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Hi.

I signed up at the casino and made a deposit and received a bonus. After playing with it for a while with different bets of the money up to a maximum of €5 per game, I won around €3,000 in one game. But first I had to fulfill the bonus conditions. So I kept playing and when I had successfully completed the bonus conditions, there were still around €2600 left. I kept playing until I was up to €2200. From this I wanted to have 1200.-€ paid out. After the application I received an email with the information that I violated the terms and conditions. When receiving a bonus, you can only bet a maximum of €4 per game. But in the games it is not a problem to raise the stakes. I am aware that I should have read the terms and conditions, but first of all they are completely in English and so big that you simply overlook certain things. And secondly, the casino should actually ensure that you are not allowed to make too high a bet under certain conditions. And the profit would have come about if I had only staked €4 per game.

Then this would have been less. But the casino simply says I violated the terms and conditions and simply canceled my winnings and now there are only €250 in my account.

I find that the casino is speculating that the player does not read everything and that you do not receive your winnings even though you have legally won.

Hallo.

Ich habe mich bei dem Casino angemeldet und eine Einzahlung getätigt und einen Bonus erhalten. Nachdem ich eine Zeit damit gespielt habe mit unterschiedlichen setzten des Geldes auf max. 5€ pro Spiel habe ich ca. 3000.-€ bei einem Spiel gewonnen. Ich musste aber zuerst die Bonusbedingungen erfüllen. Also spielte ich weiter und als ich die Bonusbedingungen erfolgreich abgeschlossen hatte bleiben noch ca. 2600.-€ übrig. Ich spielte weiter bis ich auf 2200.-€ war. Davon wollte ich mit nun 1200.-€ ausbezahlen lassen. Nach dem Antrag erhielt ich eine Mail mit der Info das ich gegen die AGB verstoßen habe. Man darf bei Erhalt eines Bonus nur max. 4.-€ pro Spiel setzen. Aber in den spielen ist es kein Problem den Einsatz zu erhöhen. Mir ist bewusst das ich die AGB hätte lesen müssen aber erstens sind die komplett in englisch und dermaßen groß das man bestimmte Dinge einfach überliest. Und zweitens müsste das Casino eigentlich dafür sorgen das man bei bestimmten Bedingungen keine zu hohen Einsätze machen darf. Und der Gewinn wäre ja auch zustande gekommen wenn ich nur 4.-€ pro Spiel eingesetzt hätte.

Dann wäre dieser halt geringer gewesen. Aber das Casino sagt einfach ich hätte gegen die AGB verstoßen und meinen Gewinn einfach storniert und auf meinem Konto sind jetzt nur noch 250.-€.

Ich finde das hier vom Casino darauf spekuliert wird das der Spieler nicht alles liest und man seinen Gewinn nicht erhält obwohl man rechtlich gesehen gewonnen hat.

Dear Frank,

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:

"3.7 All games have a maximum betting limit of 4EUR/AUD/CAD/USD/NZD or 40NOK per game round/spin during the time that a bonus is active on the player's account. This applies the entire time that the bonus is active on the player's account as long as nothing else is stated. Violation of this rule will forfeit the bonus and any winnings resulting from the bonus or other games that were completed during the bonus period."

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 any relevant communication between you and the casino. My email address is kristina.s@casino.guru.

Thank you in advance for your reply.

Best regards,

Kristina

Great. That has nothing to do with standards. In my opinion, these are clear rules that only serve the casino not to have to pay out winnings. And then you support it.

Na super. Das hat doch nichts mit Standards zu tun. Das sind in meinen Augen doch eindeutige Regeln die nur dem Casino dienen Gewinne nicht auszahlen zu müssen. Und ihr unterstützt das dann auch noch.

Thank you for your reply, Frank. I completely understand your frustration and 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. 

I am sorry, but if you have repeatedly breached the maximum allowable bet, we cannot force the casino to pay out your winnings.

Dear Frank,

We are extending the timer by 7 days. If there is anything else we could help you with, let us know, otherwise, we will reject your complaint.

Unfortunately, we’re forced to reject 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.