The player from Germany had his payout of €1,200 rejected by Monoplay due to alleged "bonus manipulation" after he purchased a bonus while playing with regular spins. He contended that the bonus purchase did not generate profit and that forfeiting his entire winnings based on a minor stake overrun was unreasonable. The complaint was rejected because we found that the casino’s bonus rules explicitly prohibited the Gamble Feature and bets above the stated limit during bonus play. As the disputed €19 gamble bet breached these clearly stated restrictions, we were not in a position to challenge the casino’s confiscation of the winnings.
Monoplay Casino - Player’s winnings are confiscated.
Closed
Our verdict
Unjustified complaint
Amount: €1,197
Monoplay Casino
Safety Index 6.4 Below averageCase summary
Discussion
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1 month ago
Translation
Monoplay rejected my payout of €1,200 and cancelled the entire winnings due to alleged "bonus manipulation".
I played the bonus with regular €1 spins and wagered a total of around €3,600. There was only one bonus purchase for €20. This resulted in a payout of €11, meaning a net loss of €9. Therefore, this bonus purchase did not generate any profit.
Since Monoplay fails to prevent such bets from being allowed within the bonus, I don't consider myself at fault, and it's by no means a significant amount. The maximum bet was €12, and forfeiting €1200 because of a bet that was €8 too high is ridiculous.
According to Monoplay, the bonus purchase exceeded the 5% stake limit applicable to the promotion. Support refers to specific terms and conditions of a partner offer and explains that the limit applies regardless of the bet's outcome.
I didn't manipulate anything and didn't deliberately exploit the bonus. It was a one-off occurrence; otherwise, I played with stakes of €1-3. I understand that the net loss doesn't negate a potential stake overrun. Nevertheless, I consider the complete forfeiture of €1,200 because of this single bonus purchase disproportionate and the accusation of manipulation unfounded.
I request that Casino Guru review this case and the underlying bonus terms and conditions and mediate in the release of my withdrawal. I can provide the previous support history and any available evidence.
This is the last screenshot from the game "Re Kill". After a spin, I purchased the bonus that is explicitly offered, and there is no warning that this will forfeit the deposit bonus.
This whole thing is an extreme scam.
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1 month ago
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1 month ago
Hello,
I'm sorry to hear about your negative experience. I checked the bonus T&Cs and found this:
26.8.1. Casino bonus manipulation amongst others, may consist of:
...
(d) Placing bets of amounts higher than 12€ (or equivalent to € in other currency) or 5% of the given bonus, whichever is lower.
Our position is closely explained in the 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 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
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1 month ago
TranslationIt is completely disproportionate to steal 1200 euros from a player.
The casino intentionally offers a player the opportunity to perform a feature spin so that the bonus winnings are subsequently rejected.
In any normal casino, such a feature is either not offered or is blocked during a welcome bonus.
I would understand if I had made a big profit with this bonus.
But I only accepted a feature that was suggested to me, and even incurred a loss in the process.
It's absolutely ridiculous that the casino then stole 1200 euros from me and portrayed it as manipulation.
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1 month ago
TranslationSo, a €20 bonus that is deliberately thrown in your face so that you choose it, and the casino then refuses a €1200 payout, is not fraud on the part of the casino.
The reason given: bonus manipulation. How exactly did I manipulate the bonus? It would only be considered manipulated if I had actually made a profit with it. But I actually made a loss, and I don't see why €1200 should be stolen because of that.
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1 month ago
Hello, thank you for your response.
In order for me to properly asses the issue, could you please share your game history? 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. You can send it to me via email at attila.g@casino.guru.
Thank you in advance for your reply.
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1 month ago
Dear Stray,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 month ago
TranslationHello, I requested the Excel spreadsheet a few days ago and am still waiting for the file.
I don't know if I'll receive them.
I played through the bonus in those two days, placing almost 4000 bets at odds of approximately 0.5 - 1.5
No bet exceeded the stake of €1.50 except for the game Rekill, which was suggested to me immediately after a previous bet. The website intentionally allowed this bet to be placed, thus avoiding having to pay out the bonus afterward. The bet was a €19 bonus and resulted in a loss of €10.70.
I honestly don't understand how this constitutes bonus manipulation and how a payout of €1200 could be completely refused. In my opinion, this is outright fraud.
The €19 bet was deliberately suggested to negate the bonus and did not even result in any kind of profit.
I understand the purpose of this rule: to avoid placing large bets in order to make a large profit and then play it off with non-volatile bets.
This was clearly not the case here, and the automated system of this site blocked the payout because of this single bet.
I will send the complete betting history if Monoplay provides it. Otherwise, I can provide a video or screenshots of all bets.
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1 month ago
Hello,
Thank you for your patience while we reviewed your complaint.
I understand your frustration, particularly considering that you state the disputed €19 bet resulted in a loss rather than a profit.
However, after reviewing the relevant bonus conditions, I found that the casino specifically lists the following under its restricted gameplay rules:
15. Restricted Gameplay:
- Placing bets with minimal or no risk;
- Wagering made using the Gamble Feature on Slot games;
- Placing bets of amounts higher than 12 €/$ (or equivalent to € in other currency) or 5% of the given bonus, whichever is lower.
As the Gamble Feature is explicitly prohibited while playing with the bonus, unfortunately, we are not in a position to argue against the casino's decision in this case.
I understand that losing the entire €1,200 balance because of a single instance may feel particularly harsh, especially considering the circumstances you described. Nevertheless, where a restriction is clearly stated within the applicable bonus rules, players are required to comply with it throughout the bonus play.
For this reason, unfortunately, we will have to reject your complaint.
Thank you again for your patience and cooperation throughout the process. I am sorry that we could not provide you with a more favorable outcome in this case.
Best regards,
Attila
