Still, there is a difference between being right on a technicality and actually doing things in the right way. Sandra T of Lagarica, Portugal, doesn't feel that Redbet Casino dealt fairly with her -- and she is not entirely wrong.
"Before I registered I went to read the Welcome Bonus terms, when you click on welcome bonus in home page you are referred to a page you may click "Promotion Terms and Condition" and an extension to page is opened with the terms.
"In the promotion terms the wagering requirements were mentioned and excluded game, but they forgot to write the max bet allowed which is 5 Euros max. That's a very essential term that was missing in the promotion terms and condition of the WINTER casino code bonus I claimed".
Sandra, therefore, played at 30 Euros a spin on the slots and finished with 2600 Euros.
When she went to cash out, she was told that because she exceeded the 5 Euro maximum, she would have to play her winnings 100 times before she could cash out.
"They want me now to wager another 200,000 Euros, which means I will lose it all," she said.
To be certain, the casino's general Terms and Conditions do set a 5 Euro maximum for bonuses. That rule can be found at the very bottom of a long list of conditions:
" In the interests of fair gaming, there are limits on the maximum bet sizes you can place during the wagering of any bonus.
"Any winnings derived from bets larger than these limits before wagering requirements for that bonus have been met will initiate a further wagering requirement of 100 times the amount won.
"There is a maximum stake of €5 per bet until the wagering requirement has been met. For the purposes of this rule a Bet is defined as one roulette spin, one dealer's dealt hand in any table game, one deal in any Video Poker, one spin on a slot machine, one lottery ticket or equivalent betting in the casino."
Gambling Grumbles, on its main page, specifically says: "3) Different casinos have different rules, especially in regards to bonuses, and it is your responsibility to read what they have posted on their websites. "4) You are obliged to follow the posted terms and conditions of the bonus."
Therefore, we could not write to Redbet and tell it that it had violated its own rules -- it had not. Moreover, Sandra failed in her obligation to read the T&Cs.
That being said, a condition as crucial as this one should have been mentioned in the T&C's for the bonus -- which were found much more easily than the general T&Cs and were nowhere near as lengthy.
Had Redbet placed it there, this whole dispute would never have happened.
On top of that, a playthrough of 100 times the winnings, especially at 5 Euros maximum, seems unreasonably harsh. Sandra would have to play another 40,000 times and, as she noted, there is almost no chance that she would wind up with anything left in her acccount.
So while Gambling Grumbles could not contact the casino asking it to fix the problem, we are sending it a link to this report -- and hope that it will reconsider and make a fairer offer to Sandra. If it does, of course, we will happy to do a re-write.