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

I used the 50% High Roller Bonus for the first time to deposit about € 1500 and receive about € 750 bonus.

I was lucky enough to win and applied for a withdrawal of about € 5800.

However, I received a sad email at a later date. Email content "Because you violated Terms 9.2, your winnings will be forfeited and your account will be closed. The deposit of about € 1500 will be refunded."

I don't remember violating banned games or bet limits.

Identity verification has already been completed.

Currently, my account is closed and I cannot log in.

Please help me to get my winnings back

Dear ryosyou,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please forward your bonus and deposit histories, along with any relevant communication, to petronela.k@casino.guru?

I have checked the general bonus terms and conditions, and this is what I found (here):

"Additional terms

...

9.2. At MaxCazino it’s forbidden to abuse the bonus offers available (customer bonus ratio (deposits : bonuses) over 50%). If any such cases come to light, the casino reserves the right to seize any winnings gained as a result of abusing the bonus offers and disable the option of using any bonuses for that account in future."

Is this the exact rule that has been used to void your entire promotional winnings?

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

Best regards,

Petronela

That probably could not be related.

The following is the e-mail that was sent by the casino.

"We are contacting you regarding your latest issue.

We want to inform you that according to the terms of the bonus, before placing a withdrawal, you must wager the deposit and bonus funds x45.

This means that you have to make bets on the amount of 101052.90 EUR within 10 days from the date of receiving the bonus.

You haven't done this and placed a withdrawal request.

Thank you for the cooperation!

Regards,

MaxCazino Team"

But I finished the wager and made a withdrawal on January 3.

And after that, it was rejected because of verification.

After verification is over, checking on the side of the provider was started.

Subsequently, I was informed about my withdrawal.

Thank you very much, ryosyou, for your reply and forwarded emails. I have checked the general terms and conditions (here) and this is what I found:

"Bonus wagering terms

8.1. Please mind the fact each game comes with its own wagering %:

• Table games – All Blackjack & Baccarat games including Punto Banco: 5% (except for games with a live dealer)

• All Videopoker – 5%

• All Roulette, Poker – 5% (except for games with a live dealer)

• Scratch games: 100%

• 3-card Poker, Oasis Poker and Red Dog: 5%

• All Live Casino tables: 5%

• Other table games: 5%

• Video slots, Classic slots & Jackpot slots: 100% – (except for the games listed below. These games cannot be played with an active bonus)"

Did you save, by any chance, a screenshot that would confirm that your bonus wagering has been completed successfully?

I can't check it now.

but according to spec, it is impossible to make withdrawals before completing wager requirements.

by the way, the casino's point is as stated above. 

Strangely, however, my account has been frozen. That is too harsh.

I sent emails to petronela.k@casino.guru

Could you please check?

Thank you very much, ryosyou, for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.d@casino.guru) 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 ryosyou!

From now on, I will take care of your complaint. I would like to invite representatives of MaxCazino into this complaint in order to provide us with more information about their decision and help with participating on resolving the issue.

Dear ryosyou, dear Casino Guru team,

We are collecting all the necessary information regarding the current situation and will get back to you with a more detailed explanation at the nearest time.

Thanks for understanding.

Regards,

MaxCazino Team

Dear ryosyou, dear Casino Guru team,

We are here to make the situation more clear.

According to our Policy, more specifically paragraph 7.1. of the Bonus Terms and Conditions, the player must turnover the deposit plus the bonus amount x45 times within 10 days prior to requesting a withdrawal. We have noticed that the player has not completed the wagering requirements of the deposit connected with the bonus and requested a cash-out.

The amount of bets made in 10 days was less than the requirements that were set. For this reason, as the result of not completing wagering conditions, the winnings were voided from the player's balance. 

We've provided all the evidence and detailed explanation of the case to the Casino Guru team.

We will be waiting for your opinion on this case.

Thank you in advance for your cooperation!

Best regards,

MaxCazino Team

Assuming that's true.

You asked documents several times.

and requested the provider to check betting histories.

Besides, even though it is immediately apparent, you didn't indicate my mistake in the interim.

What's the reason?

In the first place,it is impossible to make withdrawal requests before completing bonus with the system limitations.

Please show me the evidence.

I sent an email to martin.d@casino.guru.

Please see the attached files.

