The player from Germany faced an issue where the casino had blocked him from all bonus programs after 1.5 years of membership, claiming his bonus ratio was too high, despite no clear mention of such a rule in the T&Cs. He argued that he used bonuses fairly and had accumulated around €5,000 in bonuses, which he believed the casino was unjustly withholding. After reviewing the case, it was concluded that the casino had the right to revoke bonuses at their discretion, and the player's complaint was rejected as unjustified due to the broad discretion casinos had regarding bonus access.
N1 Bet Casino - Player's bonus privileges have been discontinued.
Amount: €2,000
N1 Bet Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 months ago
Public
Public
4 months ago
Translation
I have been a member of this casino for 1.5 years, experiencing ups and downs. Two months ago, I was blocked from all possible bonus programs. I am at a high VIP level and play a lot. When I inquired why I was blocked, I was told that my bonus ratio is too high. After reading through the T&Cs, I found no mention of a ratio that can't be too high. So, I asked them to show me in the T&Cs where this is written. They pointed to a section about bonus abuse. However, I have always played fairly and used bonuses appropriately. I made it clear that I use bonuses but do not abuse them, to which they again said that my ratio is too high. And yet, this is not mentioned anywhere in their T&Cs. Therefore, this casino is operating against its own T&Cs. The bonuses I have earned through my VIP level, etc., have now accumulated to approximately €5000. Please help.
Automatic translation:
Public
Public
4 months ago
Dear CroCop84,
Thank you for submitting your complaint. I'm sorry to hear about the challenges you're facing.
Please understand that we cannot penalize the casino for revoking your bonus privileges. Casinos, as a general practice, reserve the right to restrict or close player accounts if they suspect irregular play, engage in questionable activities, or for no specified reason.
It's important to note that casinos are not obligated to provide bonuses, and the privilege of receiving them can be limited or withdrawn at any time without notice. While it would be ideal to inform players of new restrictions, unfortunately, it is not a standard practice.
Feel free to provide any additional information I may have overlooked. However, if not, I regret to inform you that I may have to reject your complaint as unjustified. I appreciate your understanding and look forward to your reply.
Best regards,
Petronela
Public
Public
4 months ago
Translation
Hello Petronella,
I understand that, but as I said, it can't be legal for the casino not to operate according to its own terms and conditions. I do use bonuses, yes, and they are offered by the casino. I've asked several times why and the answer was always that my ratio is too high, but there is no point in the terms and conditions that indicates this. Since I use bonuses but don't abuse them, it is not decided according to the terms and conditions. I play a lot and the chance of me winning tournaments is high, you are automatically registered for these tournaments, so to be honest, it's not my fault. You are bombarded with promos to play and if you do that and win tournaments you are punished, there is no logic behind it, I just want to be treated fairly and respectfully. I pay between 2000 and 3000 every month, so I expect at least fair treatment.
Automatic translation:
Public
Public
4 months ago
Dear CroCop84,
Thank you for your response and for providing more details about your situation. I understand how frustrating this is for you.
I understand your concerns regarding the application of the casino's terms and conditions, especially in relation to your eligibility for bonuses and the explanation provided to you about your bonus ratio. However, after reviewing your case, I must inform you that we cannot compel the casino to grant or reinstate bonuses. The terms and conditions you referenced often include clauses that allow the casino to adjust or revoke bonuses at their discretion, especially if they suspect patterns of play that they deem to fall outside their acceptable use policies.
While I recognize that this is disappointing to hear, it's important to remember that bonuses are a promotional feature provided by the casino and are not a guaranteed right. Casinos typically have broad discretion to limit or remove bonus access, especially in cases where they believe there may be a risk to their operations, even if the actions taken do not appear explicitly outlined in the terms and conditions.
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
Best regards,
Petronela
Casino.Guru
