HypeKasino Casino - Player disputes increased wagering requirement.

Hype kasino added a wagering requirement to my bonus that is significantly higher than what it should be according to the promotion T&C. They have a welcome offer for two first deposits where you get to spin their reward wheel after a 20€+ deposit. The promotion has T&C where the only clause about wagering requirements is (translated from Finnish by me): "10x wagering requirement is applied to the rewards from the wheel". On my first deposit it worked as expected: I got some free spins from which I won 10.4€ and got a 104€ wagering requirement, which I cleared. However, on the second deposit (which shares the same T&C with the first one) I won 9.4€ from the reward spins and got a 294€ wagering requirement. So they had added a 10x wagering requirement also for my deposit, which is clearly incorrect, as the deposit is not a "reward from the wheel".

I complained about this to the live support, who initially insisted that that’s how it works, but after I pointed out what I have also described above, the support agent reviewed the T&C, said that I was right and forwarded the case to the technical team.

The technical team responded that they have now updated the T&C to say that also the deposit needs to be wagered 10x. After I pointed out that they can’t change the T&C retroactively for players who deposited under the old T&C (and that the T&C remains un-updated on their site), they forwarded the case to a customer care team. The customer care team then responded that the promotion works as intended and they won’t do anything for me.

Since the wagering requirement should clearly be only applied to the winnings from the wheel, I want my wagering requirement adjusted to 94€. If that proves to be technically impossible, the bonus money can also be converted to cash.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with HypeKasino Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is the bonus amount still available in your account?
• Could you please share a screenshot or any marketing material with the bonus offer you activated?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Attila