The player from Germany was accused of breaching the maximum allowed bet. Since the max bet rule was only breached once by accident and the player didn't win anything with this bet, the casino decided to grant the player their winnings. The issue was successfully resolved.
Betandplay Casino - Player's winnings were confiscated.
Amount: €800
Betandplay Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
I had already successfully risked a bonus by making a deposit of around €93 and ended up winning a good €800.
However, this win was not paid out to me because I supposedly made a bet of €6, which is also shown in the bet history but it just doesn't make any sense to me.
(I'm 10000% sure I didn't make that bet)
I don't play 20ct bets and then suddenly 6€ and certainly not when I know the bonus conditions of N1.
That's why I asked myself if you could do something else, it's just this 1 bet over 5€ that denies me the win.
Best regards
Selina P***
Edited by a Casino Guru admin
Automatic translation:
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1 year ago
Dear seliko,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and I found this:
"2.2. The maximum bet while wagering is 5 EUR (or equivalent in another available currency), unless otherwise specified. The maximum bet limit includes bets doubling after a game round has been completed and bonus rounds (purchased within the game). Breaching the maximum bet rule leads to all winnings from the bonus confiscated and deposit refunded."
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 full 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 relevant communication between you and the casino, please send it as well.
Thank you in advance for your reply.
Best regards,
Kristina
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1 year ago
Translation
Hello Kristina, I am aware that this rule is standard, so I am convinced that I did not make this bet.
I have sent you my game history which shows that this one bet does not match my game behavior.
Kind regards.
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1 year ago
Thank you for your reply, seliko. Could you please specify which bet it was (game round or bet ID)? This game history is not very easy to navigate. Thank you.
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1 year ago
Thank you very much, seliko, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 year ago
Translation
Many thanks kristina I wish you a nice day :) !
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1 year ago
Hi seliko,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Betandplay Casino to the conversation to participate in the resolution of this complaint.
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1 year ago
Dear Seliko,
I am sorry to hear of your frustration. As a fresh casino we do our best to offer our players a great experience whilst abiding by our terms and conditions.
Our terms and conditions do clearly state that "2.2. The maximum bet while wagering is 5 EUR (or equivalent in another available currency), unless otherwise specified. The maximum bet limit includes bets doubling after a game round has been completed and bonus rounds (purchased within the game). Breaching the maximum bet rule leads to all winnings from the bonus confiscated and deposit refunded."
However, in your case I can see your frustration. We will be in touch with you directly via email today to mutually resolve this case.
Best Regards,
BetandPlay Casino
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1 year ago
Thank you Betandplay Casino team for the quick reply.
Dear seliko,
Please let me know if you were able to find a solution with the casino representatives.
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1 year ago
Translation
Many thanks to everyone involved Bet and Play Casino sent me an email saying they understand my frustration and will give me €705 back.
I am so thankful for their help and also many thanks to Bet and play casino 🙂!
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1 year ago
Dear seliko,
After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, seliko, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Best regards,
Peter M
