Flaksi Casino - Welcome bonus wagering

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.

Player's Complaint

I made my first deposit to Flaksi casino on August 21, 2023. I claimed so called "welcome bonus" which doubled my deposit of 150 € so I received 150 € bonus money. I went on to wager the bonus money playing slots. I kept a record all the time of how much money I had wagered so that I knew how much more I have to play in order to meet the wagering requirement for that bonus money. Before playing, I had went to their terms & conditions -page ( https://www.flaksi.com/en-fi/terms ) to make sure what the wagering requirements were. On that page, there's a section 24: Promotions, which advises to move to a next page for promotional terms: "Please see our Standard Promotional Terms and Conditions and Significant Terms and Conditions (where applicable) for information on promotions, bonuses and offers."

I then clicked the link "Promotional terms" on the bottom of the page, in order to find the requirements I was looking for ( https://www.flaksi.com/en-fi/promotions/terms )

On that page, there is a section 5: "Bonus Account and Wagering (Play Through) Requirements", which I thought applied to my case since I was playing with so called welcome bonus -money. I read it trough, found a list of "forbidden" games and found that the wager requirement was 40x bonus money, so in my situation it would be 150 € x 40 = 6 000€. (There is an example at section 5.5: For Example: A Player has purchased €100 and received a bonus of €100, therefore has a total balance of €200. The Player has decided to play slots only, therefore, the Player must stake (wager) 40 X €100 = €4,000 before the bonus is converted into cash and eligible for withdrawal.)

I got lucky pretty quickly and won over 2 000 €. But once I got that win I checked how much more I have to play, I realized that I had clearly misunderstood the wagering requirements. I asked this on a customer service chat. They replied that the wagering limits of this welcome bonus were actually 40 times both, the deposit and the bonus. I thought this was weird because they even had an example on the section 5.5 in the promotional terms.

I then went on to play for many more hours since the wagering requirement in my case was 12 000 €. I played with bets of <1€, 2€, 3€, 4€ and 5€. Then, when I had less than 2 000 € left to wager, I entered one slot that apparently didn't have 5 € bet available so I set it to 6 € and played for 51 spins (306 €). I didn't get wins and thought that was too high bet for my balance anyway so I reduced it down back to less than 5 €. But I had already made a mistake. I did not know that they had a rule for max bet: over 5 € bets were not allowed during bonus wagering. This part was not mentioned in Promotional terms -page and neither in Terms & Conditions -page.

Of course if I had known this rule, I wouldn't have bet over 5 €. I was already almost done with wagering requirements after playing for 5 hours. Unaware of this rule, I continued playing with below 5 € bets and completed the 12 000 € wagering requirement and then withdrawed 2 500 €. I was happy that I managed to keep my balance for so many spins as I know that casinos have calculated that not many players are lucky enough to actually win money with the bonus, especially having to wager both the deposit and the bonus for 40 times.

On the next day I received a message that they had cancelled my 2 500 € withdrawal and set my balance back to 150 € due to max bet rule break. This was devastating, as I had been really precise for example on which games were forbidden and tried my best to figure out the terms of the bonus. But the "Promotional Terms" -page turned out to be wrong page to look for information on the specific bonus. Where I really should have looked was in fact the main page: the correct terms of welcome bonus were under all the slots and I would have had to scroll all the way down, under "Popular", "Slots", "Live", "Megaways" etc. sections to find them. They were not where I thought they were supposed to be.

I'm really dissatisfied with this situation, since I feel that Flaksi casino just tried to look for a loophole or excuse not to pay me my winnings. But my "rule break" was so minor: I played with just 1€ too large bet and only for so few rounds that the part of these forbidden spins was just 2,5% of the whole wagering. I feel this is really unfair that they took all my winnings because of this, because these 51 spins didn't even provide me any remarkable winnings. I would understand if they took the 306 € because of that oversized bet but 2 500 € - that seems unfair. Especially considering that the actual terms were not in a logical section.

Is there anything you can do for me? Taking all my winnings due to a minor mistake like this seems extremely unreasonable.

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