The player from Germany had received a bonus, wagered it 35 times, and then attempted to withdraw his winnings of 600 euros. However, only 200 euros had been paid out due to a cap on bonus wins, a fact that was not mentioned during the withdrawal phase. The Complaints Team had clarified that according to the Bonus Terms, the maximum winnings that would be paid out from any bonus would be 10x the initial bonus sum. They further explained that while win limits were considered unfair when applied to real money games, they were acceptable for bonus plays. The player had not provided additional information to support his case, leading us to reject the complaint.
Cleopatra Casino - Player's winnings have been capped due to bonus rules.
Amount: €400
Cleopatra Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 months ago
Public
Public
4 months ago
Translation
Hello,
I made a deposit and received a bonus that I never wanted. The condition was to wager it 35 times, which I did. My account balance was 600 euros and the amount blocked due to the bonus was 0. So, I withdrew 600 euros. However, only 200 arrived because the bonus was capped. There was no mention of this during the withdrawal phase. Why was I allowed to continue playing indefinitely, potentially losing money, but could only win a maximum of 200 euros? I find this unfair.
I need your help.
Automatic translation:
Public
Public
4 months ago
Dear Tekodi,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I have checked the Bonus Terms and this is what I found:
The maximum winnings that will be paid out resulting from any welcome bonus, daily deposit bonus, weekend bonus, match-up bonus or a promo deposit bonus will be 10x from the initial bonus sum. Any winnings exceeding this amount will be forfeited.
I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, 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.
If there is any additional information that would support your case, please do not hesitate to contact us. Otherwise, I will be forced to reject your complaint. Thank you for your understanding.
Best regards,
Veronika
