The player from Germany has 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 contends that the bonus purchase did not generate profit and that forfeiting his entire winnings based on a minor stake overrun is unreasonable. The player requests a review of his case and the related bonus terms by Casino Guru.
Monoplay Casino - Player’s winnings are confiscated.
Opened
Current status
Waiting for Casino Guru to reply
5d 12h 46m 3s
Monoplay Casino
Safety Index 6.4 Below averageCase summary
Discussion
Public
Public
4 days 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.
Automatic translation:
Public
Public
2 days ago
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.
Public
Public
2 days 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
