Golden Pokies Casino - Player’s winnings from bonus play have been voided.

They claim I breached conditions, however what they are claiming was not documented on the site and apparently claiming to have closed down

Dear Evie16,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the casino’s Bonus T&Cs (https://www.goldenpokies535.com/en/terms-and-conditions) and I found this:

„13. Players are allowed to place single bets lower than 20% of the total value of the Active Bonus credited and should not exceed 8 EUR, 8 USD, 8 AUD, 8 CAD, 8 NZD, 80 SEK, 80 NOK (as applicable). Therefore, placing a bet of 8 EUR while there's an Active Bonus of 100 EUR in effect is considered acceptable practice. VIP players are allowed to place single bets lower than 30% of the total value of the Active Bonus credited and should not exceed 15 EUR, 15 USD, 15 AUD, 15 CAD, 15 NZD, 150 SEK, 150 NOK (as applicable). Please note that your VIP level is defined by the casino's own discretion."

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. However, if you are sure you didn’t bet more than the maximum allowed amount, we will try our best to help you.

Evie16, please could you tell me if you are able to reach your game history? If yes, please forward it to kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

Dear Evie16,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.