PlayFashionTV Casino - Player's winnings are confiscated.

Hello,

I would like to file a complaint against PlayFashionTV Casino.

I deposited my own money and played normally. After playing, I managed to win a significant amount. However, when I requested a withdrawal, my winnings were confiscated.

The casino claims that I violated the bonus terms by exceeding the maximum bet limit while using a deposit bonus.

However, I strongly believe this is unfair because:

- The maximum bet rule was not clearly explained

- The system allowed me to place higher bets without any warning

- I was not prevented from exceeding the limit

- I played in good faith using my own funds

If this rule is important, it should have been technically enforced instead of being used later to confiscate winnings.

The casino returned only my deposit and confiscated all my winnings, which is unfair.

Therefore, I request FULL restoration of my winnings.

Thank you.

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,

I'm sorry to hear about your negative experience. I checked the bonus T&Cs and found this:

Unless otherwise specified in the individual Promotion Terms and Conditions, the maximum bet allowed to be placed whilst a bonus is in its active wagering requirement phase is 5 USD/EUR/CHF/USDT/USDC, 8 AUD/CAD/NZD, 50 NOK, 100 ZAR. This includes any bet placed whilst the bonus wagering conditions have not yet been completed, and applies to all free bonuses, deposit bonuses, free spins winnings and loyalty scheme bonuses. The maximum bet allowed whilst wagering towards an active bonus with cryptocurrency will be the equivalent of 5 USD at the exchange rate average on the day of the bets. Maximum bet limit includes bet doubling after a game round has been completed as well as bonus rounds (purchased within the game).

Failure to follow this condition may result in forfeiting the bonus and any winnings accumulated from the moment the bonus was activated.

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

Dear Baderalmheri21,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru