Safe Casino - Player’s winnings have been confiscated.

The casino need to block the bets when you can not use a 5€ higher bet. The casino let me finish the wager, the amount was on my casino account.

Why they let the people win the money and then take it off ?

And if was the other way, if i lost all my money finishing the wager, i am sure that the casino would not give me the momey back, and i would break the terms in the same way.

I will have to fight for this amount, because i feel robbed.

I hope you guys can help me and other similar cases.

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Dear Jonnybombs,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. According to the casino's terms and conditions: (translated) https://safecasino-play.com/pt/rules/bonus-terms

1e. A aposta máxima com um bónus ativo é de 5 EUR (ou o equivalente noutra moeda). (salvo indicação em contrário nas condições especiais para o bónus). A compra de quaisquer recursos do jogo, incluindo, mas sem limitação, respins, será adicionada ao seu montante de aposta. Se o jogador exceder a aposta máxima quando o bónus estiver ativo, o SafeCasino reserva-se o direito de confiscar os ganhos. Si la devise de votre compte n'est pas spécifiée - le montant maximal de la mise est équivalent à 5 euros dans votre devise.

Our position is closely explained in 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 like 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 tomas@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,

Tomas

Dear Jonnybombs,

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.

Hello Tomas,

I already sended you an email with the proves i have of a lot of lower bets then 5 eur.

Check email please.

Thanks

Thanks for your patience.

I went over the information you shared with me earlier and the casino rules regarding the bonuses: https://safecasino-play.com/pt/rules/bonus-terms (translated)

1e. The maximum bet with an active bonus is 5 EUR (or the equivalent in another currency). (unless otherwise indicated in the special conditions for the bonus). The purchase of any in-game resources, including but not limited to respins, will be added to your bet amount. If the player exceeds the maximum bet when the bonus is active, SafeCasino reserves the right to confiscate the winnings. If your account limit is not specified - the maximum bet amount is equivalent to 5 euros in your limit.

I don't have good news, unfortunately. Since the casino explicitly forbids the purchase of bonus features in its rules, they are justified in enforcing the confiscation of your winnings from our perspective. We can only recommend that you pay closer attention when playing during the active bonus and play within what is allowed.

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.