The player from Austria had used a 200 EUR bonus on Bitwin and had won 2250 EUR. However, the casino had denied the payout, claiming the player had exceeded the 'Maximum Bet' limit by making three bets of 5 EUR each on 'JetX'. The player had argued that each bet should be considered separately, as they hadn't won anything from 'JetX' and the terms hadn't clearly stated otherwise. After reviewing the game rules and the casino's terms and conditions, we found that all three bets did indeed constitute a single game round, thus breaching the max bet rule. Therefore, we had concluded that the casino had acted within their rights to deny the payout.
BitWin Casino - Player's winnings have been confiscated due to an alleged maximum bet violation.
Amount: €2,250
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
6 months ago
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7 months ago
Translation
Hello,
I received a 200 EUR bonus at Bitwin. I used this bonus to play and managed to win 2250 EUR after reaching the wagering requirement.
However, the withdrawal of my winnings was denied because, according to Bitwin, I exceeded the "Maximum Bet" limit.
I played the games 'JetX' and 'Book of Sun'. The problem, according to Bitwin, was that in JetX, I made three bets of 5 EUR each, totalling 15 EUR. The bonus conditions are unclear to me, they do not state that I cannot place three individual bets of 5 EUR each - Bitwin counts these as 15 EUR. As far as I'm concerned, these are three separate bets since I've never had any issues when doing similar on other sites, for instance, in the game 'Aviator' where I also placed two 5 EUR bets. Since these are three separate bets, it was not clear to me that this was not allowed.
Even when I asked in the chat during the bonus, I was simply told that the manager would be informed. The manager subsequently gave the 'ok' - not only to this issue, but also another one. Initially, it was claimed that the maximum payout of the bonus was 200 EUR.
In the terms and conditions it only states, "the maximum bet while wagering is 5 EUR". It also states that "the max bet limit includes bets doubling after a game round has been completed and bonus rounds". There's nothing therein about situations like JetX. That's why I only played with 5 EUR per bet. It's like a sports betting bonus being canceled because a person has placed three bets simultaneously. You won't find any information on this in the terms and conditions.
A brief note:
I did not win anything in the game JetX, my winnings came entirely from the game 'Book of Sun'.
I implore you to look into this matter and let me know your viewpoint. The game JetX simply involves three jets taking off, each of which, in my opinion, is its own separate game, as the jets independently crash or don't. I have been playing casino games for quite some time, and I am usually well-versed with the terms of bonus conditions. I have never had any issues with withdrawal whenever I've won something.
Automatic translation:
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6 months ago
Dear mtm119,
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:
The maximum bet while wagering is 5 EUR or equivalent (5 EUR / USD, 7 CAD, AUD, NZD, 0.0002 BTC, 0,035 BCH, 0.03 ETH, 0.1 LTC, 70 DOG, 5 USDT). The max. bet limit includes bets doubling after a game round has been completed and bonus rounds (purchased within the game).
Our position is closely explained in Fair Gambling Codex. 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 veronika.l@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,
Veronika
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6 months ago
Translation
I wrote an email to you with all the screenshots.
I understand the max bet rule, that's clear to me, but 1. I didn't win anything at JetX anyway, I lost more and 2. I don't see the max bet rule being violated here. These are 3 independent bets, comparable to 3 individual sports bets. each jet is a single event. It's also clear to me that the casino doesn't see it that way - they simply don't want to pay out the money.
Since each round takes longer than if you pressed 3 times on a slot machine, I don't really see the point here either.
The point of the Max bet rule is that nobody abuses bonuses and chases them on all sides. I didn't do that.
I have already requested the transaction history.
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6 months ago
here is, for example, a description of jetX3:
"The gameplay of JetX3 follows the basic Crash game formula, but there’s a nice twist here. Whereas most current Crash games allow you to place up to two bets in a game round, JetX3 actually allows you to place up to three bets in one go. Even better, you’re betting on separate fighter jets, which is a major difference from essentially all the other Crash games. You’re always betting on a single object there, so, if it crashes early, you’re out of luck, even if you placed two bets instead of just one. Here, however, losing a fighter jet early still leaves you with up to two second chances!" from https://slotcatalog.com/en/slots/JetX3
„you’re always betting on a single object". I think that’s the point in this game. And again, I didn’t win anything in this game, everything I won was from Book of Sun!
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6 months ago
Thank you for your emails.
As you stated in your previous comment:
Whereas most current Crash games allow you to place up to two bets in a game round, JetX3 actually allows you to place up to three bets in one go.
This part of the sentence clearly states that all three bets, in fact, constitute a single game round. The terms state that the maximum allowed bet in a single round is €5, meaning that you were allowed to place a bet of a maximum €1,66 on one plane.
I'm sorry but the max bet rule is 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.
I'm afraid that we will not be able to help you in this case. Please let me know if there is anything else I can assist you with, otherwise we will reject this complaint.
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6 months ago
Translation
As I said, this is a matter of interpretation. It is not clear from the terms and conditions that this is not allowed - I find it exciting that you use exactly the same wording as bitwin, exciting 🙂. Show once again that protecting casinos is more important to you than player protection - as is written about you in various forums.
You made it easy for me to simply avoid all DAMA casinos in the future and not to click on any of your ref links to casinos.
Your answer also shows that you haven't dealt with the game or Bitwin's terms and conditions at all. You are answering based on my research and are not doing your own research. Even your admin colleague in the forum was on my side on this topic.
A lawyer also shares my opinion, but since this casino is hidden in Curacao, nothing is possible.
However, after you adopt the casino's wording 1:1, everything is clear anyway 😉
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6 months ago
I am sorry but the game quite clearly shows that you may bet on 3 different jets during one round. This can be found even directly in the game when you open the rules.
Since you breached the maximum bet rule by betting 5€ on each jet, I have to reject your complaint.
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.
Best regards
Veronika
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