The Normal Casino - Player faces unfair treatment due to changed terms.

With this casino’s deposit bonus, I deposited $200 and received a $50 bonus.

According to the terms and conditions at the time, the wagering requirement was 7 times the bonus amount, plus the deposit amount, totaling $550.

However, the actual wagering requirement turned out to be $1,400. When I inquired about this, the casino actually amended the terms and conditions to change the requirement to 7 times the deposit amount.

Since cannot withdraw funds from this casino’s bonus unless meet the wagering requirements, I am being disadvantaged by the casino’s arbitrary practices.

It is completely unfair to change the terms and conditions after a deposit has been made.

Please have a representative speak with me.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the difficulties you're experiencing. To better understand the situation and determine how we may be able to assist you, I would like to ask you a few questions.

• Could you see a progress bar in your account showing the wagering progress while you were playing with an active bonus?
• When exactly did you notice that the wagering requirements stated in the Bonus Terms and Conditions differed from the requirements displayed in your casino profile?
• Please forward me the communication between you and the casino customer support regarding the wagering requirements of the bonus in question at veronika.f@casino.guru.

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

Best regards,

Veronika

I made a deposit on August 13 and checked the wagering requirements, only to find that the figures differed from those in the Terms of Service.

So I contacted support to have them investigate, and to my surprise, they actually revised the Terms of Service.

Support claims that the wagering requirements now match the latest Terms of Service, but it is standard practice for the Terms of Service in effect at the time of deposit to apply.

There is no record of this exchange in any of the available communication channels.

Please have the representative come here so I can speak with them directly.

Could you please clarify the screenshots you uploaded with your complaint? It is not clear whether the screenshots relate to the same bonus, or when exactly the terms shown in the screenshots were displayed to you.

Am I correct in understanding that, in your casino profile, the bonus you activated showed a wagering requirement of 7x the deposit amount, and that this requirement was displayed directly in connection with the specific bonus you activated?

If so, could you please confirm whether this was the wagering requirement shown to you before you started playing with the bonus?

When I made a deposit to activate the bonus, the wagering requirement was listed as 7 times the bonus amount.

However, after I actually made the deposit and activated the bonus, the wagering requirement turned out to be 7 times the deposit amount.

When I contacted support about this, they claimed they had revised the bonus terms and conditions and that there was no longer any contradiction.

It should be common sense to apply the terms and conditions in effect at the time of the deposit.

Dear andandjonnyx

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear andandjonnyx,

It is Michal again, and I will be handling your complaint from this point forward.

As part of our standard procedure, I would normally invite a representative of The Normal Casino to join the discussion. However, the casino does not currently have a representative account registered on our platform and is therefore unable to respond directly in this thread.

I will contact the casino outside the complaint thread and invite its team to participate in the resolution process. I hope we will be able to clarify the situation and assist you in reaching a suitable outcome.

I will update you here as soon as I receive any new information.

Thank you for your patience and understanding.

Dear andandjonnyx,

I have received the following message from the casino:

Dear Michal,

Thank you for reaching out.

Regarding the complaint in question, the matter has already been resolved directly with the player.

There was a wording/translation error in one part of the bonus terms. The wagering requirement itself was stated correctly, but one of the related conditions contained an inaccurate translation. We discussed the situation with the player, clarified the terms and offered a resolution.

The player agreed to receive a 30% bonus on their next deposit. The bonus was subsequently credited and used by the player, who continued playing on our platform. From our side, we therefore consider this matter resolved. We have also corrected the wording in the bonus terms to prevent any similar misunderstanding in the future.

Can you please confirm this?

This issue will not be resolved unless the casino changes its policy of retroactively amending its terms of service and applying those changes to past deposits and gameplay.

That’s because the same thing will happen again.

Since the casino is refusing to process my withdrawal by citing terms of service that were amended retroactively, I have made it clear that I will take this matter to Casino Guru.

I had no choice but to comply temporarily in order to withdraw my funds, but I do not agree with this.

The representative should come here and explain the basis for applying the revised Terms of Service retroactively to deposits made prior to the revision.

Dear andandjonnyx,

I acknowledge your response. Kindly clearly confirm that you agreed to and accepted the casino's offer.

That has nothing to do with this complaint.

I have not negotiated to withdraw the complaint.

If you’ve been in contact with a casino representative, please provide the chat logs from that time.

I’m certain I never said, "Okay, let’s just drop the matter."

If you think the casino has resolved the issue, you're mistaken.

Dear andandjonnyx,

You have not answered my question. Kindly clearly confirm that you agreed to and accepted the casino's offer.

I did receive the offer, but that does not constitute a complaint, and I have not given my consent or approval regarding this matter.

If you ask the casino representative to provide the chat history, you’ll see for yourself. I did not use the words "consent" or "approval," and if I had given my consent or approval in the first place, I wouldn’t be continuing with this complaint.

Dear andandjonnyx,

You are, of course, free to express your position in the manner you consider appropriate. However, I need you to provide clear and direct answers to the questions raised. Without this information, I will be unable to pursue your complaint further.

Please bear in mind that appropriate cooperation is not only appreciated but required for us to proceed appropriately with the complaint-resolution process.

If you continue to avoid clearly answering the relevant questions, I will have no alternative but to close the complaint as Rejected due to insufficient cooperation from the player.

Please treat this as a formal notice and respond accordingly.

Kindly clearly confirm that you agreed to and accepted the casino's offer.

I’ve answered this many times.

"I have neither agreed to nor accepted it."

I did receive the offer, but it was not presented to me on the condition that I withdraw this complaint.

What else am I supposed to say?

I’m sure I’ve explained many times that the offer has nothing to do with this complaint.

If you ask the casino to provide the chat history, you should be able to confirm whether the casino actually made an offer contingent on me withdrawing my complaint.

"The fact is, the casino isn't offering bonuses as a solution in the first place."

That's the only way to put it.

When the premise is wrong, there's no way I can answer if I agreed or consented. 

The casino made an offer, but did not make the withdrawal of the complaint a condition of that offer.

I accepted the offer as an apology, but since I do not consider this matter resolved, I filed a complaint and informed the casino of this.

The casino misinterpreted my acceptance of the offer and mistakenly believed the issue had been resolved.

There is no other way to explain this.

Please have the casino representative provide the chat history.

The key point of contention is whether there was a statement that read:

"If you accept the offer, this matter will be considered resolved."

If we keep fighting this out, it looks like it’s going to drag on. I’m busy, so I’ve decided to let it go this time.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear andandjonnyx,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Michal

Dear andandjonnyx,

Thank you for finally clarifying your position.

However, I must point out a clear discrepancy in your responses.

When I asked whether you had accepted the casino’s offer, you initially stated:

"I have neither agreed to nor accepted it."

You have now confirmed that you did accept and use the 30% bonus, but that you regarded it only as an apology and did not agree that it represented a full settlement of the dispute. These are materially different statements.

My question concerned whether you had accepted the offer—not whether the offer was conditional upon withdrawing your complaint.

Had you clearly stated from the outset, "I accepted the bonus, but I did not agree that it resolved the complaint," The unnecessary exchanges that followed, primarily resulting from the lack of clarity in your responses, could therefore have been avoided.

Going forward, please provide clear, direct and consistent answers to the questions raised, as this is essential for us to investigate your complaint fairly and efficiently.