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24h Casino - Hidden bet limits
Ruling
Found for the Casino - The term that was enforced against this player is found on 24h Casino's Rule page. The Rules page is linked to in the main menu at the top of every page on the 24h Casino site and as such we can't consider it to be in any way "hidden".
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Player's Complaint
I claimed a reload bonus of 50% to €50 at 24hCasino. I played slots at about €15 per spin and completed the wagering attached to the bonus, and ended up with a balance of €996.89 and withdrew this balance.
I was then surprised to receive an email from 24hCasino stating that my funds had been confiscated. They said that I was only allowed to bet up to 10% of the bonus value per spin, and gave me a link to their “Rules” section.
I believe that this is unfair, as the max spin term is not listed in their Terms and Conditions. When I signed up to the casino and took their Welcome Bonus, I only saw a link to the Terms and Conditions, and not this other “Rules” section. I don’t see why there should be another page containing more terms when there is already a Terms and Conditions page.
I would like for my balance to be reinstated at 24hCasino.
Thanks for your help.
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Agreement
rhubarb474 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:
April 8, 2014
Hi rhubarb474 - thanks for getting in contact.
I'm sorry to say that in this instance there isn't anything I can do to help you. I've taken a look at the terms in question and I can't agree that these terms were "hidden". The page in question is actually linked to in the main site menu bar by clicking on the tab 'Rules' (i.e. the link is prominently displayed on every page). Alongside this, it's common practice for casinos to have several different sets of terms and conditions (specific promotional, general promotional, general etc) and ultimately it is the player's responsibility to ensure that they are familiar with ALL terms before they agree to deposit.
I do understand your frustration - I have had a mid four figure sum confiscated in the past when I failed to notice the game that I played was excluded - it's a horrible experience to think you've won only to find you've broken a term that you didn't notice initially, but I can't criticise 24h casino in this case.
ThePOGG