Casino Extreme - Player's winnings were confiscated due to a bonus terms violation despite a "No Rules" bonus.

Hello they confiscated 1280 of my withdrawal. They claimed the bonus Terms were violated. I won and played a NO RULES 75% BONUS DEPOSIT MATCH. YES IT WAS A NO RULES. ADVERTISED AND That bear was no limits or play period and when I clicked on the terms selected on the coupon under the account it said general Terms & Conditions period it never stated any specific terms other than no max cash out That bear was no limits or play period and when I clicked on the terms selected on the coupon under the account it said general Terms & Conditions period it never stated any specific terms other than no max cash out I won all the way up to $2000. At which point I had decided to play what they said was the restricted game which was keno period but the thing is is I didn't win no money off with the keynote that I played in fact I lost money I lost more than $350. After this I went and played some more slots and lost some more money I inhabited them $1350 in which I requested a cash out. I was then Denied the casho and only had $77 left on my account period after I got done talking to live chat they said that it had been denied because I'd violated the bonus terms and played the keeno game when I explained that I did not see these terms anywhere or were they made available to me anywhere to haven't played the keno game and the fact that all games and slots on casino extremes I prior to this incident have always restricted me from being able to play them in the first place if they are a violation of the terms of the coupon Period so the fact that their system let me play the keno gameoutwas no games I played th And supposedly it was restricted means that their system didn't prevent this from happening which had been done for me every single time prior to this period I was not aware or given the terms of this coupon other than it was a no rules no max bet no max cash outt were restricted. I then told them after they said it was keno that if that was then either cash out the full amount that I have requested or instead take me back to the point of just before playing the keyno game since the system had allowed it to be played without restrictions they denied each and denied any type of restitution are resolve for this matter. And this was a norules coupon it's literally in the name of it saying no rules. That casino extreme credit my account the full amount that they have confiscated that would be the 1350 minus the 77 that they had already on the account still for me upon logging back in period I request this in the fairness of truth and gambling and In faith that the system and rules and places that are able to help us players and situations like this can be utilized to be able to hold that was accountable that use these types of borderline scam terms after a big win to deny it. I have nothing but positive things to say about this place and awesome times that I've had here prior to this so disposed without saying that it breaks my heart that they did this to me.

The site restricts me from playing on any other coupon the slots that are restricted. This was a 75% No Rules Bonus meaning its supposed to have no rules!

I would completely understand if I would've actually had made a game from playing on that particular game if they avoided my winnings as of that point but this makes no sense it was literally an excuse just to deny it based on the sheer fact of the play because I didn't WIN I Lost on it and it actually Saved them Money.

Dear keithjann9,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you saved the screenshot of the terms and conditions of the bonus you activated by any chance?

Has there been any pop-up or some other warning showing that you are about to play a game that is not allowed when you have an active bonus?

Have you made any successful withdrawals from this casino before and is your account fully verified?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi Veronika,

Thanks for your fast response. I will try to cover all your questions.

You asked:

Have you saved the screenshot of the terms and conditions of the bonus you activated by any chance?

I have a screenshot of the email they sent me for this bonus. They disclose their coupons terms in their emails they send out to advertise at the bottom of them. You'll see their are none showing and it just says no max cashout no max wagering. When I activated the bonus under the cashier section the coupon had a link that said terms and conditions, however when I clicked it clicked it, it was just a short link to and all it did was take me directly to their general terms and conditions for bonuses. Nothjng specfic about this NO RULES coupon. I have attached the screenshot of the bonus offer I was emailed that I used. Please keep in mind that they are claiming a set of terms and will provide them to you as they did me but they were not made available to me before when it was advertised and offered, or during the coupons use, they only disclosed them to afterwards after I made a cashout request.

You Asked:

Has there been any pop-up or some other warning showing that you are about to play a game that is not allowed when you have an active bonus?

This is a good question and is "EXTREMELY" signifcant, excuse my pun. THERE WAS NO WARNING, POPUP OR ANY OTHER KIND OF AUTOMATED SYSTEM PREVENTION WHEN ACCESSING THE KENO GAME. This is a key point I made to them in my defense. Whenever Keno isn't allowed or there is a restricted game or any other reason for it to go against the any activated bonuses terms and condition their system automatically restricts it from a player and it is clicked and access is attempted there are pops up with a warning that lets you know it isn't allowed and then it automatically boots you to the main lobby. THIS DID NOT HAPPEN AND THERE WAS NO WARNING OR POP UP OR PREVENTION OR RESTRICTION!

