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I deposited roughly €1300 into the casino yesterday and received a few bonuses.

With the bonus, I won nearly €1700. The bonus terms state that the stake limit is €5. However, I only made bonus buys of €0.40 and €0.60 for €40 and €60 respectively, thereby not exceeding the stake limit. The casino has cancelled my withdrawal and frozen my money, alleging that I exceeded the maximum bet limit of €5.

Ich habe in dem Casino gestern knapp 1300€ eingezahlt und einige Bonuse erhalten.

Mit dem Bonus habe ich knapp 1700€ gewonnen. In den Bonusbedingungen steht dass das Einsatzlimit 5€ beträgt. Ich habe aber nur Bonus Buys mit 0.40 und 0.60€ für je 40€ und 60€ gekauft und somit das Einsatzlimit nicht überschritten. Das Casino hat meine Auszahlung storniert und meinen Geld eingefroren weil ich angeblich das maximale Einsatzlimit von 5€ überschritten habe.

Dear Gambler82,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hello Kristina, my withdrawal has already been cancelled by the casino and my balance has been set to 0. Here is a screenshot of the bonus conditions.

Hallo Kristina, meine Auszahlung wurde bereits vom Casino storniert und mein Guthaben auf 0 gesetzt. Hier noch ein Screenshot bezüglich der Bonusbedingungen.



Thank you for your reply, Gambler82. Our position regarding this matter is closely explained in Fair Gambling Codex:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is kristina.s@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Dear Gambler82,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello Kristina,

I have just forwarded you an email with the game history of my bonus. In it you can see that I made some bonus buys in Sugar Rush 1000 for €40 each. However, this corresponds to a bet of €0.40 and does not exceed the €5 specified by the casino

Thanks for your help

Hallo Kristina,

ich habe dir gerade eine E-Mail mit dem Spielverlauf meines Bonuses weitergeleitet. In dem sieht man dass ich einige Bonus Buys in Sugar Rush 1000 zu je 40€ getätigt habe. Das entspricht aber einen Wetteinsatz von 0.40€ und überschreitet nicht die 5€ die das Casino vorgibt

Danke für deine Hilfe

Please note that by purchasing in-game features you indeed breached the maximum allowed bet rule:

The maximum bet while wagering is 5 EUR/USD, 50 NOK, 7.5 CAD/AUD/NZD. The max. bet limit (5 EUR) includes bets doubling after a game round has been completed and bonus rounds (purchased within the game).

Unfortunately, I am afraid that we are not able to assist you further in this matter. I can only recommend that you always read the bonus T&Cs thoroughly before activating any bonus.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.