I took advantage of this casino's first deposit bonus, but the wagering requirement was 25x the combined deposit and bonus amount, not 25x the bonus amount.
I looked at the terms and conditions, and the wagering requirement when real money is not included in the bonus money is 25 times the bonus amount, as stated in the casino guru, so I contacted support, but support started to say that the wagering requirement was 25 times the total of the bonus amount.
I am wondering if I should file a complaint.
How do I calculate my loss forcing a wagering requirement that I cannot read from the terms and conditions?
For example, if a $100,000 inherently unnecessary wagering requirement occurs, should I charge $4,000 at 4% of $100,000 based on the average deduction rate for slot games?
If their terms don't have it written like that and only the live chat says this rule to its players, it is not ok, for sure.
I would suggest you try to file a complaint here so our team can investigate the matter.
Have you taken some screenshots of the bonus rules, perhaps?
Hi, andandjonnyx!
Thank you for your feedback. We want to clarify that our wagering requirement applies only to the bonus amount, not the combined deposit and bonus.
This information is clearly stated in our Terms & Conditions and even on Casino Guru’s page, where an example is provided:
"For example, if you deposit 100 euros and get 100 euros bonus, you will have to wager 2500 euros in total (100 euros * 25) before being allowed to make a withdrawal."
We understand that terms can sometimes be misinterpreted, but we assure you that transparency is important to us. If you have any further questions or concerns, feel free to reach out to our support team, and we’ll be happy to assist you.
Best regards,
Hit Me Team
This is the actual email sent by the casino.
It seems to clearly say '25 times the total of your deposit and bonus amount.
Dear Romi,
As you can see, this casino is cowardly in attracting customers with false wagering requirements and then telling them the actual wagering requirements after they have deposited.
I would like to see them penalized in some way.
Hello andandjonnyx,
Thank you again for your message.
I’d like to apologize for the confusion caused in our earlier response. My explanation was based on an example listed on Casino Guru’s site, which unfortunately does not reflect the actual terms of our bonus. That information is incorrect, and we've already reached out to their team to request a correction.
We want to emphasize that Casino Guru’s summary has never accurately represented our terms. This appears to be a clear misinterpretation between their team and ours.
To be transparent: our wagering requirement has always applied to the total of your deposit plus the bonus, not just the bonus amount. This has consistently been outlined in our Terms & Conditions, and to support this, we’ve attached a screenshot from both the T&Cs and the bonus terms you activated.
If you believe you were told otherwise, we kindly ask you to clarify where you saw or read that our wagering applied to bonus money only—this would help us ensure there’s no confusion elsewhere.
Casino Guru, please also clarify this question above from your end
Importantly, this misunderstanding was not due to any change or misleading information on our part. We’ve never advertised or communicated a bonus wagering requirement that applies solely to the bonus amount.
Despite the fact that the issue stemmed from incorrect third-party information, we acted in good faith by allowing you to withdraw your full deposit + extra without any fees or restrictions.
We genuinely value transparency and fairness, and we regret that this situation arose due to misinformation from an external source. Should you have any further concerns or questions, feel free to reach out — we’re happy to help.
Best regards,
The Hit Me Team
Just a few moments ago you were claiming that the information on the casino guru was correct, are you kidding me?
What is certain is that this person in charge does not understand the system of his casino at all.
Dear andandjonnyx,
As mentioned, my initial response was a misinterpretation based on the example shown on Casino Guru’s site. The idea of the wagering requirement applying only to bonus money is true in cases like no deposit bonuses, but not for deposit match bonuses — which have always had a wagering requirement on the deposit + bonus. This is clearly stated in our Terms & Conditions.
That said, it’s important to point out that you were already misinformed before my comment. We had asked you to clarify where you saw that our wagering was 25x on bonus money only, because you're accusing us of being dishonest — yet nowhere on our site does it say this, as shown in the screenshots provided.
We’ve always aimed to be clear and transparent with our terms, and we’re happy to review anything you feel contradicts that.
Best regards,
The Hit Me Team
>If a bonus does not include a real money contribution, the calculation will be based solely on the bonus funds
The casino's deposit bonus is split between real money and bonus money, so it is clear that this one applies.
(If real money and bonus money are combined, then your idea applies.)
I had previously pointed out that a casino representative had made a misrepresentation in their terms and conditions, but that person did not admit to the mistake.
