Home Complaints CasinoMax - Player’s bonus winnings have been voided.

Amount: $4,000

CasinoMax - Player’s bonus winnings have been voided.

CasinoMax
8.3/10 Very Good reputation
Submitted: 22 Feb 2021 | Case opened
Current status

Waiting for Casino Guru to reply

6d 4h 44m 8s

Case summary

4 days ago - 23 Feb 2021

The player from United States has been accused of breaching bonus terms by placing single bets greater than the allowed ones.

Public

I received a email with a 500% coupon from casinomax. All of the coupons on their site say they have a $10 max bet. This one did not. Also even though it did not I still meant to not go over the $10 max bet just because their other coupons say that. And the games still allow you to bet over $10 and I believe that I only bet over $10 one time and it was an accident. file

Public

Dear Ronald,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration.

I carefully checked the Bonus Terms on the website, and this is what I found https://casinomax.com/terms:


„When participating in any bonus promotional offers (free chips / deposit matches / comp points / cashback / manager bonuses etc.) the Player is responsible to check and understand bonus rules. By redeeming any bonus the Player agrees to the below general bonus terms.

As of fair gaming importance, there is a limit on maximum bet size allowed to be placed during the playthrough of any promotion bonuses (including cash back offers). $10 is the maximum bet amount permitted unless specifically stated otherwise. Betting above $10 during an active playthrough will result in any winnings voided."


We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

If you are aware of placing higher bets then the allowed ones, sadly, there is not much we can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

Please do not hesitate to forward your game history along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly, otherwise, I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Public

Yes it says unless otherwise stated. The terms and conditions being on the coupon I received in the email and not including that there is a $10 max bet is stating it otherwise.file

Public

Hello Ronald,

$10 is the maximum bet amount for any promotion bonuses unless specifically stated otherwise. If the promotion doesn’t state otherwise, $10 is the limit, isn’t it? 

Please do not hesitate to forward your game history along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly, otherwise, I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Public

I guess that would depend on one’s interpretation of "stated otherwise" Every other coupon says $10 max bet restriction and that one is the only one that doesn’t. I’d say it is definitely stating otherwise. It clearly says terms & conditions on it which do not include the $10 max bet. If it’s not "stating otherwise" could you explain why you attempt to mislead your customers? Im sure you do alright without resorting to trickery

Public

I’m sure you understand that I don’t work for CasinoMax, but as one of the Casino.Guru independent employees and professionals I’m trying to find out why your winnings have been confiscated.


Could you please forward your bonus game history? Thank you very much in advance.

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