in the following way".
Despite several attempts to convince them (I have sent 5 e-mails to them, referring to the terms), they say similar things back and seem to have no will to understand my point of view. In the last e-mail they said "I hereby declare this issue over", so that's when I came here.
PS. I wonder what would happen if I dropped below my deposit and then won big.