CasinoJAX - Player’s winnings have been reduced.

Hi,

I took a 100% match bonus from this casino that was offered to me via email. I made a deposit of $45 and ended up winning $1407. I successfully completed the wagering requirements and tried to withdrawal but it was rejected. They said the bonus comes with a max win limit of 5x deposit so I'm only allowed to withdrawal $226. Nowhere in the email does it tell you there is a max win limit. I always read the bonus terms and conditions before taking a bonus and I did not find this term anywhere in their T&C. If I had been properly informed of this term I would have never taken their bonus. I am well aware of this 5x deposit max win that some casino imposes on their bonuses and I always stay away from them.

Do I have a case here if they this max win term have not been clearly stated in either their T&C or their marketing material?

For your reference. I've attached a screenshot of the email I received with the bonus offer. Also a copy of their bonus T&C extracted from their website. I can't find this 5x max win limit anywhere in this email or their website. If it does exist, then it's very well hidden.

Thanks,

Ninja8

Dear Ninja8,

Thank you very much for submitting your complaint and forwarding the relevant communication:

I’m sorry to hear about your problem.

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

• 24. Maximum win resulting from loyalty free spins is 100 USD/EUR/AUD/CAD/NZD/USDT, 0.005 BTC, 0.92 BCH, 0.08 ETH, 1.95 LTC, 1,750 DOG. Maximum win resulting from VIP cashback and Loyalty bonus are х10 from bonus amount. The maximum win restriction persists after the completion of the wagering requirement.

I would like to emphasize, that according to our Fair Gambling Codex, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

Nevertheless, in your case, a different restriction was applied and you haven't been informed properly about it beforehand.

Do I understand correctly that your winnings have been accumulated from a loyalty bonus? Have you received any bonus from this casino in the past?

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

Best regards,

Petronela

Hi Petronela,

Thanks for your prompt response and reviewing my case.

This was not a loyalty bonus. This was a regular weekly deposit match bonus of 100% available every Friday to exisiting players. I receive an email offering me this bonus every week and I've taken it a few times but this is the first time I've won using this bonus.

Yes I have received bonuses from this casino in the past, including their welcome bonuses and other regular weekly bonuses. I succesfully cashed out around $600 in February 2023 from another one of their weekly bonuses, in which I deposited around $50. I received my full winnings so it didn't seem like the max win limit was applied here.

Please see attached screenshot of the email I received notifying that my withdrawal was rejected. They stated very specifically that the bonus is subjected to a 5x deposit max win, but I can't find this specific term anywhere on the website.

Thank you very much, Ninja8, 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 best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Ninja8,

I'm Michal and I have taken over this complaint. I have reviewed this case. Can you please forward me the bonus email as you have received it? I have not found the Friday reload bonus under the promotion tab in the casino, so I can't confirm if the 5x deposit or the 10x deposit maximum win limit is applicable.

I will contact the casino to see if I can help.

We would like to invite CasinoJAX to join the conversation.

Dear CasinoJAX,

Can you please provide clarify the information about the maximum win limit from the deposit bonus the player has claimed? Was this mentioned in the specific bonus T&Cs or how was the player informed about this limit?

Hi,

Please allow me a few hours to investigate this case with our customer support team.

Will update you asap.

thx

Barry

CasinoJAX

Hi Michal, I can forward you the email with the bonus offer. Is there email address I can forward it to, so you can see exactly how I received it. Thanks

Dear CasinoJAX,

Thank you for the response, we are looking forward to your clarification.

Dear Ninja8,

My apologies, I forgot to write my email address, please forward the bonus email to me at michal.k@casino.guru

Hi Ninja8,

After further investigation it appears that our team has made a mistake and communicated the incorrect information to you. There is no max cash-out restriction on the bonus you claimed and your winnings will be paid.

Our customer support team will be in touch with you directly regarding this.

Thanks for bringing this to my attention and apologies for any inconvenience caused.

Feel free to contact me should you have any further questions or issues and please also update this thread once you receive your winnings and your complaint has been resolved.

thx

Barry

CasinoJAX

Hi Barry,

Thanks for your response and I appreciate you investigating this matter. I'm glad it now has been clarified. I look forward to receiving my winnings. Thank you.

Thank you so much Casino Guru for your help. You guys are are absolute legends!!!

Ninja8

Dear Barry / CasinoJAX,

Thank you for your explanation. No system is perfect so I understand that mistakes can happen. I'm glad we could clarify the situation and put things in the right place.

Dear Ninja8,

As per the response from Barry / CasinoJAX your winnings should be paid out. I have my fingers crossed they will hit your account soon, please let me know once they do.

Hi Michal,

My winnings of $1407 was returned to my casino account and I have submitted a withdrawal for the full amount. I will update once it gets processed and is in my crypto wallet.

Dear Ninja8,

Have you received your winnings in your crypto wallet yet?

yes sorry I’ve been meaning to post an update. I have received my full winnings. Thanks Barry from CasinoJax for rectifying the mistake and expediting the payment. Again thanks so much to CasinoGuru for assisting, you offer an exceptional service and it’s much appreciated.

Ninja8

Thanks for the update ninja8,

glad I could be of assistance.

Great news, Ninja8. I'm glad to hear that you successfully received your winnings. After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. I would like to thank both parties for their cooperation, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru