The player from Germany faces issues with the withdrawal of winnings related to the 'AZ30' bonus. Although he confirms meeting all bonus and wagering requirements, the casino applied a maximum winnings limit of $100, reducing his payouts accordingly. He seeks legal clarification on the legitimacy of this decision and the transparency of the bonus terms.
BiggerZ Casino - Player's winnings have been capped.
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BiggerZ Casino
Safety Index 5.5 Below averageCase summary
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2 days ago
Translation
Here is a factual summary for your lawyer:
Summary of the facts
I accepted a bonus called "AZ30" from the casino. To the best of my knowledge, I have fully met all bonus and wagering requirements. The casino itself has confirmed that the wagering requirements have been met and that there has been no violation of the bonus terms and conditions.
However, I was later informed that the bonus had a maximum winnings limit of $100 and that any winnings exceeding this amount had therefore been removed or reduced to $100. The casino justified this by citing a note in the bonus description or in an email that supposedly stated "Maximum winnings $100".
My objection to the casino was that I could not find any provision in the terms and conditions and bonus terms available to me that clearly stated that further play was prohibited after reaching the maximum winnings amount or that an immediate payout was required. I repeatedly asked the casino to specify the concrete clause or the exact legal basis on which this decision was founded.
Despite repeated inquiries, no specific passage from the terms and conditions or bonus terms was cited to my understanding that refutes my view. Instead, reference was merely made to the statement "Maximum win $100 USD". Furthermore, some previous chat histories are no longer accessible, which is why I documented the process myself.
I request a legal review, particularly regarding the following questions:
Whether the reduction or withholding of my profits was legally permissible.
Whether a mere reference to a maximum profit amount is sufficient, or whether the consequences of exceeding it must be explicitly and unambiguously regulated.
Whether the bonus conditions and terms and conditions were sufficiently transparent.
What legal options exist to claim payment of the withheld amounts?
The aim is to examine whether the casino's decision was lawful and whether there are any claims for payment of the withheld winnings.
This is the version I would give to a lawyer: factual, chronological, and without statements that you would later have to prove.
Automatic translation:
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yesterday
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yesterday
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 email containing the promotional offer that you received and activated? My email address is veronika.f@casino.guru.
- Could you please specify the type of bonus you activated? Was it a deposit bonus or a free no-deposit bonus?
- Were your winnings capped at the maximum allowed win amount immediately after you completed the wagering requirements, or were they capped at $100 only when you requested a withdrawal?
- Did you receive any notification or message after you completed the wagering requirements?
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
