Crashino Casino - Player's winnings have been confiscated.

Crashino add rules in their T&C after big win.

Today i signed up and took the welcomeoffer!

I Won 23300€ after completing crashinos welcome bonus. I read through crashinos T&C before hand, and there was nothing that says its limited maxwin 10x the deposit amount. Today i received this email from them:

Hello,

Thanks for contacting us!

Kindly note that as per the below rule, you may withdraw only the rest funds in your account.

We can only pay 10x his deposit amount due to this being a bonus win. Rule:

Bonus Term 10: Maximum winnings from any bonus taken with a deposit is more than 50$ and not exceeding 10 times the deposit amount. Maximum $/€50 can be withdrawn from any no deposit free spin/bonus winnings.

We wish you a great rest of your day and remain at your disposal.

Kind regards,

Sandy

Crashino Support

__________________________

But this rule was not in the T&C when i signed up and took part of the bonus offer.

Now they have confiscated all my winnings above 1500€.

If you are able please contact them.

Dear odhper7,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I have checked the bonus terms and conditions, and this is what I found: 

"Maximum winnings from any bonus taken with a deposit is more than 50$ and not exceeding 10 times the deposit amount. Maximum $/€50 can be withdrawn from any no deposit free spin/bonus winnings."

Do you have any evidence that this maximum winnings rule was not on the website before you won?

Have you received the 1500€?

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.  

If there is any additional information that would support your case, please do not hesitate to contact us.  

Best regards, 

Dominika

I have received the 1500€. Sorry i dont have any additional proof. But as i can see on your site you have the welcome bonus also marked as unlimited maxwin. I however red the rules thorough before taking part of the bonus. And i would not have missed this rules as it was just in the beginning and not hard to find.

I belivie they added this after my win because they dont wanna pay.

Dear odhper7, could you please specify the amount of the deposit you made?

If you have found additional information that would support your case, please do not hesitate to contact us. Otherwise, I will be forced to reject your complaint, as you have not provided any evidence that the maximum cashout was not mentioned in the bonus terms at the time you signed up for the welcome bonus.

Thank you for your understanding.

Dear odhper7,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.