The player from Brazil had her winnings confiscated due to accusations of breaching maximum bet rule in the casino. We closed the complaint because the player stopped responding.
The casino simply canceled my winnings claiming that I wagered more than 10% of the bonus, but this is not true! I'm waiting for them to show me the bet and the amount. I received a €40 bonus, so 10% would make a bet of €4, the maximum I bet was €0.88.
Dear sirlenybritto3,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.
Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:
"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 tomas@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.
Best regards,
Tomas
How do I do it? I played for more than 2 hours straight to meet a 50x rollover
The game history is usually accessible from the account or you may request from casino support.
Did you have any luck with the casino showing you the bets that were above the amount allowed by the bonus terms&conditions?