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I was awarded one hundred rand no deposit bonus.

I was required to play through 10 000 rand before receiving my winnings. I cashed out on R1300. They then said i needed to make a deposit before I could withdraw. after using my Mastercard I deposited a R80 rand and didn't see any reason for it.

I was offered the option |Bank transfer to transact withdrawal.

No verification was required, and upon emailing them the second day to ask the status of withdrawal, they said it couldn't be awarded as I wagered bets of more than 10%. when if logged on again, my account was reflecting the deposit I made. The next day I was unable to log on.

I don't want to use their services again, nor want the winnings although it was hard getting playthrough of ten thousand, but only to bring their shutdown day a, bit sooner.

Thank you for your time..

Dear brettM, 

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and I found this:

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

1. The use of bonus funds purely to progress through the bonus stages of games.

2. Equal, zero or low margin betting

3. Betting more than €4.00 per spin or 10% of the received bonus amount (the smaller of the two). For a received bonus amount of less than €2.00, the allowed maximum bet is €0.20.

4. Switching from a low wagering contribution game or category to a higher wagering contribution game or category. (Please see the Wagering Contribution Page.)

5. Using a ‘feature buy’ or Buy Pass function within a game.

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 veronika.l@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, 

Veronika

Thank you for taking time to asses my situation.

Should the wager button not then be restricted or fixed on an amount until bonus amount is played through?this has resulted in the no deposit bonus to have the complete opposite intention.

I won't further the case as I do not have any means of accessing my account but just to make mention as I know I'm not the first to be kicked of this week..

Thanking you

I understand your frustration. We believe that this rule should be enforced at a software level, i.e., that the casino's software or website shouldn't let players place higher bets than the limit. This is one of our requirements for 'fair and safe casinos'.

Additionally, the max bet sizes should be clearly displayed, ideally in the casino lobby or directly in the games (if possible) or on a prominent part of the page or advertisement informing them about the bonus, and not just "hidden" in the rules for bonus play. It is a common practice to only list the max bet in Bonus T&Cs, but we appreciate it when casinos make them more visible and easier to follow.

This complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.