The player from Spain deposited €200 and received a Welcome Bonus but is facing issues with a €3600 withdrawal due to allegedly violating the bonus terms by placing bets over €5. He acknowledges the violation yet questions why the casino did not prevent such bets.
Bizzo Casino - Player's winnings were voided due to a bonus term violation.
Amount: €3,900
Bizzo Casino
Safety Index:Above averageSafety Index
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7.8
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Case opened
Current status
Waiting for player to reply
6d 9h 17m 41s
Case summary
14 hours ago
Public
Public
yesterday
Translation
Hello, good afternoon to everyone, if I can even say that! My problem is that on Sunday, I deposited €200 via paysafecard and received the Welcome Bonus. I was playing various slots comfortably, and just yesterday, when I had winnings of around €1000, I hit a slot win of €2900. With €4200 in my account, I sent in the necessary documentation to make a withdrawal of €3600. This morning, I received a reply saying that I had violated the Welcome Bonus terms by making bets over €5. It is true I made such bets, though they were insignificant, and I admit it's in their terms, which I was completely unaware of. But shouldn't the casino automatically prevent me from making such bets?
Automatic translation:
Public
Public
14 hours ago
Dear jn85igo,
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 with an active bonus is € 5 (5 USD/20 PLN).
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 veronika.f@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
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
jn85igo has 6d 9h 17m 41s to reply
