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Ruling
Found for the Casino - This player has exceeded the maximum allowed bet term while playing with a bonus. As such there is nothing we can do to help them.
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Player's Complaint
Scandibet removed ~1400 euros from my balance and claimed I breached the maximum bet term.
I bet 10 euros per round.
In the general terms it is clearly said it is 10 euros.
However they claimed afterwards that for this promo it was only 5 EUR.
I only got to know this after the fact they removed my winnings.
They claimed that they told me this in the chat, however I never received the message. Once I had completed the deposit and returned to the chat, I didn't see any such information. Afterwards they copy-pasted a chat where the agent was talking alone for 10 minutes as a proof I had received the information. I did not.
They sent me a promotional email about the bonus and some rules were mentioned. There was no mention about a special betting maximum rule. The wagering rule 40x was in the email. And max bonus amounts etc.
The standard practice is that if there are any special rules that do not match the standard promo terms, they are mentioned in the promotional email or page if there is a link. There was no link, and all the rules were the in the email: max bonus amount, and required wagering amount.
I hope they return my 1400 euros to me.
2 Responses
Hi cyprean - welcome to ThePOGG.com!
I'll contact the operator and see what we can find out for you.
Thanks,
ThePOGG
Hi cyprean,
Sadly there's nothing we can do to help you in this instance.
Firstly, the maximum bet of €5 is clearly defined in the general terms and conditions at Scandibet:
'17.4 Maximum allowed bet in Casino and Live Casino when having an active bonus is €5 per bet/spin. Larger bets or playing on games from Group D may lead to confiscation of the bonus assets, free spins and possible winnings made with bonus money.'
Secondly, the Live Chat is question, while you are correct that there was a 10 minute delay after the operator informed you directly of the maximum allowed bet, you did respond to the operator after this, demonstrating that you had seen the message.
The above being the case the operator are within their rights to consider the bonus contract void and reset both parties to starting positions.
Sorry we could not be of further help.
Scandi Bathroom
ThePOGG
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