The player from Texas has been denied a payout of $1,705 due to a violation of the terms regarding a deposit coupon after mistakenly placing a bet over $10.
Casino Extreme - Player’s payout has been denied.
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Waiting for Casino Guru to reply
6d 2h 38m 51s
Casino Extreme
Safety Index 8.0 HighCase summary
Discussion
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2 days ago
Was denied a 1705 usd payout because i used a deposit coupon for a free 200% that didnt allow any bets over 10 $ . I did place ONE bet over 10$ at the very end of the gaming session and it was an accident . The game went from 8$ bet to 12 $ bet and i didnt expect it too. Still was denied the winnings. After reasearch i found an article on trust pilot that the SAME mistake was made by a different player almost verbatim and they paid them !! Very unprofessional to be picking and choosing who gets the winnings. I will uplaid all documents now for validation
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21 hours ago
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21 hours ago
Dear Manthony,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.
Our position on breaches of the maximum bet rule is 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 like 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 tomas@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,
Tomas
Casino Guru is examining the case
Tomas is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
