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Casino rejected payout based on unfair and in explained conditions. Expecting players to calculate what their max bet can be with bonus winnings, but still automatically setting bet amounts in games well above that amount. I had played through thousands more than the required wager amount, I'm supposedly a VIP customer... And Ive personally spent thousands of dollars on the site. Extremely disappointed with the treatment recurved and the lack of support for long time players...

Dear slliws,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found (here):

„Players are allowed to place single bets lower than 20% of the total value of the Active Bonus credited and should not exceed 8 EUR, 8 USD, 8 AUD, 8 CAD, 8 NZD, 80 SEK, 80 NOK (as applicable). Therefore, placing a bet of 8 EUR while there's an Active Bonus of 100 EUR in effect is considered acceptable practice. VIP players are allowed to place single bets lower than 30% of the total value of the Active Bonus credited and should not exceed 15 EUR, 15 USD, 15 AUD, 15 CAD, 15 NZD, 150 SEK, 150 NOK (as applicable). Please note that your VIP level is defined by the casino's own discretion."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet.

Please do not hesitate to forward your game history in Excel format to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

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

Best regards,

Petronela

This is the email I received.

I no longer have access to the betting history, the site only allows you 7 days history, and this email was received 7 days after the bets in question.

Dear slliws,

Are you aware of placing such bets? Please understand that if we request your game history and find the bets that breached the maximum bet rule, your case will be rejected.

Have you tried requesting the bet history from the casino directly?

Dear slliws,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.