Casino Extra - The player's winnings were voided.

Hello, I come to tell you that casinoextra is a scam, I won €1,217.35 with the welcome bonus and they say that because I bet more than €5 per play, they cancel my payment when their virtual roulette accounted for 0% of the bonus. Stay away from these scammers

Hello ivan21herrada,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casino Extra. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Can you please clarify which bonus did you use? How many times did you bet over 5€? When was the last time you spoke to the casino and what was it about?

Can you please access your betting history and forward it to nikolas.b@casino.guru?

Please note that if you did bet over the maximum allowed limit multiple times, the casino had every right to void any winnings generated from the bonus.

Looking forward to your answer.

Regards,

Nick

If I have a fully verified account, I played several times betting more than €5 but in a live casino that does not post anything to the bonus it puts 0%, I do not see that it does not post but if they take into account how much is bet, not on slots pass that barrier. I consider that since I got a large amount of money, they don't want to pay me, that would not have happened in a casino with a Spanish license, since they do not operate well, that is why they have such strict rules as excuses for not paying

Hello ivan21herrada,

Can you please forward your betting history to nikolas.b@casino.guru?

It won't let me send photos here I get loading but it won't let me

In any case, I said that if I play more than €5 in bets in live roulette but if live roulette does not contribute to unlocking the bonus, I do not understand why they take into account if you bet more than €5 in roulette spins

Hello ivan21herrada,

I requested to send it to the above mentioned e-mail address not to post it here. Can you please send the betting history file to nikolas.b@casino.guru?

Dear ivan21herrada,

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.

Hello I sent you a few days ago by mail the history

Can you please advise from which e-mail address did you send it? I did not receive anything from the one you used to register on casino.guru.

True I was wrong sending it by another email I sent it with the email ivan22herrada@gmail.com

Isn't it possible to send it as an entire history or an excel file where we could see the full history to be sure that you did not play any other game with the amount over the allowed?

Do not play only live roulette above €5 but do not exceed that limit in slots

Could I look to see how I could send you all the history, would it be valid capturing a video from my mobile showing everything?

If you can't download it directly from the casino side in a file let me know please and we will try to get it from the casino.

Trying to get it from the casino because I can't download the history

Hello ivan21herrada,

Did you get the information from the casino? Please let us know as if you did not get it, we will try to intervene.

No, the casino does not give me an extract of the history, intervene you

Thank you ivan21herrada for the information. I will now forward your complaint to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Will you assist me here, right?@

Hello ivan21herrada,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Casino Extra to join the conversation and participate in the resolution of this complaint.

Dear Casino Extra,

The player has been accused of breaching the maximum bet rule. Could you please provide us with supporting evidence of this? It can be sent to my e-mail address, adam.m@casino.guru.

Kind regards,

Adam

Ok

Dear Casino Extra,

Thank you for the evidence provided.

I can see that the player has indeed made bets above the maximum. However, it does appear that they have only done so in Live Roulette games, as they stated (please do correct me if I am wrong).

I checked the terms and conditions for the bonus using an IP address from the country where I reside, and noticed that bets in Live Roulette games are listed as contributing 15% to the wagering requirement:

However, upon looking at the same terms from a Spanish IP address, there is no such stipulation:

The only thing mentioned here is that Live Casino games contribute 0%, so I can completely understand why the player would assume it is OK to bet more in these games and not consider it as breaking any rules.

Can you please clarify the situation?

Kind regards,

Adam

Correct, that is exactly what I was debating with them, I told them, but it expressly only happened to me in live roulette and they told me that no game can not be played, and as you have verified by reading their terms, it does not say anything about the roulette

So my winnings have been confiscated illegally right? What could I do to get him to give me what I won? I talked to them many times with customer service and they don't give it to me, they keep saying that I broke the terms

Hi all,

We thank you for your reply in relation to this query. 

Thank you for clarifying the above, we can understand better now. 

The picture screenshotted above is a translation, I have attached the original below. In the above screenshot ''royal rule'' does not really explain anything however if we see the screenshot in Spanish we can see that it says ''Real Roulette'' :

Please do also understand that as per the below term for bonus funds, the maximum amount a player is allowed to bet when playing with bonus, is €5 per bet, even if the wagering requirement was 0% as implied in the previous messages. This does not exclude that 'type' of game from the above rule.

