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Hello. I played at bCasino on January 26th, 2021. With a stake of 1 euro, I won 5500 euros. I wanted to get 4900 of that. My identity was checked, as far as everything is OK. Two days later, an email said that I had violated the bonus conditions. I would have bet more than € 4 per spin. At the time of winning, the stake was 1 euro. Please help me.

Hallo. Ich habe am 26.01.2021 bei bCasino gespielt. Mit einem Einsatz von 1 Euro habe ich 5500 Euro gewonnen. Davon wollte ich mir 4900 auszahlen lassen. Meine Identität wurde geprüft, soweit alles in Ordnung. Zwei Tage später hieß es in einer Mail, dass ich gegen die Bonusbedingungen verstossen hätte. Ich hätte mehr als 4 Euro per Spin gesetzt. Zum Zeitpunkt des Gewinns war der Einsatz 1 Euro. Helft mir bitte.

Dear Ewa4ka16,

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 https://www.bcasino.com/en/promotions/weekend-2901#tnc:

„The following wagering activities are not allowed until the wagering requirements of this bonus have been completed:

Betting more than € 4 per spin or 10% of the received bonus amount (the smaller of the two) on a slot game."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

If you are aware of placing higher bets then the allowed ones, sadly, there is not much we can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

Please do not hesitate to forward your game history to petronela.k@casino.guru and advise how much was the obtained bonus if you feel that you’ve been accused mistakenly, otherwise, I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Hello Petronela. I won a little over 30 euros from bonus spins. The wagering requirement was 25x. These were fulfilled with the profit from the 5500. Of course, I did not knowingly put my profits at risk. In my case, is it worth filing a class action because these casinos are illegal in Austria? I would like to take action against this in any case. I got the casino to send me the history by email, of course there is no response. What can I do to speed up this process?

Hallo Petronela. Aus Bonusspins habe ich etwas über 30 Euro gewonnen. Die Umsatzbedingungen waren 25x. Diese waren doch mit dem Gewinn von den 5500 erfüllt. Selbstverständlich habe ich nicht wissentlich meinen Gewinn in Gefahr gebracht. Lohnt sich in meinem Fall eine Sammelklage, da diese Casinos in Österreich illegal sind? Gegen diese vorgehen möchte ich in jedem Fall. Ich habe das Casino gebrten mir die Historie per Mail zu senden, natürlich kommt keine Reaktion. Was kann ich tun um diesen Prozess zu beschleunigen?

Dear Ewa4ka16,

Please forward your game history to petronela.k@casino.guru and advise how much was the obtained bonus if you feel that you’ve been accused mistakenly. Thank you very much in advance.

Dear Ewa4ka16,

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.