MadCasino - Player faces delayed withdrawal due to a cashout limit.

Hallo, wir ich hatte einen 300-%-Bonus über einen Streamer für das angegebene Casino genutzt. Mit diesem Bonus habe ich insgesamt 14.000 € gewonnen und die erforderlichen 12.000 € erfolgreich durchgewagt.

Nach Abschluss des Wagerings hatte ich noch 5.000 € auf meinem Konto. Der Streamer hatte vom Casino bzw. im Casino-Chat die Information erhalten, dass es bei diesem Bonus keinen Max-Cashout gibt. Auch in den Bonus-AGB, die mir bei der Teilnahme angezeigt wurden, war meines Wissens nach kein Max-Cashout angegeben.

Nun wurde mir allerdings mitgeteilt, dass ein Max-Cashout gelten soll und deshalb ein Teil meines Guthabens nicht ausgezahlt wird. Mir wurde zudem gesagt, dass die Bedingungen für diese Aktion geändert worden seien. Diese Änderung wurde mir vor bzw. bei der Annahme des Bonus jedoch nirgends angezeigt oder mitgeteilt.

Daher möchte ich gerne wissen, auf welcher Grundlage der Max-Cashout nachträglich auf meinen Bonus angewendet wird und wo diese Bedingung zum Zeitpunkt meiner Teilnahme eindeutig angegeben war.

Ich bitte darum, den Fall noch einmal zu prüfen und mir die zum Zeitpunkt meiner Bonusannahme gültigen Bonusbedingungen vorzulegen.

leider habe ich die 5 k verspielt wieder aber die 9‘ k die mir zustehen ncijt bekommen

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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.

Stay safe.

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 the situation.

• Could you please send me a link or screenshot of the bonus you activated and played with? How did you find out about this bonus? Did the streamer provide a promotional code that you had to enter, or did they mention the promotion in one of their videos? Please provide as much detail as possible about the bonus you received.
• Am I correct in understanding that your balance was immediately and automatically capped at €5,000 after you completed the wagering requirements of the bonus?
• Also, please forward me the communication between you and the casino’s customer support regarding the cap applied to your winnings 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 and cooperation.

Best regards,

Veronika

ol sollten eigentlich 14 k drauf sein und waren aber nur 5 k drauf

Thank you for your replies.

Do you have any communication or other evidence showing that the casino confirmed to the streamer that the bonus did not have a maximum winnings cap?

If so, please forward it to me at veronika.f@casino.guru so that we can review it as part of the investigation.

Thank you for your cooperation.

Ne Beweise keine ihm wurde per Chat bestätigt das es keinen Max cashout gibt !

Dear Alexx3

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello Alexx3,

My name is Michal, and I have now taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would now like to invite MadCasino to join this conversation.

Dear MadCasino,

Could you kindly clarify the circumstances surrounding the player’s use of the 300% promotional bonus?

Kindly provide the following information and supporting evidence:

• The complete promotional terms that were in effect when the player activated the bonus, including the date and version applicable at that time.
• The specific provision establishing the €5,000 maximum-winnings or cashout limit from the said bonus and evidence that this condition was clearly displayed to the player before the bonus was accepted.
• Clarification regarding the information allegedly provided by customer support that the terms had been changed and that a €5,000 limit applied specifically to this promotion.
• Confirmation of whether the streamer or affiliate promoting this bonus had been informed that no maximum-winnings limit applied.

Please also note that the player subsequently lost the remaining €5,000 through further gameplay. Therefore, the amount currently in dispute is the approximately €9,000 removed when the balance was capped.

You may send any sensitive supporting evidence to me privately at michal.k@casino.guru for an independent review.

Thank you in advance for your cooperation.

Hello,

Thank you for giving us the opportunity to address this matter.

At the time the bonus was activated, the applicable promotional terms were available on the relevant promotion page on our website. These included the following provision: "10. The maximum winnings from this bonus are €5000." The player had the opportunity to review the specific terms of the promotion prior to activating the bonus, and acceptance of the offer was subject to those terms.

The general Terms & Conditions are complemented by the specific terms applicable to individual promotions, which set out the particular conditions of each offer. In this case, the €5,000 maximum-winnings provision was expressly included in the promotional terms applicable to the bonus in question.

We have also reviewed the available communication with our Customer Support team. The records we have on file reflect that the €5,000 maximum-winnings condition was communicated to the player when the existence of such condition was inquired.

Regarding the information allegedly provided by third parties, we would like to note that the terms and conditions published on our website constitute the official source of information for our promotions. Players are expected to refer to the relevant promotion page before activating an offer in order to verify the applicable terms and conditions.

We would like to let you know that we've also sent additional information to the indicated email address, including the relevant information available for your review.

We remain available to provide the any further information if needed.

Best Regards,

The MadCasino Team

hallo,

Das konnte ich nirgends einsehen wo das steht mit dem 300% Bonus das es auf 5000 Euro Max ist!

zeig mir ein Foto wo es steht ? Das steht nirgendwo annähernd auf eurer Seite !

Habe natürlich im Chat nachgefragt weil ich überrascht war weil nur 5000 Euro nach dem Wager drauf waren sollten ja 14000Euro sein

Wenn man gewonnen hat wird immer alles gemacht um nicht aus zu bezahlen!

vor der Einzahlung für den Bonus wo steht da was von 5000 k Max ! Sehe nichts! Zahlt aus !!!!!!!

Dear Alexx3,

Having reviewed the information and evidence currently available, it appears that the welcome bonus conditions in effect when you claimed the promotion differed from the present version and included a maximum winnings limit of €5,000.

Although the current welcome bonus terms may no longer contain this restriction, at least not for players from Germany, this would not invalidate the conditions that applied when you participated in the promotion. I also understand why you may have relied on the information provided by the streamer. However, unless it can be demonstrated that this information was officially authorised or confirmed by the casino—and no such evidence has been provided by you so far—the written bonus terms in effect at the relevant time generally remain the primary basis for assessing the matter. Ultimately, by claiming the bonus, you agreed to the casino’s applicable bonus rules rather than to statements made by the streamer or any other third party.

Nevertheless, a few points still require clarification. I will therefore await the additional information and supporting evidence from the casino team and review all the available materials before reaching a final conclusion.

Dear The MadCasino Team,

Thank you for your email and the information and evidence provided. I have responded back with some additional enquiries and am looking forward to your reply.

Guten Morgen,

ja danke im voraus schon mal für die Hilfe und Überprüfung!