Caribic casino took 1160€ from my account against their own bonus terms. This is how it happened:
I received 6.4.2016 a promotion e-mail from Caribic casino about a new monthly bonus. It promised 30€ bonus for a deposit of 20€. I went to their promotion page to look for the bonus terms. That is what I always do before I deposit with new bonuses. I checked 3 things that are the most important to me: wagering requirement, list of excluded games and the maximum withdrawal amount. The wagering requirement was decent and there was no maximum withdrawal limit specific for that bonus, so I decided to make a deposit. I did not receive the bonus automatically so I went to their live chat and soon the bonus was added manually to my account.
I played some time and a variety of games with the bonus, and I managed to get my balance up to 1500€. Then I went to check the remaining wagering requirement, which showed that I had about 100€ remaining to wager. I opened a game and started to wager. To my surprise, when I had completed the wagering my balance suddenly dropped from 1480€ to 320€. The live chat was not there at the moment so I wrote to the support and told them about my lost money.
A couple hours later I got an answer to my e-mail. It was short only including this text line: “6. Maximum win cap applies to associated winnings and is set to €300.” There was also a screenshot from the promotion page where the bonus terms were. Immediately I noticed that there was something strange in that screenshot. I read the terms carefully before I deposited and I was sure there was not that paragraph 6. I went to the site to see those bonus terms again (English language terms). The terms were as I remembered. There was no paragraph 6, or at least the one that the support sent. This was the paragraph 6 in their site: “6. The bonus and qualifying deposit amount must be wagered 35 times before any part of the deposit, bonus funds or associated winnings can be withdrawn or transferred.” There was no mention about any bonus cap either. I also check the CZ language version and there was no mention about the bonus cap in there either. I opened and refreshed the page again with both Firefox and Chrome browser. I also opened it with my friend’s computer just to be sure. All of those things proved that there was no maximum win cap rule. Caribic casino had made a mistake.
I took two screenshots from the English promotion page (with Firefox and chrome) and sent them to Caribic casino support team. I told them that the rules they gave me didn’t exist on their site, and I asked them to return my money. It took them over one full day to answer me back. This was their answer: “Do you see old T&C on Your side? This can really be that your page is not properly refreshed.” When I read that answer I sort of knew that they had changed the rules during that period it took them to answer me back. I went to check their page anyway, and “surprise, surprise” the rules were changed. This line about the bonus cap was added there. So basically instead of acknowledging their error and returning my money they ended up blaming me for the whole thing.
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