PowerUp Casino - Player feels scammed due to hidden cashout limit.

I logged into the casino and there was a 150% bonus waiting, the bonus terms have always been there (in the activation button), first wager, then max bet and then max cashout if there was one. Now it was missing, I read the site's bonus terms in Finnish and English, no mention.

I played and wagered the bonus until I took +6000€ from the big bass splash 1000 game, after which I went to aspa to ask about wagering, after this it turned out that my bonus has a max cashout. The condition in question was 100% hidden and the information was only available via chat, it can't be fair like that? now I should only withdraw 450€ instead of several thousand. is it possible to get help with this because I don't want to give up, I feel like I've been scammed

I tried to contact AskGamblers but the site wouldn't let me submit the form.

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Dear Jaykkis,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

1. Could you please send me a link or a screenshot of the bonus you activated and played with?
2. Was this the first time you have utilized a bonus at PowerUp Casino?
3. Could you please confirm whether I understand correctly that the maximum win rule was presented prior to the activation of the bonus?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Here is a picture of the bonus in question, I didn't take a screenshot of the activation screen.

I have made a few deposits to the site, so no, it wasn't my first deposit.

The bonus condition for maximum withdrawal was presented to me via live chat ONLY after I won that approx. €6500 from the big bass splash 1000 game.

I deposited €30 for a 150% bonus that only read the terms and conditions.

40x wager and €5 max bet

Dear Jaykkis,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Okay, I got the same answer from them today as I did a week ago.

stating:

We would like to kindly inform you that we are checking the matter with the relevant team and we will have updates for you as soon as possible.

Hello Jaykkis,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to extend an invitation to Winrolla Casino to participate in this discussion.

Dear PowerUp Casino,

I would appreciate it if you could clarify the reason behind the cap placed on the player's winnings, as the player mentioned that this was not communicated beforehand.

Could you please clarify which specific rule was applied, the reasoning behind its application, and why the bonus rules referenced by the player were not presented transparently alongside the bonus as they normally are?

If there are any other factors related to this situation that cannot be disclosed publicly, please do not hesitate to share them with me directly at michal.k@casino.guru.

Thank you in advance.

Hello Michal and Jaykkis,

Thank you for your patience while we conducted a thorough review of your case with our relevant department.

We have carefully investigated your claim regarding the maximum release limit of your recent bonus. While we understand your frustration, we must clarify that the specific terms for this offer, including the €450 maximum release (the bonus x10), were explicitly stated in the promotional email sent to your registered address.

Our system confirms that this information was provided directly within the offer communications. Please note that while our general Public Terms and Conditions outline our standard operations, specific promotional limits—such as maximum cashouts or release caps—are frequently detailed within the individual offer or the corresponding email invitation.

Should Michal require proof, the PowerUp Casino Team is prepared to provide the original email communication directly to them via email.

We consider the bonus to have been processed correctly according to the terms provided at the time of the offer.

Best regards,

PowerUp Casino Team

Dear PowerUp Casino,

Please forward me the original promotional email as it was sent to the player to my email, michal.k@casino.guru, for an independent review.

Dear Michal,

We would like to kindly inform you that we have provided to you via e-mail the T&C regarding the particular promotion that was sent to the player.

Thank you for your cooperation.

Best regards,

PowerUp Casino Team

Dear PowerUp Casino Team,

Thank you for your email with the information and evidence regarding this matter.

Dear Jaykkis,

I have received evidence that confirms that the specific terms for this offer, including the maximum release (the bonus x10), were explicitly stated in the promotional email sent to your registered address.

This is the Finnish text of the bonus rules:

Terms of Use

The offer is available for 48 hours, expiring at the time shown in the 'My Bonus' section

The reload bonus is 150% up to €150

Minimum deposit for reload bonus: €20 Reload bonus wagering requirements: x40

deposit + bonus

The maximum bonus release is x10 of the bonus amount awarded.

Maximum bet: €5

The bonus is automatically added when it

activate 'My Bonus'

in the section

The wagering requirements for the reload bonus will be

complete by the 'Maturity Date' shown on the bonus

General Terms and Conditions apply.

18+ For players of legal age only

Please note that every bonus/promotion can have its specific rules/limitations. It is always advisable to review and understand the applicable rules before claiming or using any offer to avoid misunderstandings. Unfortunately, overlooking or perhaps disregarding these rules does not excuse non-compliance or negate their applicability.

With this in mind, the casino seems to have acted in accordance with the bonus rules to which you agreed when you claimed the bonus.

Please let me know if you need assistance with anything else, or if I can consider this case clarified/addressed.

Dear Jaykkis,

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.

Dear Jaykkis,

While it appears that the matter has been clarified, we have not received confirmation from you on whether this case can be considered sufficiently addressed or if you need additional assistance. Due to your lack of response, we regrettably must move forward with closing this complaint as rejected.

If you experience any further issues with this or any other casino in the future, please do not hesitate to reach out to us—we will try our best to assist you.

Best regards,

Michal

Casino Guru