SlotsGem Casino - Player’s winnings are being confiscated.

The casino gave me a 100 euro bonus through a VIP person, I saw the wagering requirement in the bonus section all the time. I correctly wagered 2-5 euros for 55 minutes until I withdrew a 10 euro bet, when I saw that the bonus had been used correctly. Now I am being accused of using 10 euros even though the bonus was active. I counted all possible bets on time and before the first 10 euro bet, I had already wagered over 4000. I have all the evidence that is correct. Now they are trying to scam me and the casino is making terrible accusations??? And they refuse to pay out the winnings

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Dear Monttu,

Thank you very much for submitting your complaint. I'm really sorry to hear about your issue with SlotsGem Casino. I'm afraid I will need more information regarding your problem. Could you please elaborate? Has the casino accused you of breaching the max bet rule for the bonus?

Thank you in advance for your response.

Best regards,

Attila

Yes, that's what they claim. I followed the bonus section and its consumption throughout the game, and at a certain time, when I had already played for over an hour with a 1-5€ bet, it disappeared from my view in the bonus section, at this point I was already over 2000€ in profit, why would I have risked playing with the wrong bet all of a sudden, before I saw it disappear from the bonus section, but I assumed it was consumed, and didn't check the matter any further.. This was also the first bonus granted by a VIP person via email. I played for 1 hour with a 1-5€ bet while also following the section where the bonus was visible, I only dared to withdraw the bet when it disappeared from my view

Dear Monttu,

Thank you very much for your reply. I checked the bonus T&Cs and I found this:

1e. The maximum bet with an active bonus is 5 EUR/USD (or equivalent in another currency). (Unless stated otherwise in special terms for the bonus). Purchasing any game features (including but not limited to respins) will add to your bet amount. If the player exceeds the maximum bet when the bonus is active, Slotsgem casino reserves the right to confiscate the winnings. If the currency of your account is not specified - the maximum bet amount is equivalent to 5 euros in your currency.

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 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

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Monttu,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila