The player from Germany had his winnings confiscated due to placing a bet greater than 30% of the deposit. Unfortunately, the player bought an in-game feature, which was evaluated as a breach of the maximum allowed bet.
CasinoBordeaux - Player’s winnings have been confiscated due to the 30% maximum bet rule.
Amount: €750
CasinoBordeaux
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.8
CasinoBordeaux has a Safety Index of 3.8, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
8 months ago
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3 years ago
Translation
With a deposit of 50 EUR I claimed a 400% bonus (50x wagering) at Casino Bordeaux. I reached my sales target for a possible payout in a relatively short time and then wanted to have my net profit of 750 EUR paid out. I have had my account verified with the required documents for the payout. After a while, the casino's finance department canceled my withdrawal and deleted my EUR 750 balance on the grounds that I had disregarded their bonus rules. They told me that I played a higher bet to increase my bankroll. But I did not do this and only played the offered slots with the corresponding stakes. I wrote to the casino's finance department stating that I followed their rules and asked for a comment. I have not received any further information. After that, out of desperation and great disappointment, I contacted the live chat, which was very rude and even cut off communication with me. Since then I have been waiting for a response and my profit of 750 EUR.
Automatic translation:
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3 years ago
Dear Roger,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the terms and conditions, and I found this:
"9.1.2.2. Bonus Betting Rules:
· Placing wagers that are 30% or more then the value of the bonus (the smallest one among them) currently in play within the bonus wagering requirements are fulfilled.
· Placing total bets equal to or greater than 30% of the value of the smallest Cashback Bonus currently in play."
Our position 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 software enforcement of maximum allowed bet is not possible, each case is judged individually, so that only players who have broken the rule knowingly and systematically to gain an advantage aren’t paid out.
Roger, please could you forward me your game history from the bonus play? My email address is kristina.s@casino.guru.
Best regards,
Kristina
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3 years ago
Translation
Hello Kristina,
I have emailed you the game history.
Many thanks for the support!
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3 years ago
Dear Roger,
Thank you very much for your email. I went through your game history, and I found the point, where the maximum bet was breached by a significant amount. Please see the screenshot:
Since you even obtained winnings from this bet, I am afraid we aren't able to help you to save your €750.
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3 years ago
Translation
Good Morning,
I bought 10 free spins out of my ignorance. I didn't know that this was not allowed because this function was not blocked! I paid around 100 euros for the games and won around 78 euros, so I made a loss! If you look at my game history, you can see that I am max. I bid 2.5 euros in all other games.
I find it really sad that honest players are being penalized and all the money is being taken for not reading any of the fine print. You lose confidence in the casinos!
Since this purchase of free spins was done out of sheer ignorance, the casino could also accommodate me out of goodwill and customer friendliness.
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3 years ago
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I find it more than sad that casinos often get away with such questionable bonus rules and that players who were once lucky are deprived of their winnings. In addition, the players are still accused of fraud! It's incredibly unfair.
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3 years ago
Translation
I signed up for several casinos for the first time this month and used the bonus and got caught in the bonus trap several times. Neither of these casinos has technically prevented them from making higher stakes or clearly indicated it. This is really unfair, because who reads the small print or long terms and conditions.
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3 years ago
Translation
I would like to say clearly again that I did not know anything about this 30% rule or maximum bet !!! Besides, it only happened to me once that I accidentally bid too much !!! That was NOT an intention!
Automatic translation:
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3 years ago
Dear Roger,
Although I understand your frustration, we aren't able to help in this case. By buying an in-game feature you breached the maximum allowed bet and this term:
"Purchasing in-game features including but not limited to free spins with a total bet amount of 30% or greater than the value of the deposit or bonus (the smallest one among them) currently in play."
Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. The only thing I can do for you is to recommend to be more careful in the future and read the T&Cs thoroughly. 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 and we will try our best to help.
