Onestep Casino - Player's winnings have been capped.

I’ve won 68.000 and they only paid me 8.000. They say that they have a maximum winning of 5.000 per day. My question is if this is legally allowed?

Dear desireenavis123,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the General T&Cs and I found this:

"2.5.7 YOU AGREE THAT THE MAXIMUM NET WINNINGS, PER ACCOUNT, ARE LIMITED TO 5000 EUR IN ANY 24-HOUR PERIOD."

Could you please advise if you accumulated your winnings with or without an active bonus?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

Dear desireenavis123,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.