"The maximum amount you are allowed to bet per spin when playing with a bonus is €5 per bet (or equivalent in any other currency) until the wagering requirements of the bonus have been met."

Nonetheless given the above situation, we will send a request to update the terms to make it more clear if need be. 

We do hope that this clarifies the situation, please reach out to us should you require anything further.

Thank you,

Customer Support Management

If you are going to update the terms it is because it is not well expressed and if it is not well expressed you have not acted correctly

Apologies for the error, you should find the previously mentioned screenshot here:

And where does it say that you cannot bet more than €5 in a live casino?

Dear ivan21herrada,

It certainly does seem that the casino has acted in accordance with its terms in this case. Live roulette games are listed as contributing 15% to the wagering.

Also, the maximum bet amount while using a bonus is stated clearly and there is nothing to suggest it wouldn't apply to roulette.

Can I ask you to please clarify why you were under the impression that bets in roulette would not count towards the bonus?

Kind regards,

Adam

Because it doesn't say it, there is an indication that you can't play slots, it doesn't say anything about live roulette. I also sensed that nothing would happen because by contributing 0% in live roulette, nothing would happen.

Hi all,

We understand that in this case Real Roulette and Live Roulette made a difference.

Please still understand that even if the wagering is 0%, you can not bet with more than 5Euro if you have bonus money.

Moreover than this, wagering contribution differences are a very very common standard in the iGaming industry and most if not all have similar rules with the max bet allowed global for all types of games. I can personally confirm that we are acting in accordance with our terms.

We are sorry for the confusion in this case nonetheless.

Thanks,

Customer Support Management

Almost all of you have the terms like that? Almost all those who do not have a license in Spain, right? Because in a Spanish casino that would not have happened to me

Hello all,

Please accept my apologies for my delayed response.

Dear Casino Extra,

We have discussed this case internally and had the Live Roulette games not contributed to the wagering, we believe the player should be paid their winnings.

However, this case is not so straightforward. The wagers have contributed to the wagering requirement, and the max bet rule has been breached in these games.

The problem is that it does appear that the player has merely misunderstood the rules, not helped by the "Real Roulette/Live Roulette confusion mentioned previously.

In light of the above, I would like to ask if some sort of compromise can be offered on this occasion.

Kind regards,

Adam

Roulette bets have not contributed to the requirement in fact if you bet it did not count towards the requirement all it did is lower or raise your money but contributing does not contribute

Hi all,

We hope you're doing well. Thank you for your kind patience.

We understand how frustrating it can be when things don't go as planned. Your feedback about the phrasing used and wagering terms is highly appreciated.

On this occasion we would like to offer you a 150Euro bonus as a gesture of goodwill and to show you our appreciation of your custom. The bonus will only have a wagering of 1x which means that any winnings you make, will be yours to withdraw up until 3000Euro. Standard Bonus terms apply, including but not limited to max 5euro bet on all games.

To claim the bonus, simply confirm here and we will process it for you within 24 hours.

Once confirmed, you will then be able to login to your reopened account and claim the bonus instantly.

We value your time with us and hope to have the opportunity to serve you better in the future.

Thanks,

Customer Support Management

Ok, it seems reasonable to me, how will you apply the bonus?

Hi, I'm still waiting for the voucher, is there something wrong?

Hi Ivan,

Thank you for your co-operation.

Your account is open, you should be able to find the bonus on the Bonus page on your account. You only need to claim it so it will be fully activated.

Please let us know if you have any questions so we can sort it out.

Thank you,

Customer Support Management

I have a question, it won't let me enter your page now from Spain, how do I enter?

Hi all,

We have shared some troubleshooting steps to access the site, we're in contact with the player via email but there is no further reply on his end.

We have credited the account and reopened already, let us know if you need anything.

Thanks,

Customer Support Management

Thank you, Casino Extra.

Dear ivan21herrada,

Can you please provide us with an update on the situation? Are you now able to access your account?

Kind regards,

Adam

If they already credited me with that and I was able to enter

Hello ivan21herrada,

As you have now confirmed receipt of the bonus and you have access to your account, I will now mark this complaint as 'resolved' in our system.

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Adam