Betandplay Casino - Player's winnings were confiscated

Worst casino and i have no one to help

Dear zeirky,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

Our position regarding the max bet rule 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

You can usually request a gaming history from casino support for a specific period.

From the correspondence of the casino you submitted, it appears the casino already informed you about specific bets that breached this rule on at least 2 occasions, and therefore reissuing of the bonus seems like a valid compromise from our point of view.

Thank you in advance for your reply.

Best regards,

Tomas

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

I used the the high bet after im done with my wager

Look at the time i finied the bonus

And look at the time u took my winings

I am afraid I will need more information.

Have you contacted casino support regarding the confiscation? What response have you received?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Dear zeirky,

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.

To consider your argument we will need to check your gaming history. Kindly request your gaming history from the casino for the specific time. The casino should provide this information in .csv, .xlsx, or other formats supported by table processors such as Excel so we may review it. I apologize for the inconvenience.

Again, from the screenshots provided we can't determine if the bet was made while the wagering of the bonus was still ongoing or not.

Thanks for your understanding.

Dear zeirky,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.