Casino Extreme - Player's winnings have been confiscated.

Hi I received an email from the casino today that they have made their final decision. It really is a shame because they are one of the best casinos for US players.

This was the last email I sent to them.

I also wanted to point out that I understand the reasoning behind the max $10 bet restriction. This would allow for more bets over a longer period of time thereby allowing the law of averages and not to allow a fluke player giant win and only serious lucky wins would result in a payout. All of this is very fair. By way if I had lost all of the money betting I would have been only angry with myself and the casino would have benefited. The way I was treated without a warning and an AH HA I got you email removing my funds is so unfair. If I walked into any casino and the dealer accidentally kept paying my bet which exceeded the table maximum the casino would not confiscate my bankroll in my possession. It does not make any sense to apply this T&C to me. Also it states that the winnings "may" be confiscated which is a clear sign that the writers understood there are reasonable exceptions.

Stephen P***

Sent from my iPhone

On Jun 2, 2023, at 5:27 PM, Steve P*** <s***r@gmail.com> wrote:

Hi my name is Stephen P*** and I am from the USA. I feel I have been unfairly treated by Michael who handles your payouts. I was playing for roughly 5 days and started my win from an No 

Max bonus of 20% called Breaker in accordance with the terms and conditions set force on your website. Once I cashed out $2500 via bitcoin I had thought the T&C were completed. Without realizing i was not in compliance i increased my bet beyond that amount. I had roughly $10,000-$15,000 in my account when I violated this requirement by increasing my bet. I do not believe I came out an overall winner from the violation but in any even when I went to cash out my withdrawal was declined and my balance of over $10,000 was taken from my account by your Admin. I pleaded my case over multiple emails but still have not received my balance back prior to this error. Your casino has a good reputation via the hundreds of reviews I read. Most of the issues were with bonus hunters and persons not following the T&Cs. Up to this point I was treated very fairly and would recommend your casino to all my friends.

All of your slot games have a specific maximum that a player can make and it’s impossible to exceed these amounts. With the bonus there is no automatic restriction placed on your bet so a person could easily make mistake or not realize that bonus is still in effect after cashing some money out. Now I not saying the casino is at fault here but by implementing bonus restrictions would cut down substantially on disputes. 

The T&Cs could be made a little clearer as to the wording of section. 7V and more specifically the word "winnings". In the normal ebb & flow of betting a player wins a bet then losses a bet. The definition of winnings is not clearly made here or any where else on your site. I would agree that any money I actually won should be voided but certainly not cumulative individual bets. I am willing to have any net winnings removed from my account but you cannot void and solid lucky win and 5 days of playing in accordance with your T&Cs for a couple hours of violation play that resulted in a loss of a very small win. The casino has easy means to detect this error and remove the players actual winnings upon withdraw. By leaving this open to a player to make a mistake that is easy to detect through software your are in effect willfully allowing this happen to steal from a player with poorly written wording. Can you please see what can be done here? 

Stephen P***r 347-***-****

Dear 1BigSuckerme1,

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:

"w. In the interests of fair gaming, all bonus promotions are limited on the maximum bet allowed to be placed. $/€ 10 is the maximum bet amount allowed on any promotion, unless SPECIFICALLY stated otherwise in the promotion. Betting above this amount will result in promotion winnings being voided and removed."

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 kristina.s@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,

Kristina

Dear 1BigSuckerme1,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.