Casino Extreme - Player has been accused of playing restricted games.

Hello oh everything, my problem with the casino is that they denied me the withdrawal and they also took away my winnings what do they do to $1,800.00… the reason they gave me was that I played in progressive slots when my bonus was still active, but it is not like that because I I could already request my withdrawal when I played these slots, which by the way I lost almost everything there I am aware that you cannot play in these progressive games if the bonus is still active, however it was no longer active since at that time I could already request my withdrawal and according to the rules you cannot request a withdrawal without having completed the game requirements…. I hope you can help me my withdrawal I requested it this morning and it was via bitcoin thanks to all I hope I have luck and they can solve my situation.

Dear San,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please note that in some casinos bonuses are active until the point players request a withdrawal of their bonus winnings.

Could you please advise which bonus you activated? If possible, please, post here a link to that offer.

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello, good afternoon, I will try to copy all the information I have from the conversation with the casino

representatives Cristina, thank you for your help, I hope this problem can be resolved satisfactorily, see, I'll send you the emails that the casino and I have sent to them, please, if you need anything else, just let me know

Thank you very much San for your reply. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello good morning, thank you very much Cristina!

Hi San,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Casino Extreme to the conversation to participate in the resolution of this complaint.

Hi Peter, thanks for your help I really appreciate it and if I agree to invite casino extreme to the conversation maybe it can be solved more quickly

Hello San,

Hope you are doing well!

Please note that we have completed another review of the gameplay to find that almost a third of all bets were made on the prohibited games for that coupon. Always trying to make fair conclusions, our payments team can only make exceptions that will be fair to the entire player base and such violations only can result in voiding the balance. The rule applying to the violations made after you completed the wagering is in the terms of use at the link and location below:

https://casinoextreme.eu/terms-and-conditions

7. BONUSES AND PROMOTIONS

7.1. General Bonus and Promotion Rules

v. Once a bonus is claimed, the terms of that bonus step into effect immediately. These terms remain in full effect until a new Fund Action (Deposit or Bonus) is processed to your account and after the bonus has been cleared from your balance. Bonus Terms will remain in effect after Wagering has been met. Bonus Terms will remain in effect after a Withdrawal is processed. Bonus Terms will remain in effect after Playable Balance drops below $/€ 1. Depositing on top of your existing bonus balance does not void the Bonus Terms. Any violations of the terms while they are in effect, may result in all winnings being voided as per the Terms & Conditions.

I see that you have, during your last gameplay period today, experienced our instant withdrawals and sincerely hope that there will be lots more to come!

Also, please note that the management team prepared a complementary chip for your account because you proceeded with your trust in our organization. You may request the comp via the 24/7 live chat support. We are proud to have a loyal player base and tend to reward loyalty with special care.

Kind Regards,

Mikey

Casino Extreme Management

Hello, I knew that the rules remain until once the requirements are completed, I did not know that they remain even completing the requirement for a withdrawal

Hi all,

Thank you for your replies.

Dear Casino Extreme Management,

When it comes to playing restricted games with a bonus, there is an easy software fix that can prevent the players from doing so. If you don't want the players to play certain games, don't let them. Otherwise this serves as a trap for players, especially if there are like 100 restricted games. Secondly, I am very curious about this rule:

"Bonus Terms will remain in effect after Wagering has been met. Bonus Terms will remain in effect after a Withdrawal is processed. Bonus Terms will remain in effect after Playable Balance drops below $/€ 1."

Could anyone explain this to me? The rule makes an impression that the bonus rules remain forever, during wagering, after wagering is finished and even after withdrawal is made?? I believe this must be some mistake because it's ridiculous. How can a bonus rule apply to game play after the bonus wagering is finished? From the moment the wagering requirement is finished, the winnings should automatically go to real money and the bonus rules are done. We are strongly convinced that the player should get paid in full.

Thank you very much Peter for supporting me in this, I know the rules of the game of many casinos in which I have played and absolutely none play with said rule, I thank you in advance for your support in this matter and I hope it can be resolved satisfactorily for both parties.

Hello,

Hope you are doing well.

First, to address the rules in the terms and conditions. The wagering, ruling out the restricted games, maintains a coupon setting that will prevent gameplay on prohibited games. However, losing the wagering restriction will disable that setting according to system capabilities. The player will always hold on to what was won fairly, having the option of withdrawing or continuing to play within the coupon rules. But the balance acquired through coupon gameplay is still balance acquired through advantage the players playing clean deposits do not have.