Dear ryosyou,

Thank you for providing us with additional documents regarding your case.

We have taken all the information provided to us from the casino and you into consideration when taking the position on the issue.

Unfortunately, result of the combination of your actions and the steps, which were necessarily undertaken by the casino during their routine, caused the conditions of the bonus not to be met. To be more precise the wagering conditions were not fulfilled in the given time, which was 10 days. It was mainly caused by your early withdrawal, which then initiated the KYC procedure, after which the casino was able to discover, that the bonus conditions were not met. Therefore we consider voiding of the winning to be justified.

Please note, that casinos provide bonuses to their players with additional funds to play with and until the wagering conditions are met, these funds do not have any monetary value. Another fact worth mentioning is, that the casino only seized the bonus funds and your own deposited funds were not affected.

Given the aforementioned circumstances we are not able to help you further with your case. Is there anything else that we can help you with?

I can't accept that.

could you provide me the evidence picture shows my violation?

Dear ryosyou,

Unfortunately, we are not able to share the information that was confidently provided to us by the casino. However, I'd like to ask representatives of Casino MaxCazino to explain the situation in a more detail to you so you will have a better understanding on what happened.

Are you watching here, representatives?

It is a fact that I made withdrawals.

If I didn't meet the wagering requirements. Why was I able to make withdrawals?

I want to know.

In addition, my deposit still hasn't been refunded.

Dear ryosyou,

Let us explain the situation once again.

We kindly ask you to draw your attention to the fact that we work in accordance with our rules, which are specified on the site. When a player registered, he accepted and agreed to all conditions.  

As it was mentioned before, both the deposit and bonus balance should be wagered x45 according to cl.7.1 of our Bonus Terms and Conditions. The wagering of the deposit was checked directly by the relevant department. Also, in accordance with the rule, the player has 10 days before the withdrawal to wager this amount. Unfortunately, you did not fulfill the conditions for wagering this bonus.

After you fulfilled the wager requirements of the bonus part, all your bonus funds were transferred to your real balance. Technically, the system allows users to request a withdrawal from the real balance. However, before withdrawing funds, the relevant department checks that all conditions are met. Аs the result of not completing wagering requirements, the winnings were voided from your balance. 

Regarding your deposit, we would like to inform you that the funds will be refunded at the nearest time.

We would like to emphasize that we do not have the right to ignore the rules of the site, we are obliged to strictly follow our Policy. Moreover, all the players accept our terms when creating an account. By opening a profile on our website, the player confirmed that he familiarize himself with all the rules, including General as well as Bonus Terms and Conditions.

Best regards,

MaxCazino Team

I don't understand what you mean.

did I meet the wager requirements or not?

I'm going to submit a complaint to Curacao.

Dear ryosyou,

Unfortunately, you haven't managed to meet the wagering requirements. I wish we were able to help you more, however the terms and conditions of the bonus offer are written very clearly and you have agreed with them at the moment of claiming the offer.

Thank you for informing us about your next steps, we would appreciate if you'd let us know once there will be a result of the process with the licensing authority of the casino.

As the reasons were already described in my previous entry, we will now reject this complaint as 'unjustified'.

We’ve reopened this complaint as per the player's request. According to the information from the player, which he described to us within a forum post, the issue has now changed. We would like to give this case a chance to get resolved and help both parties to reach to a satisfactory resolution.

Dear Casino MaxCazino,

I would like to ask you to join this resolution one more time. The player have informed us, that in the correspondence he received from you, his deposits should be refunded. Since we are acknowledging that your casino will be closing soon, by the end of this month, we'd like to ask you on what is the state of the player's refund? We understand that the whole situation raises some concerns to the player, therefore we'd especially appreciate your cooperation.

Looking forward for your answer.

Dear ryosyou,

we check the information in our accounting department. An answer will be sent to your email address specified in account soon.

Dear ryosyou,

our accounting department confirmed the payment, they also sent a response to your email.

Best regards,

MaxCazino Team

I've gotten.

I really appreciate your cooperation.

Dear ryosyou,

I am glad to see the good news that the casino is cooperating with your refund. Please let us know, once the refund will arrive to your account.

Looking forward for your answer.

Already received.

Thank you.

Dear ryosyou,

Thank you for informing us with the good news. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.