If they still won't admit it, then a penalty is appropriate.
Regardless of what you think, the public will not recognize that (deposit + bonus) x 25 times is the correct wagering requirement, given the way the terms and conditions are written and the actual system of granting bonuses.
In fact, the Casino Guru representative did not recognize it, and neither did the support like yours, although I checked the wagering requirements before depositing at casino.
You have to admit the discrepancy and take some responsibility for it.
Prior to that, the description of the first deposit bonus states as a special note that the wagering requirement is 25 times the bonus and that the deposit amount is not included in the bonus.
In this case, it is normal to assume that the special note takes precedence.
I'm sorry for stepping in, but I think it is appropriate to get you the official casino representative account.
Let me set that for you.
Have a good one!
Dear andandjonnyx,
Thank you for your continued feedback.
The wagering requirement for deposit match bonuses on our platform has always applied to the combined total of the deposit + bonus, not the bonus alone. This is clearly stated in our Terms & Conditions and is fully reflected in how our system functions.
The line you quoted — "If a bonus does not include a real money contribution..." — is entirely correct and applies specifically to no deposit bonuses or free spin winnings, where no real money is involved. This is standard industry practice and does not contradict the terms of our deposit bonuses.
The bonus you activated was a deposit bonus, which, as you yourself mentioned, "involves both real and bonus money". Therefore, it does include a real money contribution, meaning the wagering requirement logically applies to both the deposit and the bonus amount — as our terms clearly state.
Regarding our initial response: we’ve intentionally left it visible to demonstrate transparency, not deleting or editing it. Our assumption at the time was that the bonus referenced was a no deposit bonus, as we often promote free spin offers through referral sites like Casino Guru. That was our mistake — which we promptly corrected by explaining the difference between no deposit bonuses and deposit match bonuses. Its important to mention that you were misinformed prior to our mistake, our misinterpretation of the situation described is not what mislead you in the first place.
You also said --- "Prior to that, the description of the first deposit bonus states as a special note that the wagering requirement is 25 times the bonus and that the deposit amount is not included in the bonus. In this case, it is normal to assume that the special note takes precedence." This is simply not true. Nowhere on our site does it state that the wagering requirement is 25x the bonus only or that the deposit amount is excluded.
You’ve continued to accuse us of misrepresentation, yet have not provided a single reference from our website claiming that the wagering applies to bonus money only. The confusion appears to come solely from Casino Gurus bonus explanation, which we do not control. It’s simply not reasonable to hold us responsible for their misinterpretations.
To summarize:
You canceled your bonus — a right all players have.
You withdrew your full balance, including profit, without any fees or restrictions.
Despite this, you are still requesting a penalty for something that was not caused by us and in a situation where you experienced no financial loss. As mentioned, we have already contacted Casino Guru to request that they update their explanation to prevent future confusion.
We understand that our position may not align with your personal interpretation; however, our Terms & Conditions are clear, and by creating an account, you agreed to and acknowledged them. If you require any further clarification, please feel free to contact our support team at [email protected] — otherwise, we consider this matter resolved.
That said, we truly appreciate customers like you who take the time to raise concerns and help us maintain transparency and fairness. Your feedback is genuinely valued. Customers like you help strengthen the community, especially in an industry where untrustworthy operators do exist — and we take pride in not being one of them. Hopefully, this has helped clear up the misunderstanding and will prevent similar cases in the future.
Best regards,
The Hit Me Team
Dear Radka,
Thank you for the assistance. One of our representatives has sent several emails to correct the T's and C's of our bonus on the Casino Guru site. Please try prioritize this fix to ensure there is no more misunderstandings.
Thank you!
The standard industry practice you describe is wrong.
The phrase ‘bonus includes real money’ indicates that there is no real money after
deposit, it is all bonus money.
The casino's deposit bonus is not a €200 bonus, if you deposit €100 and get a €100 bonus, it is €100 real money and €100 bonus.
And the terms and conditions of the first deposit bonus clearly state ‘Wagering requirement is 25 times the bonus amount’
Dear andandjonnyx,
Our exact Terms & Conditions can be found here:
https://hitme.bet/en/contacts/bonus-terms
Section 3.1 clearly states:
"The wagering requirement for all bonuses is 25x unless otherwise specified. The calculation is based on the total amount of the bonus funds and the corresponding real money contribution. If a bonus does not include a real money contribution, the calculation will be based solely on the bonus funds."
