The player from Germany has been accused of breaching bonus terms by placing a single bet greater than the allowed one. Therefore, her winnings were confiscated. We ended up rejecting the complaint because it was not justified.
I have on 22.05. requested a payment of € 900. On May 25th I was told that I had violated the bonus terms. Unfortunately, you cannot control this yourself. Due to my request for details, I was informed that I would have played in a game with € 3.00. I had paid € 50 and the conditions were that up to 10% so you can use € 5. As a reason, I was sent the bonus rules from BOO Casino. There was indicated in brackets that you can use 2.50 €. The casino could then decide whether to take the smaller amount as a condition. I immediately checked the conditions of Bcasino and there was no mention of this € 2.50. I immediately copied it and sent it to the chat. About 10 minutes later they sent me the bonus conditions of bcasino and suddenly there was this condition in brackets. So you changed afterwards. I find that highly criminal. I then pointed it out again and emphasized that I did not violate the conditions then existing. Then a manager named Matt answered me. He assured me that everything would be checked again and I would get an answer in about 8 weeks.
I then wrote to Matt two more times, but so far no answer.
Please help me this time too.
thank you
Roswitha main magpie
Dear Roswitha,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked general bonus terms and conditions, and this is what I found:
"Betting more than € 4 per spin or 10% of the received bonus amount (the smaller of the two) on a slot game"
Could you please specify which exact bonus you have played? If your account is still accessible, please forward your game history together with any relevant communication. My email address is petronela.k@casino.guru. ? I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Hello Petronela,
Thank you for your message. I just sent you an email. I hope this helps you to help me. Thank you.
Roswitha
Dear Roswitha,
Thank you very much for forwarding all the relevant communication via email. If your account is still accessible, could you please forward your game history too?
Thank you very much Roswitha for your quick reply. I will now transfer your complaint to my colleague Peter 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.
PS: I have forwarded your email to Peter.
Hi Roswitha,
Thank you for the email. I will contact the casino and we'll see what can be done.
Hi Peter,
I wanted to send you an email, but it keeps coming back. The email to Petronela also does not arrive.
Roswitha
Hi Roswitha, thank you for the information. Could you please try again or alternatively use this email address instead: peter.m@guruadmins.com?
We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.
Hi Roswitha,
I was just told by Skype somebody would look into the matter.
Hi All,
I can confirm that a deposit was made for 50€ and a bonus was claimed for 25€ in our daily re-load promotion. I would like to provide a link to the Bonus Terms and Conditions which you are bound to upon receiving this bonus:
https://www.bcasino.com/en/promotions/daily-reload#tnc
As you can see, the terms include the following ‘’non-allowed’’ activity:
The following wagering activities are not allowed until the wagering requirements of this bonus have been completed:
· ….
· Betting more than € 4 per spin or 10% of the received bonus amount (the smaller of the two) on a slot game
· ….
If, on review of your wagering activities, it is found that you have performed one of the above, your winnings will be removed.
When the game play was reviewed, it was apparent that a number of bets were made for 3€, which exceeded 10% of the bonus given and is not allowed whilst still within wagering requirements.
As you have mentioned, I can confirm that the Terms and Conditions were updated slightly on the 27th May. The change that was made, relevant to this case, was the above line (Betting more than € 4 per spin or 10% of the received bonus amount (the smaller of the two) on a slot game) to which it previously stated :
Betting more than € 5 per spin or 10% of the received bonus amount (the smaller of the two) on a slot game
As you can see, the maximum bet had been lowered slightly, however, our terms and conditions were clear and unchanged regarding the '10% of the received bonus amount (the smaller of the two)' , in this case, 10% of the bonus received being 2.50€ (bets were placed for 3€). Casino Guru have been provided with screen shots of the previous version of the terms and conditions, which shows that this clause was there before.
I do hope that this answers your questions, please let me know if you require any further information regarding this and I will be happy to help.
Hello Roswitha,
I discussed the issue with the casino and now I understand the mathematics. The bonus you played with was a 50% reload bonus worth €25. You breached the maximum bet by staking €3 which is more than 10% of the €25 (€2,50). I'm really sorry but I can't help you with this one. I recommend you to always double check the rules to avoid disappointment. I wish I could be of more help.
Best regards,
Peter