You Asked:

Have you made any successful withdrawals from this casino before and is your account fully verified?

YES I am a verified player and have made numerous deposits and withdrawals with the casino. I have been with them for years and this is what makes this even worse is that this breaks my heart. I can't believe they woukd do this to me. I am a good, responsible, depositing player. I can only assume they might be falling on hard times, judging by their decision to do this to me over such reasoning.

To state further:

My balance when I first accessed the game was at $1900. I played numerous set of 5 & 10 spins at $1 dollar a spin. For a total of 260 spins. Having lossed 260 and not making any gain or profit I left abd didnt play again. I played other games until my balance reached $1400. The coupon bonus was sticky abd in the amount of $54.20. So I then requested the cashout for the dufference at $1345.80.

I claimed a 75% NO RULES BONUS, NO SPECIFIC TERMS WERE GIVEN EXCEPT NO RULES , NO MAX BET AND NO MAX CASH OUT, I won all the way up to $2000 and then played the keno slot and lost $350. When I went to cashout the stole my winnings and said I had played a restricted game. The keno slot. I said how can this be and they sent me a bogus set of undisclosed terms and conditions for that NO rules bonus that says non progressive slots only. There system always restrictions play on the games that aren't allowed during a coupon usage. It didn't do this and the fact that I didn't gain anything from playing the game, I had in fact lost money to the amount of over 350 dollars only tells me one thing. They Didn't steal my winnings because the had to. They falsely advertised a 75% No Rules Bonus when this in fact had some rules but then on top of that they hid away the specifics of those terms and didn't make them available to me prior. Which makes this a scam! Once they seen I cashed out they then inform me of these RULES they had for the NO RULES bonus. Even though I didn't WIN ON THE GAME THEY CLAIM WAS RESTRICTED. I LOSSED AND DIDNT MAKE any type of advantage or gain off of playing IT! THEU ONLY STATED AFTERWARDS AND MADE AVAILABLE THE TERMS AND DISCLOSED TO me THAT IT WAS FOR NOMPROGRESSIVE SLOTS ONLY., they still use it as a loophole and bogus and unvalidated reasoning to steal from a depositing player who just happened to win.

I AM FIGHTING THIS ON ALL FRONTS!

HERE AND EVERYWHERE ELSE I CAN FIND!

THEY WILL NOT GET AWAY WITH THIS! THEY CAN'T!

FOR THE SAKE OF FAIRNESS IN GAMBLING AND ALL PLAYERS THAT COME AFTER ME!

SHAME ON YOU CASINO EXTREME!!!

MAKE THIS RIGHT AND PAYOUT THE MONEY YOU STOLEN FROM MY ACCOUNT!

I just wanted to provide a few screenshots of recent reviews that show other players just within the last couple days facing and going through the exact same thing.... coincidence.. I think not!

Before we proceed with your case, please forward me the entire email with the bonus offer that the casino sent you a few days ago. My email address is veronika.l@casino.guru. Thank you.

I have forwarded the email to you.

Thank you very much, keithjann9, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 in the near future.

Hello keithjann9,

I'm Michal, and I have taken over your complaint. I have reviewed this case and I will contact the casino to see if I can help.

We would like to invite Casino Extreme to join the conversation.

Dear Casino Extreme,

Can you please provide us with more information as to why the player was able to access Keno when this game should be restricted from bonus play?

While we acknowledge the diverse range of offers you provide and the importance of reviewing bonus terms and conditions, the specific offer in question was labeled as "NO RULES" without any specific guidelines outlined in the email. Therefore, we sympathize with the player's assumption that playing Keno would not pose an issue.

We would greatly appreciate further clarification or a possible solution to address this issue.

