The player from North Rhine-Westphalia had complained about the casino frequently changing its terms and conditions without notice, providing poor customer support, and giving misleading information about bonuses. After depositing 300 Euros to get a bonus, the casino had changed the bonus conditions without explanation. The player, a VIP member, felt aggrieved as the casino failed to provide reasons for the change or outline the new conditions. After a thorough review of the case, we found that the casino had been within its rights to change its bonus policy and reward system. As such, we could not penalize the casino or force it to grant the player bonuses. The complaint was subsequently closed.
Drip Casino - Player frustrated with terms changes.
Amount: €1,500
Drip Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Other
REJECTED
Case summary
8 months ago
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8 months ago
Translation
The casino constantly changes its rules and terms and conditions without reason and without informing anyone! The casino is unscrupulous and the support is incapable of answering questions! Lies are repeatedly told regarding bonuses, and you are continuously disappointed with poor excuses! They told me to deposit 300 Euros to get a bonus! After I did that, they told me: sorry we changed our bonus terms and conditions! They can't tell me why and the support just closes the chat without answering it! The casino is unscrupulous as this has happened very often in the past.
Automatic translation:
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8 months ago
Dear tina,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. While I understand your frustration and we believe that the casino should inform players about any changes in their T&Cs, it is not a common practice. Nonetheless, I would like to gather more information about this case in order to determine if there is anything we can do about it.
Could you please provide any supporting evidence? You can post it here or forward everything to kristina.s@casino.guru.
Also, could you please clarify the dispute value (€1,500)?
Thank you very much in advance for your reply.
Best regards,
Kristina
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8 months ago
Translation
I am a VIP player and according to their terms and conditions I always get a bonus after a deposit of 300 euros! Suddenly the casino changed the bonus conditions without giving any reasons and without informing you in advance! The casino can't give me a reason or what the new conditions look like!
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8 months ago
Translation
They confirm deposits of over 400 euros but I have deposited much more and when I ask I always get a different excuse 
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8 months ago
Thank you for your reply, tina. Although I understand your frustration, I would like to emphasize, that each casino has a different bonus policy and reward system, and they are allowed to decide who is eligible to participate in it and who is not. Furthermore, casinos can change their bonus T&Cs anytime as long as it doesn't influence already accumulated bonus winnings. Ideally, we believe casinos should inform players about each change, but it is not a standard practice.
I apologize, but we cannot penalize the casino for this, nor we are in a position to force the casino to grant you bonuses. I can only recommend that you find a casino that suits your bonus requirements better.
Please do not hesitate to let me know if there is anything else, I could do for you, or if I have overlooked something, otherwise, I will be forced to reject this complaint.
Thank you for your understanding.
