Fortune Play Casino - Player's winnings have been confiscated.

Hi recieved a bonus a few days ago. After completing 3 big deposit bonuses they sent me an email regarding me with a whopping 300% bonus. I then deposited $300 and had to wager a whopping $36,000. But whilst betting minimal bets it went on for ages so I then contacted fortune play which I have proof and told them im.playing their bonus even sent a screenshot of said bonus and asked the max bet amount. They told me $7.50nzd. Today they have cancelled my withdrawal and said I exceeded bet amounts with my max bet being only $3. They have confiscated my winnings

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Dear Rocket2024,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and I found this:

2.2. The maximum bet while wagering is 5 EUR, 5 USD, 7.5 CAD, 7.5 AUD, 7.5 NZD, 50 NOK, 100 ZAR, or the equivalent in other currencies, unless otherwise specified. For cryptocurrency bets, the maximum bet is determined by the crypto equivalent of 5 EUR at the time the bet is placed, based on the exchange rate provided by Coinbase Converter. Players are advised to check the exchange rate at the time of betting for accuracy. The maximum bet limit applies to all wagers, including those placed after doubling a bet following a completed game round or during bonus rounds purchased within a game. Violating this rule will result in the forfeiture of all winnings derived from the bonus.

Our position is closely explained in 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 veronika.f@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,

Veronika

I have checked thru my betting history and ask for them to provide me the so called " exceeded bet amount" which they have not provided after requesting this. As stated I have been with level up casino for4 years and have never bet more then $5 ever.

Hence the reason id asked for reassurance to begin with from fortune play live Support to ensure something like this wouldn't happen! As casinos are known for this tactic. Why would I go over the exceeded amount if I went thru the effort of asking live support Prior to wagering the $36,000 which took days for me to do??

As stated i have never ever in my life made a single bet over $5 ever and all my casinos history's will prove that also. The fact live support cant even provide this is concerning as well. I have requested via live support and email.

Please forward me the email you sent to the casino with the request for your gaming history at veronika.f@casino.guru. Kindly note that the document we need should be in Excel format, and it should contain the results from all the game rounds from the moment you deposited $300 up to the moment your winnings were confiscated.

Ive forwarded you all the necessary details via email. They forwarded every bet ive ever made.

Thank you very much for your emails. I have reviewed the gaming history you sent me in detail.

Unfortunately, while your 300% bonus was active, you placed one bet of 28.51 NZD, which resulted in a 289.2 NZD win. Since this bet exceeded the maximum allowed bet size under the bonus rules, the winnings from this round should not have been credited to your balance. As this win formed the basis of your subsequent gameplay, the funds you continued playing with were considered irregular winnings resulting from a prohibited bet size

Unfortunately, based on all available information, I am forced to reject this complaint as it clearly violates the bonus terms and conditions. Thank you for your understanding.

Best regards

Veronika