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I played 1 month ago, I made a max win in a pragmatic play slot of 2,500 euros, and specifically in Madame destiny megaways, the amount I reached was 2,700 euros, let me remind you that I had put 50 euros and they credited me but 50 from the welcome bonus, since I reached 2,700 it required a turnover of 2,500 euros, I completed the turnover and suddenly I see 500 euros in the account, I sent them a message and they told me that when I get the welcome bonus they give me x10 the maximum money, they stole 2200 euros from me without even playing the bonus they are cheaters and unfair to the players,

Έπαιξα πριν 1 μήνα, έκανα μαξ γουιν σε ένα σλοτ της pragmatic play 2.500 ευρω , και συνκεκριμενα στο Madame destiny megaways, το ποσό που εφτασα ήταν 2.700 ευρω, να υπενθυμίσω ότι είχα βάλει 50 ευρω και μου πιστώσαν αλλά 50 από το welcome bonus, αφού εφτασα τα 2.700 απαιτούσε τζίρο 2.500 ευρώ , Ολοκλήρωσα τον τζίρο και ξαφνικά βλέπω 500 ευρώ στον λογαριασμό, τους έστειλα μήνυμα και μου είπαν πως όταν παίρνω το welcome bonus μου δίνουν χ10 τα λεφτά το μαξιμουμ, μου κλέψανε 2200 ευρώ ενώ δεν είχα παίξει καν το μπονους τους είναι απατεώνες και άδικοι με τους παίχτες,

Dear Gucciomarion,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I have checked the Welcome bonus terms and conditions, and this is what I found (here):

The following terms & conditions apply to the Welcome Bonus and should be fulfilled in order to be able to withdraw any bonus winnings.

100% up to €200 first deposit bonus

1. Once a customer receives the bonus, in order to withdraw winnings from this bonus, they must wager the bonus 50 times.

2. All wagering must be settled within 30 days of receiving the bonus.

3. The maximum bet amount counted towards wagering can not exceed the total bonus amount. Should a placed bet be higher than a bonus amount, only the latter will contribute towards wagering requirements. For example, if a customer has been credited with €10 bonus they place a €20 bet while having an active bonus, only €10 of this bet will be counted towards wagering of this bonus.

4. The amount to be transferred to a real money account after wagering, cannot exceed the amount of all Live Casino and Slot bets from your real money account made during the wagering period, and the bonus multiplied by 10.

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.

Could you please confirm that you received your winnings of €500?

Thank you in advance for your reply and understanding.

Best regards,

Petronela

Dear Gucciomarion,

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, 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.