The player from Germany used a 300% bonus to win €14,000 and completed the wagering requirements, but the casino claims a maximum cashout limit applies, which he was not informed of when accepting the bonus. He seeks clarification on the basis for this limit and requests the original bonus conditions.
MadCasino - Player faces delayed withdrawal due to a cashout limit.
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Waiting for Casino Guru to reply
4d 6h 29m 10s
MadCasino
Safety Index 7.0 Above averageCase summary
Discussion
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1 week ago
Translation
Hello, I used a 300% bonus from a streamer for the specified casino. With this bonus, I won a total of €14,000 and successfully wagered the required €12,000.
After completing the wagering requirements, I still had €5,000 in my account. The streamer had received information from the casino, specifically via the casino chat, that there was no maximum cashout limit for this bonus. To my knowledge, the bonus terms and conditions displayed to me upon participation also did not specify a maximum cashout limit.
However, I was informed that a maximum cashout limit applies and therefore part of my balance will not be paid out. I was also told that the terms and conditions for this promotion have changed. This change was neither displayed nor communicated to me before or when I accepted the bonus.
Therefore, I would like to know on what basis the maximum cashout is subsequently applied to my bonus and where this condition was clearly stated at the time of my participation.
I request that the case be reviewed again and that I be provided with the bonus conditions that were valid at the time I accepted the bonus.
Unfortunately, I gambled away the 5k again, but I didn't receive the 9k that I was entitled to.
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1 week ago
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1 week ago
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
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1 week ago
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Yes, the streamer advertised it in the video! The casino confirmed to him twice that there is no maximum cashout.
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1 week ago
TranslationThere should have been 14k on it, but there were only 5k.
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1 week ago
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Before Wager Ende, I still had that down.
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1 week ago
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The terms and conditions don't mention a maximum cashout for players from Germany, only a 10x limit for a few other countries. Chat suggested there was a 5k cap specifically for the 300% bonus, but this isn't written down anywhere! The streamer was also told there was no maximum for this bonus! Later, chat said it had been changed to 5k, but this isn't mentioned anywhere.
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3 days ago
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.