Thanks Michal! I am so truly grateful for your platform and your support. I am really hoping this will finally get them to change their decision. I have sent you a document to you inbox that will allow you some more insight into this matter. I sent it in hope it will help but also to provide 100% Transparency. I have been exploring and exhausting all possible avenues to resolve this between them and I. You guys here at Casino Guru are like a light shining bright in what has felt like a very dark room for days on end now sense this occurred. Hoping they pick up the mic 🎤 here soon and answers your invite. Thx again - Keith

Hi Michal,

Hi keithjann9,

Hope you are both well.

After conducting a comprehensive review of the player's account, it has been determined that the player violated the terms of the coupon 75MYRULES by playing restricted games, specifically Keno.

As clearly stated in the promotional terms, only Non-Progressive slots were permissible for use with this coupon. These terms were readily accessible at the Cashier and the player could check them at any moment.

This particular coupon comes with this specific terms, namely:

https://casinoextreme.eu/terms?class=75MYRULES

- Wagering: x1 D+B

- Max Cashout: No Max Cashout limit

- Max bet: None

- Allowed games: Non-progressive Real-Series Video Slots only (except 777)

Additionally, we must turn your attention to the General Terms & Conditions that state that Terms of the promotion remain in full effect even after the wagering requirements are met and all up until the entire balance is cleared from the account. 

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

7. BONUSES AND PROMOTIONS

7.1. General Bonus and Promotion Rules

x. "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. The Terms of the promotion are not in effect once a new fund action (deposit or bonus) is made at the moment the playable balance is below $1.00. Refer to the term 7.1.j."

Furthermore, upon fulfilling the playthrough requirements, players are promptly notified via a pop-up notification confirming the completion of the playthrough, along with a reminder that the bonus terms(including: Maximum cashout limit, Allowed games) remain in effect until the withdrawal of their balance is successfully processed. Additionally, it is imperative to emphasize that players must expressly agree to these terms to proceed with their gameplay.

Please find an example of a player's interface upon meeting their wagering requirements below:

The player's original deposit was reimbursed by our attending manager and the player was able to play with it again without any restrictions.

With everything taken into consideration, we are unfortunately not able to reinstate the player's winnings as the breach of the bonus terms is obvious and evident.

We are sorry for the inconvenience, however, the terms & conditions must be adhered to in order to provide fair play conditions for all our active users.

Michal, I have forwarded the player's ledger report along with a screenshot that shows the player's interface upon meeting the playthrough requirements via email for your review. Please take the time to assess it thoroughly to ensure that all actions were conducted in accordance with the casino's terms.

Should you require further clarification or have any additional inquiries, please do not hesitate to reach out.

Best Regards,

Thomas Roberts

Casino Extreme

Thank you for your detailed explanation, Thomas / Casino Extreme Team.

Dear keithjann9,

Although I still agree with you that ideally the casino system shouldn't allow you to access a restricted game, the option where players are informed with a pop-up message that their further gameplay still falls under the standard bonus terms and conditions, like in this case, is acceptable to us as well. Could you kindly confirm if you received this pop-up message after completing the wagering requirements for the 75MYRULES bonus?

https://docs.google.com/document/d/18CvNymXzoqHF2GfaYKVFodtr2yvJma1Ay-X394yZS4k/edit?usp=drivesdk

Please reference my chat transcript with their support agent made available above

Dear keithjann9,

I have reviewed your conversation with the live chat operator and understand your efforts to support your arguments. However, it appears you may have missed or overlooked the previous points raised by the casino representative in this complaint thread. Additionally, it is important to note that KENO is not, and has never been, classified as a slot game.

Could you kindly clearly confirm if you received the above pop-up message after completing the wagering requirements for the 75MYRULES bonus?

I don't recall the popup

Dear keithjann9,

We have received evidence from the casino team that after completing the wagering requirements for the 75MYRULES bonus the pop-up message was indeed shown to you and you have ticked the box. Otherwise, you wouldn't be able to play further.

As I have already mentioned the option where players are clearly informed with a pop-up message that their continued gameplay is subject to the standard bonus terms and conditions, as in this instance is acceptable to us. Furthermore, it is important to note that KENO is not, and has never been, classified as a slot game.

After a careful review of the information and evidence provided by the casino team, I am afraid I am no longer able to pursue your case and this complaint will be rejected. I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly, and the actions of the casino team were in accordance with the established rules to which you agreed when you created your account.

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 and we will try our best to help.

Best regards,

Michal

Casino Guru