The player from Austria withdrew winnings after wagering a €20 credit from the VIP Manager, believing it was a cashback offer. However, his winnings were reduced from €1500 to €200 due to unclear bonus conditions mentioned in the email. He expressed confusion and frustration over this situation. We reviewed the casino's bonus terms and confirmed that a maximum cashout limit of 10x the bonus amount was standard and was correctly applied at withdrawal. Since the cap was properly enforced and disclosed on the casino’s website, the complaint was rejected as the casino's actions were deemed fair. The player was informed that win limits on bonus funds were acceptable and the issue was closed.
Run4Win Casino - Player's winnings have been reduced.
Closed
Our verdict
Unjustified complaint
Amount: €1,499
Run4Win Casino
Safety Index:HighCase summary
Discussion
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1 month ago
Translation
Hello! Justin, the VIP Manager, asked how I was doing in an email. I told him that I unfortunately never have any luck after many deposits with bonuses. I received an email crediting me with €20! I had to activate it and wager it. The email didn't mention anything about bonus conditions! I thought it was some kind of cashback for frequent losses. I finally got lucky and was able to wager it, and I was happy to reach €1500! Then it showed as available for withdrawal in the system. Then my winnings were canceled down to €200. In the chat, I expressed my frustration that the email about the offer from the VIP Manager didn't mention any conditions. The casino thanked me and said they would change that for other customers. I replied that I was also a customer and that I was happy about the winnings, and now I have nothing to show for it! I find these offers from VIP Managers via email confusing for players because you think it's cashback, and otherwise, there's nothing in the email. The system also shows a payout amount of 1500. Then it is subsequently cancelled. Thank you and best regards!
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3 weeks ago
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3 weeks ago
Dear ferenzano,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Bonus T&Cs and I found this:
The maximum amount of winnings using bonus funds from any non-deposit cash bonuses, weekly cashback bonuses, personal cash bonuses, VIP program cash bonus rewards, tournament cash bonus winnings and lottery cash bonus winnings is 10x the initial bonus sum. Winnings using bonus funds that exceed this amount cannot be withdrawn and will be canceled.
Sadly, there is not much I can do to support your case at this time, especially when the casino shares all the relevant information on the website. Casinos try to design their bonuses to be as attractive as possible, and setting a maximum cash out limit for bonus winnings is very common. Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.
Thank you very much in advance for your understanding.
Best regards,
Attila
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3 weeks ago
Translation
Hello! I understand, thank you! However, it would be important if the terms and conditions were included in the emails players receive, just like in other casinos. Regarding the system on the website, I don't think it's right that after wagering, the available withdrawal amount is shown as €1500! This isn't the case in other casinos I know; the system reduces the amount after wagering to the actual withdrawable amount. For example, x10 then becomes €200. If you continue playing and win, as in my case, you don't receive your winnings retroactively! I don't find this process fair. This needs to be changed; even the live chat admitted it, but I'm just turning a blind eye! And secondly, there are no terms and conditions in the email! Although for me, the system itself is the biggest problem; this shouldn't happen, it's misleading for the player! Sincerely!
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2 weeks ago
Dear ferenzano, thank you for your reply.
I completely understand your frustration, however, I would like to emphasize that, according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, win limits are considered unfair and predatory only when applied to real money games. We do, however, accept bonus terms and conditions that restrict the maximum cashout from bonus play.
When you completed the wagering requirements of your bonus, the cap was not applied immediately. Some casinos apply the maximum winnings cap only when a withdrawal is requested. At the time you finished wagering, you should have been left with a maximum of €200. Continuing to play with a higher sum meant that any additional balance was effectively virtual and not real money. Consequently, all subsequent winnings generated from this bonus are also subject to the bonus cap.
Since the casino applied the correct maximum win cap when you requested the withdrawal, we cannot consider their actions to be unfair.
Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.
Best regards
Attila
