10bet Casino SE - Player’s bonus winnings have been voided.

Hey!

I was playing on Tsars1.com casino and ended up winning ~3400 dollars but when I finished the wager the money was removed because of ''exceeding max. bet limitation while wagering bonus money'. However I can not put my finger on when I would have done this and their servers very unstable yesterday (when I played) which could've led to this mistake?

Is there any way you can help me solve this problem or is their decision final?

Best regards, Leo.

Dear Gunleo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Firstly, could you please advise which casino is this complaint related to?

https://www.10bet.se/

https://www.tsars.com/

Secondly, please forward your game history and any relevant communication between you and the casino to petronela.k@asino.guru.

If you are aware of placing higher bets then the allowed ones, sadly, there is not much we can do to support your case, however, do not hesitate to contact me if you feel that you’ve been accused mistakenly. Looking forward to hearing from you.

Best regards,

Petronela

Dear Gunleo,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.