Axecasino - Player's winnings have been confiscated.

I am submitting a complaint regarding Axe Casino’s confiscation of approximately $1,300 CAD in winnings from my account.

I originally deposited $100 CAD of my own money and received an additional $100 CAD bonus, giving me a starting balance of $200 CAD. The bonus had a wagering requirement of approximately $4,500 CAD.

While completing the wagering requirement, I played slots and purchased bonus features for approximately $100 CAD. Axe Casino’s system repeatedly allowed these purchases to go through. At no point did the casino block the purchases, display a warning that I was exceeding a maximum bet, or otherwise prevent me from placing them.

I successfully completed the full wagering requirement. When the wagering requirement was completed, I had approximately $500 CAD remaining. I then continued playing after the wagering requirement was finished and increased my balance to approximately $1,400 CAD.

When I attempted to withdraw, Axe Casino reviewed my gameplay and informed me that I had violated their bonus terms because their maximum permitted bet while wagering a bonus is $8 CAD. They stated that my approximately $100 bonus feature purchases exceeded this limit and that even a single bet exceeding the limit was sufficient grounds to confiscate the associated winnings.

Axe Casino then removed approximately $1,300 CAD from my balance and left only my original $100 CAD deposit in my account.

I understand that casinos have bonus terms and maximum bet restrictions. However, I believe the complete confiscation of my winnings was unfair and disproportionate in these circumstances.

I was not intentionally attempting to exploit the bonus or avoid the wagering requirements. I deposited $100, received the $100 bonus, and completed approximately $4,500 in required wagering. The casino’s software repeatedly accepted the bonus purchases without warning me that they violated the bonus conditions.

If bets above $8 are strictly prohibited while a bonus is active, I believe the casino could reasonably enforce that restriction through its software or, at minimum, clearly warn a player before accepting a prohibited bet.

I am also concerned that the casino only enforced this restriction after I had completed the wagering requirement and attempted to withdraw.

Most importantly, when I completed the wagering requirement I had approximately $500 CAD. After the wagering requirement was finished, I continued playing and increased that balance to approximately $1,400 CAD. Despite this, Axe Casino confiscated everything except my original $100 deposit.

I therefore ask Casino Guru to specifically consider whether it was fair and proportionate for Axe Casino to confiscate approximately $1,300, particularly considering that a substantial portion of the final balance was generated through gameplay after the wagering requirement had already been completed.

I have emails from Axe Casino confirming the reason for the confiscation, their $8 CAD maximum bet rule, and their position that exceeding this limit justified confiscating the winnings. I can provide the full email correspondence, screenshots, and any other evidence required.

I respectfully ask Casino Guru to investigate the case and assist in determining whether the confiscation was fair and whether the approximately $1,300 CAD in confiscated funds should be returned.

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Hello,

I'm sorry to hear about your negative experience. I checked the bonus T&Cs and found this:

By default, all issued bonuses are subject to a maximum bet limit during wagering of:

€/$5; A$/C$/NZ$8; NOK 50 (unless otherwise specified). The maximum bet limit includes any double-up bets made after a game round, as well as bonus rounds purchased within a game.

Our position is closely explained in the Fair Gambling Codex

https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is attila.g@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Attila

Hi Attila,

Thanks for the response. I have contacted the casino and requested my complete game history, as my account currently only allows me to view the most recent 50 bets. I will forward the full history as soon as they provide it.

One point I would like to highlight is that when purchasing a bonus feature in the games I played, the game displays a separate bet size. For example, a C$100 bonus purchase may display a bet size of C$1. This is relevant because a player seeing a maximum permitted bet of C$8 could reasonably understand the displayed "bet size" to be what determines compliance with that limit.

hello, I emailed them and asked for my full bet history, and they only sent me an email of a few examples not my full bet history. i forwarded there email to you

Thank you for your response.

In order for me to properly asses the issue, could you please share your game history in a format other than the forwarded email? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period: from the moment of the activation of the bonus, until the confiscation of the winnings.

Thank you in advance for your reply.

hello, i asked for that but all that was given to me were examples of a few bets just typed out in an email from axecasinos email address, and when i go on there website i can only see and obtain the last 50 bets and no more then that, and the last 50 aren’t relevant to this complaint because it was just spins with my original 100 that they gave back to me after they took the 1300, so not quite sure what to do from here.

thanks

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Player,

Thank you for your patience. Could you please forward the email in which you requested the game history in Excel format from the casino along with the casino's response? You can reach me at attila.g@casino.guru, or you can attach screenshots here.

Thank you for your cooperation.