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Hello I deposited €20 at the casino a few days ago with the 200% bonus I had €40 in bonus money. I had to wager €2000. Shortly before I ventured the amount, my account balance was almost €2200. When I had converted the amount, there were only €500 left in my account and a pop-up saying that I would only be paid 8 times the bonus money. Which I found more than annoying. Then after a long KYC I had everything clarified with the documents. I then wanted to have the 500€ paid out and after 2 days I got the message that I had violated some of the conditions and all my winnings will be redeemed, now I only had 20€ in my account. When asked, it said that I was only allowed to play 6% of the bonus money as a bet. Is this legal at all if the casino only notices it days later and why can I then make such bets in the bonus at all if this automatically violates the regulations?! I feel more than betrayed.

Hallo ich habe vor ein paar Tagen 20€ auf dem Casino eingezahlt mit dem 200% Bonus das ich 40€ Bonusgeld hatte. Ich musste 2000€ umsetzen. Kurz bevor ich das den Betrag gewagert hatte lag mein Kontostand bei knapp 2200€. Als ich den Betrag umgesetzt hatte waren auf meinem Konto nur noch 500€ und ein Pop Up wo drin stand das ich nur das 8-fache des Bonusgeldes ausgezahlt bekomme. Was ich schon mehr als ärgerlich empfand. Dann nach langem KYC hatte ich alles mit den Dokumenten geklärt. Ich wollte mir dann die 500€ auszahlen lassen und bekam nach 2 Tagen die Nachricht das ich iwelche Bedingungen verstoßen hätte und mein ganzer Gewinn eingelöst wird, jetzt hatte ich nur noch 20€ auf meinem Konto. Auf Nachfrage hieß es das ich nur 6% des Bonusgeldes als Einsatz hätte spielen dürfen. Ist dies überhaupt rechtens, wenn es dem Casino erst Tage später auffällt und warum kann ich dann in dem Bonus überhaupt solche Einsätze machen, wenn man damit automatisch gegen die Bestimmungen verletzt?! Ich fühl mich da mehr als verarscht.

Dear paulschmidt170,

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):

Restricted Gameplay:

- Placing bets with minimal or no risk

- Wagering made using the Gamble Feature on Slot games 

- Placing bets of amounts higher than 12 €/$/£ (or equivalent to € in other currencies). or 5% of the given bonus, whichever is lower.

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 and bonus histories 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

Thanks for the reply, I have forwarded it to the email address you provided.

Danke für die Antwort ich habe es der genannten Email Adresse weitergeleitet.

It can't be legal that the casino only notices that I've allegedly violated the conditions when I want to withdraw the money?!

The live chat there said you're just sorry and that's it.

Das kann doch nicht rechtens sein dass das Casino erst merkt das ich angeblich gegen Bedingungen verstoßen hab, wenn ich mir das Geld auszahlen lassen will?!

Der Live-Chat dort meinte das es Ihnen nur Leid tut und das war's.

Thank you very much, paulschmidt170, for your email. Since you confirmed that you placed several bets greater than €2 (5% of your granted bonus) I'm afraid we won't be able to assist you. Ideally, casinos should be able to block any greater bets than the allowed ones, unfortunately, that's not a common practice yet.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear paulschmidt170,

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.

I regret that I am unable to offer further assistance. Although we were unable to resolve this case, please feel free to reach out to us if you encounter any problems with another casino in the future. Based on the reasons mentioned above, I must reject this complaint. Thank you for your understanding.