Granawin Casino - Player faces withdrawal issues due to balance correction.

I Deposited 30euros on this casino and played with it and the 30euros that are in my casino slots ballance and i had to do 1200euros wager to get the casino ballance to the main ballance and i played for some time spinning slots buying bonuses and after i did the wager i got the money and i asked for a withdrawal after what the casino labeled my withdrawal as ballance correction and leaving me with my deposited amount and when i asked them about it they said that i did bets that are more then 5euros which is not alowed while having the bonus active and it was never stated about that rule on the bonus or when depositing,after which i asked for proof of the bets log where i made bets larger then that and where that rule is written and they just simply ended the chat and whenever i opened a new chat they replied the same and closed the chat in one instance they didnt even respond anything and just closed the chat,which is unacceptable for a casino to be so down bad for 500euros even tho they definitely make that in a hour and even less from players betting on the site

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Dear KikoLudiloo,

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:

1e. The maximum bet with an active casino bonus is 5 EUR (5 USD/8 CAD/5 CHF/20 PLN/50 NOK/8 NZD/1,700 HUF/10 BGN/125 CZK/30 BRL/4,500 CLP/7,000 KRW/25 PEN/600 JPY/1,000 PKR/500 BDT/400 RUB/400 INR/40 CNY/25 MYR/160 UAH/180 THB/100 MXN/125,000 VND/80,000 IDR/17 GEL/45 HKD/40 HRK/2,500 KZT/100 MDL/300 MKD/85 MVR/300 PHP/25 RON/7.5 SGD/20,000 KHR/100 EGP/3,000 CRC/20,000 COP/60,000 UZS/17,500 MNT/100,000 LAK/10 AZN/5,000 ARS/ 130 HNL/ 210 UYU/ 100 ZAR), unless stated otherwise in special terms for the bonus. Purchasing any game features, including but not limited to respins, will add to your bet amount. If the player exceeds the maximum bet when the bonus is active, granawin reserves the right to cancel the bonus and the associated winnings. If the currency of your account is not specified - the maximum bet amount is equivalent to 5 euros in your currency.

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 attila.g@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,

Attila

Then if thats the case maybe it should be stated on the bonus or when depositing or anywhere else and when i asked them to send me proof of that where it is or my bet logs where i have made a bet larger then 5euros they simply closed the chat on the same exact sentence 3 times in a row even once they didnt respond anything and closed it

Dear KikoLudiloo, thank you for your response. Have you tried requesting the game history via email at support@granawin.com? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period: from the moment of the activation of the bonus, until the confiscation of the winnings.

Thank you in advance for your reply.

i requested the bet logs in both support chat on site and their email on email never got a response and on support on site they just close the chat after sending same messages

Thank you very much for your response. Could you please forward the failed attempts at requesting the game log? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.