The player from Sweden claims that the casino accused them of exceeding the betting limit of PLN 25 while their stakes never exceeded PLN 20. The casino has canceled the player's withdrawal and confiscated winnings without providing evidence. Communication from the casino has ceased.
Janusz Casino - Player’s winnings have been confiscated.
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Current status
Waiting for player to reply
6d 4h 52m 52s
Janusz Casino
Safety Index 8.0 HighCase summary
Discussion
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4 days ago
Translation
Hello, the casino is telling me I broke the rules because the rules state that when they added bonus funds to my deposit, I cannot exceed the betting amount of PLN 25, but my stake never exceeded PLN 20. They said they would cancel my withdrawal and take my winnings. They did not show any evidence that I had ever bet more than PLN 20. They stopped writing back and unfortunately I lost all my winnings. This casino is just scammers. If you could help me recover my winnings, I would be grateful.
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19 hours ago
Important notice:
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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
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19 hours ago
Dear Mateo1127,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.
Before any withdrawals are processed, the player's gameplay will be checked for any unusual play patterns. Unless otherwise stated in the promotional terms and conditions, the maximum permitted bet (which includes bonus features such as gamble and mini-games) cannot exceed PLN 25 until the wagering requirements are met. Larger bet amounts will not be accepted until the bonus has been fully wagered. For other currencies, the following limits apply: PLN 25. If JANUSZ CASINO detects any unusual play, JANUSZ CASINO reserves the right to withhold any withdrawals and/or confiscate any winnings.
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 tomas@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,
Tomas
