24Casino - Player’s winnings are confiscated due to wagering issues.

€30 deposit 4. 100% welcome bonus. The win was already on my own money, but they still claim I exceeded the wagering limit. The balance never went below €30, so I really wouldn't have gone to the wagering side. I asked for the game logs and they show that I played with the bonus from the beginning, even though the bonus terms clearly state that my own money is used before the bonus funds. After clarifying the matter, I suddenly hadn't exceeded the wagering limit, but the winning cap. The winning cap on the fourth deposit bonus is €5,000. So this explanation doesn't add up either.

They say that cancelled funds cannot be refunded.

Am I misinterpreting the terms and conditions or has the casino made a mistake that they are not admitting?

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the communication between you and the casino's customer support regarding the confiscation of your winnings at veronika.f@casino.guru? Kindly include the document showing your gaming history as well.
• Could you please clarify whether your account balance was displayed separately as a real-money balance and a bonus-money balance, or whether it was shown as a single balance once you activated the welcome bonus?
• Did you cancel the bonus before you completed the wagering requirements?
• Did you receive any pop-up notification or warning informing you that your balance would be voided if you cancelled the bonus?

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

Best regards

Veronika

I have now forwarded the documents you requested. So I started playing on 22.8. and the logs show that my balance would be immediately with a bonus, even though their bonus terms say that real money is used first. With a €30 deposit, the balance was at its lowest at just over €40, so I should have still had my own real money and no wagering.

I didn't remember and didn't realize to check if the balances were displayed separately before playing. I've played a few rounds with a bet of over €5, but since the balance hasn't gone below €30, it shouldn't affect any of the bonus terms. Also, the €5000 winning cap they mentioned is completely unnecessary, because the amount to be withdrawn was €1500, at best the balance was around €3000.

I haven't cancelled the bonus because I didn't even realize I was under the influence of the bonus at any point. I thought I had played with my own money because I never went below that €30 limit. That's why I didn't even know how to track this turnover.

When making a withdrawal, there was no warning at any point, or a pop-up window about the bonus or funds being voided. That's the fun part. At no point have I officially dropped my balance so low that it would have been wagered. However, according to the game log, I have had bonus funds from the very beginning and it would have then been wagered over time. According to them, however, I almost immediately exceeded that €5 bet limit in the Duck Hunters game and that is true. However, I was playing with real money at that time according to their bonus terms, so no bonus terms should apply in that situation.

Or can a casino have bonus terms that require you to use your own money first, but even then you can't exceed €5 in bets? That wouldn't make any sense, because the entire amount shouldn't be in the bonus until real money has been played, as stated in their terms.

Dear dongcomet,

Thank you for your response, for your emails, and for sending me your gaming history. Please note that according to the Bonus Terms and Conditions of 24Casino:

Any issued Bonuses are limited to a maximum bet during wagering: 5 EUR/USD/CHF, 50 NOK, 8 AUD/CAD/NZD, 5,000 CLP, 120 CZK, 0,025 SOL, 0.00012 BTC, 0.021 BCH, 0.0020 ETH, 64 DOGE, 0.072 LTC, 5 USDT unless otherwise specified. Maximum bet limit includes bets doubling after a game round has been completed, as well as Bonus rounds (purchased within the game).

I have reviewed the spreadsheet containing your gaming history, and I can confirm that you placed several bets exceeding the maximum allowed limit of €5 on multiple occasions while playing Duck Hunters, when your fourth deposit bonus was active.

Please note that the maximum bet limit applies from the moment the bonus is activated and remains applicable while you continue playing with an active bonus, including when using the real-money portion of your balance. Therefore, the fact that you were playing with real-money funds does not exempt you from the maximum bet restriction while the bonus was active.

Our position on this matter is explained in detail in the Fair Gambling Codex. The maximum bet rule is, in fact, an industry standard, as is the casino's right to confiscate winnings generated from bonus play when a player violates this rule. We therefore do not consider it appropriate to penalize casinos for applying a maximum bet rule in accordance with their bonus terms, as long as the rule is clearly stated and applied consistently.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards

Veronika