On the 19th of September I won around £6000 at Caribic Casino playing slots with their welcome bonus. At that time I immediately thought I better cover my bases here and give their bonus terms a second read. What I read was completely ambiguous. Please see casino terms attached below. I've highlighted the relevant sections.
I was going to ask Caribic Casino which limitation applied to welcome bonuses. However, after giving it some thought I decided that since I had just won a lot of money there might be a bias in their answer. I imagined that they might enforce whichever clause benefited them and disregard any of their other written rules. Maybe this seems pessimistic, but despite enjoying gambling at online casinos I certainly don’t trust them. So I asked a friend who was not a member to ask Caribic Casinos’s support staff which clause applied to the welcome bonus. That way I would get their objective interpretation of their own confusing rules. I have attached the reply I received below.
So after playing a bit more to make sure I had completed all their wagering requirement, my balance ended at £6153. At that point I decided to cashout. I then realised that £4500 had disappeared from my balance. I immediately contacted support and was informed that there was a 1500 limit for withdrawals with the welcome bonus.
Not only is this a complete contradiction of what they told another gambler when they had nothing at stake. It is also proof of an extremely dishonest, predatory and cynical interpretation of their own terms and conditions: Their agenda is the only thing that dictates what rules they enforce. They will offer a 10,000 prize which apparently doesn't exist in an attempt to lure in the new player who has never deposited at their casino. This is because their agenda at that time is to encourage new deposits. However, once you’ve actually won some money, their agenda changes to paying their customer as little as possible. So they interpret another set of rules entirely. A casino’s terms and conditions should not be subject to interpretation depending on what mood the casino is in. They should be unambiguous, indisputable and clear.
If at the time the terms had only stated that there was a 1500 cap on winnings I would have been very disappointed but I would not be here complaining. But when you tell my friend he’s entitled to a 10,000 win with the welcome bonus just because he hasn’t actually won anything yet and in the same day you tell another customer who has just won something completely different, that is clearly extremely unethical. So I say to the casino, please do the right thing here and pay me my winnings so that we can put this behind us.
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