Fireball Casino - Player’s winnings have been unfairly restricted.

I am submitting a complaint regarding Fireball Casino and the limitation of my winnings from a bonus.

I purchased a bonus at Fireball Casino and, while playing with this bonus, I won approximately PLN 15,000.

Fireball Casino subsequently limited my winnings and paid me approximately PLN 8,000, withholding approximately PLN 7,000.

The casino justified this limitation by stating that the maximum winnings from this bonus were EUR 2,000.

However, there was no EUR 2,000 maximum winnings limit stated in the bonus terms available to me before I played. I also checked Fireball Casino's general bonus terms and general terms and conditions, and I could not find any provision stating that the maximum winnings from this bonus were EUR 2,000.

I contacted Fireball Casino's customer support and specifically asked where this EUR 2,000 limit came from. The representative confirmed in writing that the limit was not visible in the terms available to me and stated that it came from the casino's internal bonus system settings.

The representative also stated that the lack of information about this limit had been reported so that it could be added to the terms and made clear to future players.

Despite acknowledging that the EUR 2,000 limit was not visible in the applicable terms, Fireball Casino refused to change the settlement of my winnings and stated that the decision was final.

My complaint is therefore about the application of an undisclosed maximum winnings restriction. The restriction was not disclosed to me before I purchased and played the bonus and, according to the casino's own representative, existed only as an internal system setting.

I am asking Casino Guru to review my case and determine whether Fireball Casino was entitled to withhold approximately PLN 7,000 from my winnings based on a EUR 2,000 limit that was not disclosed in the terms available to me.

I can provide screenshots of the bonus terms, the relevant general terms and conditions, my game and winning history, and the complete conversation with Fireball support, including the representative's confirmation that the EUR 2,000 limit was not visible in the terms.

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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 the situation.

• Could you please send me a link or screenshot of the bonus you activated and played with?
• Were your winnings capped automatically by the casino’s system immediately after you completed the bonus wagering requirements, or were they capped only after you submitted your withdrawal request?
• Have you made any successful withdrawals from this casino before?
• Can you see your balance divided into real-money and bonus balances, or is your total balance displayed as a single amount?

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

Best regards,

Veronika