Casino MaxCazino - Player’s bonus winnings have been voided.

Hallo. Ich habe mein Konto verifiziert und eine Auszahlung getätigt. Nach ein paar Tagen habe ich eine Email erhalten, dass meine Auszahlung storniert wurde und das Geld von meinem Konto abgezogen wurde. Casino ließ nur Einzahlungsbetrag auf meinem Konto. Als Erklärung stand da "violation of the rules of paragraph 1.3". Das habe ich mir natürlich angeschaut aber nichts verstanden. Habe nach einer genauen Erklärung gefragt aber die gleiche Antwort erhalten. Hoffentlich können Sie mir da weiter helfen.

Dear huschkal,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Was the following rule used to cancel your winnings https://www.maxcazino.com/en/static-texts/bonus-terms-and-conditions:

"1.3. Only one bonus is awarded per person (e-mail, IP address, or browser), unless stated otherwise. Disposable emails are not allowed to receive any MaxCazino bonuses. If a player despite this would receive Free Spins or any other bonus with or without a deposit being made all winnings from the free spins or bonus will be confiscated."

Could you please confirm that you have activated a bonus when depositing funds into your account?

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

Best regards,

Petronela

Yes, that was the rule. I confirm that I have activated a bonus when depositing funds.

Thank you very much, huschkal, for your reply. We will contact the casino and ask for their assistance, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? 

No I am sure that it is not possible.

Thank you very much, huschkal, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello huschkal!

I will take care of your complaint from now on. I would like to invite representatives of Casino MaxCazino into this complaint to provide us with an explanation of the issue.

Dear Huschkal, dear Casino Guru team,

We are here to sorts all things out.

According to our Policy, only one bonus is awarded per person (e-mail, browser or IP address), unless stated otherwise. As the system has detected a duplicate account, we consider this a violation of the Terms and Conditions of the site. According to our policy, the bonus winnings were confiscated.

We've just provided you with all the evidence to Casino Guru team by email. Please, let us know what is your opinion on this case.

Thank you in advance for your cooperation!

Regards,

MaxCazino Team

Hello Huschkal!

We have examined the supporting evidence provided by the MaxCazino. As the casino's representatives mentioned above, the documents support their claim of multiple accounts and welcome bonus use based on a browser match.

Unfortunately, we are not able to support you at this moment.

Is there anything else we can help you with?

Can you please tell me what a "browser match" mean? I don't understand it

Hello Huschkal!

Browser match means that there were multiple accounts using the same web browser.

But it is not possible! Only I have access to my laptop und I never opened another accounts. How something like this is possible? I am 100% sure that no other account could be opened from my laptop.

Dear Huschkal,

The documents provided by the casino were highly convincing for us to make the conclusion and support their claim about multiple accounts.

As it seems that you're convinced there is no way, that either you or anyone else could use your PC, I would like to suggest to raise the complaint with the casino's licensor. After all, they may have much better ways to examine the case and rule it accordingly.

Please, let us know about your decision.

And how can I raise the complaint with the casino's licensor. Can you please give me a short instruction?

Hello Huschkal!

You can reach the casino's Licensing Authority via this email: 'complaints@gaminglicences.com'.

Please, do not forget to include the following in your message:

Your personal information:

• name (your first name, your last name and the middle name if you have it)
• your country of residence
• your age

Complaint body must include:

• casino name (to mention its license number would be even better)
• your login (username) and email in an online casino (with which you had registered the account)
• then describe what has happened as thoroughly as possible (including sum of money you are challenging)

Also, please, do not forget to attach files, screenshot images or email correspondence, that prove you have already tried to resolve the problem with the casino. You can also provide this complaint's link additionally.

Please, when you successfully submit your complaint to the Licensing Authority and they will confirm it, let us know.

Dear Huschkal,

Have you contacted the casino's licensing authority already?

I decided to give up as I don't believe this will change anything. Thank you for help anyway.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.