The bonus you are referring to is a deposit bonus, which by definition includes a real money contribution. Therefore, the wagering requirement applies to (deposit + bonus) × 25.
This may differ from your view of industry standards, but it remains a common and transparent practice, and it's clearly stated in our T&Cs — which all users agree to upon registration, and as you experienced, if this is something you do not want to take place in, you are free to cancel the bonus at any time.
We’d also like to highlight that our bonuses come with no maximum cashout. If a player converts €10,000 in bonus funds into real balance, they are entitled to keep the full amount — unlike many casinos that cap bonus winnings at amounts as low as €50. This clearly shows we’re not trying to scam customers, but rather offer fair and transparent promotions. In fact, we’ve already had several users successfully cash out €5,000 or more from converted bonus funds.
Regarding your statement:
"The terms and conditions of the first deposit bonus clearly state ‘Wagering requirement is 25 times the bonus amount.’" ------ This is not accurate. As outlined in the terms above (section 3.1), wagering is based solely on the bonus amount only if the bonus does not involve a real money contribution — such as in the case of no-deposit bonuses or free spin winnings. That is not the case here.
We trust this clears up any remaining confusion.
Best regards,
The Hit Me Team
I have researched hundreds of casinos and am more familiar with industry standards than you are.
The way this casino's terms and conditions are written, the wagering requirement should be 25 times the bonus amount.
You should not turn a blind eye to the fact that many users actually thought so and even the casino guru in charge made that decision when he saw that text.
Dear andandjonnyx,
I believe Casino Guru simply made an error when reviewing our welcome bundle. In fact, if you check their listing for our Weekly Reload Bonus, you’ll see they correctly state that the wagering requirement applies to both the deposit and bonus amounts — as shown in the attached screenshot.
See here: https://casino.guru/hit-me-casino-review#tab=js-tab-bonuses
So pointing to one inconsistency on their site to support your argument, while overlooking the fact that they correctly described the wagering for other bonuses, doesn’t hold weight. If they truly didn’t understand our rules, the same error would appear across all bonus listings — but that’s clearly not the case.
We’re not turning a blind eye — we’ve reviewed your concerns thoroughly and responded with full transparency. The vast majority of our users understand how our bonuses work as our Terms & Conditions have always clearly reflected that.
Thanks again for your feedback.
Best regards,
The Hit Me Team
It is not common for four of the five bonus explanations to be wrong.
In this case, it is rather common to recognize that the casino guru misunderstood the explanation of the reload bonus.
It is common sense that if the bonus contains individual special notes, those will take precedence.
With the way this bonus is written and the notation ‘the wagering requirement for the bonus not including the deposit amount is 25 times the bonus’, your statement is not general.
Δωρεάν επαγγελματικά εκπαιδευτικά μαθήματα για υπαλλήλους online καζίνο, με στόχο τις καλύτερες πρακτικές του κλάδου, τη βελτίωση της εμπειρίας των παικτών, και τη δίκαιη προσέγγιση στα τυχερά παιχνίδια.
Μια πρωτοβουλία που ξεκινήσαμε με στόχο τη δημιουργία ενός συστήματος καθολικού αυτο-αποκλεισμού, που θα επιτρέπει στους ευάλωτους παίκτες να μπλοκάρουν την πρόσβασή τους σε όλες τις ευκαιρίες online τυχερών παιχνιδιών.
Μια πλατφόρμα που έχει δημιουργηθεί για να επιδείξει όλες μας τις προσπάθειες που στοχεύουν στην πραγματοποίηση του οράματος ενός πιο ασφαλούς και πιο διαφανούς κλάδου τυχερών παιχνιδιών.
Ένα φιλόδοξο έργο στόχος του οποίου είναι να τιμήσει τις μεγαλύτερες και πιο υπεύθυνες εταιρείες στον κλάδο των online τυχερών παιχνιδιών και να τους αποδώσει την αναγνώριση που αξίζουν.
Θα ανακατευθυνθείτε σύντομα στον ιστότοπο του καζίνο. Παρακαλούμε περιμένετε. Αν χρησιμοποιείτε λογισμικό αποκλεισμού διαφημίσεων, ελέγξτε τις ρυθμίσεις του.
