The player from Saskatchewan had deposited $30 with a bonus code, met the requirements, and accumulated $2950. Upon cashing out, the casino confiscated $1950, citing a max win cap, which the player had previously been told did not exist. The terms did not mention a win cap, and the promotion link led to a 404 error page. We determined that the maximum cashout limit was indeed stated in the bonus terms, and therefore, the player was not entitled to the confiscated winnings. The complaint was rejected based on the established terms and conditions.
BetChain Casino - Casino confiscated player’s winnings.
Amount: Can$1,950
BetChain Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 months ago
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4 months ago
i deposited $30 with the code MAPLECHAIN24 and passed requirments with a total of 2950, when i cashed out the confiscated 1950 saying there was a max win cap, i had asked support though previously if there was a max win cap nd was told no. i looked over terms and i dont see anything about a max win cap, when you click more under the promotion it only goes to a 404 error page. i think they should have to pay me my full winnings. attached are terms and 404 page.
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4 months ago
Dear jimpritchard1940,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Was this the first bonus you played with at this casino?
- Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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4 months ago
i have played several bonuses there, i have also asked for all my comunication logs with support to be emailed to me, havent recieved as of yet though. i am going to look through my screenshots and emails with them as is sometimes request transcripts when asking for bonus detils.
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4 months ago
i just clicked the more button on the bonus info and they now have it working, it has not worked previous to this for at least a week as to why i contacted support and asked about max win. It says max win 1000 now but i still believe casino should have to be held accountable for the information from support and pay the rest of winnings confiscated.
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4 months ago
Thank you for your reply, jimpritchard1940. I apologize, but if the maximum cashout limit is stated in the bonus terms, there is nothing we can do and we don't think you are entitled to all your bonus winnings. Casinos try to design their bonuses to be as attractive as possible, and setting a maximum cashout limit for bonus winnings is very common.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