We always insist on respecting the terms and conditions and we will at all times act according to what obligations are determined in-between the player and the casino through agreeing to T&Cs. The terms and conditions referring to the bonus gameplay are always visible, hyperlinked, we mention coupon and general terms multiple times in advertisement, and our general terms provide a simple set of rules that is easy to follow.

To address your misgivings about the particular rule broken, one should be introduced about Casino Extreme dynamics to understand the rule is addressing all possible situations the rules might be broken in. The rule referenced below informs a player that coupon rules remain:

-After completing wagering requirements;

-After a withdrawal made, in case only a portion of the coupon won balance has been withdrawn, meaning the remaining coupon balance will still be subject to coupon rules;

-If the balance goes below 1$, meaning the balance going below 1$ in RTG removed view of wagering requirements and the player cannot see them in case gameplay continues.

"Bonus Terms will remain in effect after Wagering has been met. Bonus Terms will remain in effect after a Withdrawal is processed. Bonus Terms will remain in effect after Playable Balance drops below $/€ 1."

To sum the report up, our promotions and loyal player bonuses and offers are very generous and thus require the bonuses provided to be kept in check simply by not giving unfair advantages against players who do not take advantage of casino bonuses and intend on playing clean deposits. The Coupon terms remain for the whole time the balance given through bonuses is played, initiating a new bonus or deposit action after balance drops below will reset the balance rules according to what is the nature (Deposit or bonus) of every new action.

The customer is introduced with our brand so far to see that we keep our promises and are very generous with all sorts of bonuses, we keep 24/7 online support, and honor the Instant Withdrawal advertised. We simply cannot disregard the vital rules that are visible and the customers are introduced with prior to sign up and gameplay both. I hope this detailed report satisfies all inquiries and provides explanation enough for the actions taken.

Best Regards,

Mikey

Casino Extreme Management

Hi all,

Thank you for your replies and for the explanation. Now I understand how the bonus works.

Dear San,

The bonus you claimed was so-called ‘sticky’. This means that the initial bonus amount is considered non-cashable (it is deducted upon withdrawal). Unfortunately, this also means that such bonuses are considered active even after the wagering requirements have been met and there is a good reason why.

Imagine a situation where a player deposits $100 and gets $200 as a bonus. They now have $300 to play with. Let’s say that after finishing the wagering requirement (which is usually very low in this type of bonus), the player is left with $250. If the bonus would end automatically, $200 would be deducted, leaving the player with just $50. Would the player be satisfied? Well, most players wouldn’t. Most players would prefer to continue playing with the $250 to get a chance to increase their balance. This is why after completing the wagering requirements, players need to decide when they want to cash out. We consider this system not to be very user-friendly but unfortunately, there’s no other way to end a bonus on an RTG platform.

This brings us to the discussed situation. Casinos have the right to restrict certain games while playing with bonus money. This is because different games will have a different house edge. If the casino would allow players to use bonus funds on games with a small house edge, such as Blackjack, it would greatly increase the cost of the bonus for the casino.

For standard bonuses, we recommend casinos not to void winnings, but not count bets made on restricted games towards wagering requirements. This way bonus hunters can’t take the advantage of playing these games. For sticky bonuses, however, this wouldn’t help as the attached wagering requirements are often too low and the cost of the bonus is not reduced by the fact that players have to fulfill them, but rather by the fact that the initial bonus amount is deducted at the end. This way players can get a significant advantage by playing games with a very small house edge. If players would be allowed to do this, it wouldn’t be possible for the casino to offer these bonuses anymore.

We strongly believe that all casinos should enforce these rules by software so players are not able to play restricted games with an active bonus. Unfortunately, the vast majority of casinos, including ones using the RTG software, do not have such a feature implemented, and the industry standard is to just list the restricted games in the Terms and Conditions. This is why we aren’t giving any major penalty for this at the moment.

Hello, good morning everyone, I see that there are rules that I did not know and that exist in casinos! But certainly the casinos must put restrictions to not be able to use this type of games and thus risk losing all profits, now who can explain the resolution of my case?

Hi San,

Since these types of bonuses can be quite profitable for the players and the casino has to set some limits for them, in this case, we accept the restricted games rule. Therefore, I'm afraid, your complaint will be rejected. If you disagree with our decision, please turn to the Curacao Gaming Authority (https://verification.curacao-egaming.com/validateview.aspx?domain=casinoextreme.eu) and submit a complaint to them by filling out the form. I wish I could be of more help.

Best regards,

Peter