Hello,
A couple of days ago I made an account on Sincity casino and made use of the welcome package they offered. On my second deposit of 200 euro's I won a nice amount of 1450 and made a withdrawal. Now today they e-mail me saying only my payment is declined. I thought it was because I needed to verify my account but the e-mail didn't ask for any documents. So I tried to log in but my account was locked so I contacted support.
After she checked she told me I wound't get my withdrawal paid but only my deposits returned (400 euro's instead of 1450) because players from the Netherlands were not allowed to play in their casino. Now is it that I always check the terms in all casino's I play and they have a long list of prohibited countries but The Netherlands is not one of them. Also I told her that when I made an account The Netherlands is an option to select filling in the details so that didn't make any sense to me either. She then replied that she was sorry and that the terms on the website were not updated yet but they will be soon. I mean good for them but then you can not apply these terms to my case since you haven't even posted them on your site.
Luckily I have screenshots of it all and I will post them below. I have screenshots of the full chat log but I will just post the part where she admits that the terms are not even updated yet and of course the terms where it states the prohibited countries.
I hope they see this and come to the conclusion that the way they handled this is just wrong and they should take responsibility for this since as a player you can only follow the term that are posted on the site. Else they can just make up whatever they want and tell you that it still needs to be updated.
Thanks
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