Axecasino - Player’s bonus winnings have been voided.

Casino is refusing to pay my withdrawal request. Claiming I placed a bet(for an amount that is impossible to place) that was over the maximum allowed amount. Firstly, I did not place any bets even close to the amount allowed, in or out of an active bonus. Secondly, the amount of the placed bet is not able to be placed. They disabled my account while they "reviewed"my request when I first asked for the withdrawal, I have never heard of that happening before. They denied two of my identity documents but was unable to upload new ones due to my account being temporarily disabled then told me my request was denied and reactivated my account. I have corresponded back and forth with the casino and they just keep saying the same thing. I know I did not place any bets above the $7 AUD maximum bet allowed whilst under an active bonus. I always read the terms and condition and bonus terms and conditions before I ever make a real money deposit because I have made that mistake before and had to forfeit a considerable amount of money. Please help me.

thank you kindly

Dear dsturbedprincess6,

Thank you very much for submitting your complaint and forwarding your game history. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found (here):

Any issued bonuses are by default limited to a maximum bet during wagering: 5 EUR/USD; 7 AUD/CAD/NZD; 50 NOK; 300 RUB; 20 PLN; 600 JPY; 78 ZAR; 6650 KRW; 413 INR; 182 THB; 0.00014 BTC; 0.018 BCH; 0.0017 ETH; 0.052 LTC; 38.5 DOG; 5 USDT; 0.013 BNB; 5.65 ADA; 90 TRX; 7.58 XRP unless otherwise specified. Maximum bet limit includes bets doubling after a game round has been completed as well as bonus rounds (purchased within the game).

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet.

From your forwarded game history it looks precisely as if you bought bonus rounds while having an active bonus. Therefore, your max bet was greater.

Could you please advise what bonus feature was it? How many Free Spins were included in it?

Looking forward to hearing from you.

Best regards,

Petronela

That’s the thing, there was never any bet for that amount placed. I did not buy any bonus rounds. I simply played the game juice inc. with bets if 20 cents. I might have upped the bet once or twice but certainly not to $19.80. The bet options for that game are as follows 0.20, 0.30, 0.40, 0.50, 0.60, 0.80, $1.00, $1.50, $2.00, $3.00, $4.00, $5.00, $7.50, $10, $20, $30 etc etc. I will also now attach screenshots of the rules for this game as shown on axecasino…

Hi… is this still being looked at? This is my first time opening a complaint so I’m not real sure on the process. My apologies.

Thank you very much, dsturbedprincess6, for providing all the necessary information. My apology for the delayed response. 

I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello dsturbedprincess6,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Dear Matej and dsturbedprincess6, 

Thank you for your inquiries.

As the Axe Casino representative, I confirm that the stake in the Juice Inc. game has been increased, what led to the deduction for MBB.

Respectfully note that the stakes which you see while playing here or our providers' games, may not be the same as they officially stated in our Casino policies.

As it was mentioned, all issued bonuses are by default limited to a maximum bet during wagering 5 EUR/USD; 7 AUD/CAD/NZD; and once the system noticed the stake increase, the responsible team had the right not process the withdrawal according to the Casino rules.

We highly hope for your understanding.

Please feel free to ask you if you have any questions.

No I never personally increased any stake. In fact a stake if $19.80 is impossible to be placed so your confirmation of an increased stake is incorrect. I played at 0.20 cents and did not collect any winnings from successful games until I had no other choice to collect winnings because I had no money left. I believe the win I collected was $27.20. But there was no increase to my bet of any amount even close to the $7 allowed maximum bet. There is nothing in the rules of the game that state not collecting wins will add up the amount of each bet place until the wins are collected. I’m fact that would make winning a jackpot on that game impossible. (Jackpots are won by filling bottles. Bottles are filled by not claiming wins.

Dear Casino representative,

Could you please explain how it was possible to place a bet of AUD 19.8? I tried the game, and the allowed stakes are 10 or 20. There are no bonus features or buy-ins in the game.

Hello dsturbedprincess6 and Matej, 

We hope you are doing well. 

We are deeply sorry for the inconvenience you are experiencing at the moment. We understand that it must be not easy for you. 

Right now our management is taking care of this case. We have sent that request to game provider for a deep check. Such tasks may take some time but hopefully this will be resolved very soon.

As soon as we have the answer, we will let you know. 

Thank you for your patience and understanding, it's very important for the process. 

Have a great day.

Good afternoon dsturbedprincess6 and Matej,

We hope you are doing well. 

We have received a response from the game provider after a deep check. The bet was not 19.80 AUD, but 0.20 AUD, as the player says. We apologize for this situation and for the waiting.

The money was returned to the player's account.

Thank you for your patience and understanding, it's very important for us.

Have a great day.

Dear dsturbedprincess6,

Could you please confirm that you received the money, and we can close the complaint?

Yes the money was returned to my account. I’m just trying to withdraw it. If I have any issues with that, you know I will be back. Thank you so much Casino Guru

Dear dsturbedprincess6,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Matej

Casino.Guru

If you will have any problems with the withdrawal just reopen the case.