The player from Denmark reported that his winnings had been confiscated due to exceeding the bet limit during bonus wagering, which he disputed, claiming he had never exceeded 4 EUR per bet. He had requested documentation via email but had not received a response. The Complaints Team reviewed his gaming history and found that he had placed 16 bets of €6 each while the bonus was active, breaching the maximum allowed bet of €5. Consequently, the complaint was rejected as the casino's action was deemed compliant with industry standards regarding bonus wagering rules.
Fortune Play Casino - Player’s winnings have been confiscated.
Closed
Our verdict
Unjustified complaint
Amount: €1,800
Fortune Play Casino
Safety Index:HighCase summary
Discussion
Public
Public
5 months ago
Bet limit during wagering of bonus at casino supposedly exeeded 5 EUR.
All winnings confiscated.
I am sure, that i at no point exceeded 4 EUR per bet and i have asked for documentation through email.
No answer so far....
Public
Public
5 months ago
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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.
Can you view your gaming history directly in your casino profile?
When exactly did you request your gaming history from the casino? Please make sure to ask for the file in Excel format, so that all your bet amounts will be visible. Once you receive this document, kindly forward it to me at veronika.f@casino.guru.
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
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5 months ago
Thank you for your email. I have reviewed your gaming history, and unfortunately, it appears that you placed 16 bets with a value of €6 each while your bonus was still active:
Since the maximum allowed bet during bonus play is €5, this means the bonus rules were breached, and as a result, your winnings were confiscated.
In an ideal scenario, the casino should have a system in place to prevent players from placing higher bets than allowed when a bonus is active. However, this is unfortunately not yet a common practice.
Our position on this matter is explained in our Fair Gambling Codex: https://casino.guru/fair-gambling-codex-for-casinos#max-bets. The maximum bet rule is considered an industry standard, as is the casino’s right to confiscate winnings obtained from bonus play when this rule has been violated. Therefore, we generally do not penalize casinos for enforcing it.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards
Veronika
