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I’m being ac used of violating my bonus. They are claiming I bet over 200.00 on a spin and that isn’t true and they won’t provide history. Most of winnings game from the Fortunate Buddha game which has a max bet of $5. They communicated with me zero it took me 3 reps to find out why I had not been paid because they don’t communicate with you at all.

Dear mzalicia,

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):

„The maximum bet allowed when having an active No-Deposit Bonus is $5 (five dollars) for all types of games. Other bonuses (all kinds of Deposit Bonuses and Cashbacks) allow $10 (ten dollars) maximum bet for Slots Bonuses and $25 (twenty-five dollars) maximum bet for Cards & Roulette. Maximum bets for VIP Player Classes may vary, so please refer to your Player Class conditions for more information. Betting above the limit will result in the voiding of the bonus and any associated winnings."

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 along with any relevant communication 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 and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

So my max bet with the bonus I used was $10. This particular game is new and has a feature that allows you to purchase a bonus round that includes 10 spins. I made sure to get screenshots. For 10 spins at 6.25 each was 218.75. In paying for the spins you lose that money and in return get 10 spins. I included screenshots they are saying I bet 218.75 which isn’t even possible look at the screenshots. Each bet level charges you a different amount for the spins

with the bonus I used was $10. This particular game is new and has a feature that allows you to purchase a bonus round that includes 10 spins. I made sure to get screenshots. For 10 spins at 6.25 each was 218.75. In paying for the spins you lose that money and in return get 10 spins. I included screenshots they are saying I bet 218.75 which isn’t even possible look at the screenshots. Each bet level charges you a different amount for the spins

So today they tell me they put 2k in my account and sent 300 to my bitcoin address. My bonus was a no max cash out. My cash out is 2k

Correction max cash out is 35x deposit. I deposited $90

So the T&C for the bonus I used are here. I deposited $90. They sent an email apologizing for the confusion and said finance department sent my winnings. They sent $300. That is not 35x the deposit

Thank you, mzalicia, for the clarification. I have checked the general bonus terms and conditions, and this is what I found (here):

"Welcome Bonus Terms

...

Welcome Package comes with the wagering requirement of x33 for Slot Games (x25 for BTC, ETH, LTC, and Neosurf deposits), meaning that the Player’s deposit along with the Welcome Bonus needs to be played through 33 times respectively before any generated winnings can be withdrawn. The maximum cashout applied to the deposit is x35. For Spins, wagering requirements count as Free-Spins-Win x33, with the maximum cashout of x35.

...

Regular Bonuses

...

Regular Bonuses are subject to the wagering requirements of x33 for Slots, x44 for Card Games, and x63 for Specialty Games, meaning that the deposit with added Regular Bonus needs to be played through 33, 44, or 63 times respectively before the Player can withdraw any associated winnings. Keep in mind that deposits placed via BTC Wallet, LTC, ETH, or Neosurf voucher are subject to the wagering requirements of x25. Please note that some bonus rules may vary; please check the T&C of each bonus for specific requirements and restrictions.

No maximum cashout is applied to Regular Bonuses unless otherwise specified. Please carefully read the T&C of each bonus to find out more details about the cashout limit. The Deposit Bonus itself cannot be cashed out, so its initial body will be deducted during the cashout process."

Have you been informed why your winnings were capped at $300?

I told you they are being deceptive. They said I bet 218.75 which is not only impossible it’s ridiculous. The bet was 10 spins at 6.25 per spin. I lost 218.75 paying for the spins the bet is clear as a bell in the photo. $218.75 for 10 spins at. $6.25 if they don’t want us to use this feature then exclude the game because it isn’t excluded anywhere. All the said was sorry for the confusion we sent your winnings and didn’t. My specific deposit was tentacles I screen shotted the T&C for this specific bonus

Thank you very much, mzalicia, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you so much

Hello mzalicia,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please explain to us what happened and why mzalicia got $300? (how you came to this number?)

I’ll tell you why they are prolonging my payout. They said per their terms and conditions they can choose the amount depending on their player class. However I’m supposedly a VIP. This doesn’t feel like VIP All of my correspondence comes from the VIP manager

Im not going to log in every 24 hrs to wait for $300 on bitcoin. This is ridiculous. The amount of money I have spent here this should have been cashed out the first time in one lump sum. I just want the rest of my money

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Gaming Curacao (N.V. 365/JAZ) (info@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (matej@casino.guru). I am sorry I could not be of more help on this occasion.

I am closing this complaint now as unresolved. I am sorry that we were unable to help you more.

We’ve reopened this complaint at the request of ComicPlay Casino casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The casino representative informed me that the winnings were paid in full. Could you please confirm it?

Based on the information from the casino representative, we assume that the winnings were paid out, and we are closing this complaint as resolved.

The player can reopen this complaint anytime.