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I made a deposit of 300 dollars and I was playing 5 dollar bets for a long time and I was winning and after I was up about 5000 I change my bet to 10 15 and 20 dollars I got up to 14000 dollars so I withdrew 10000 and left 4000 to play with

with that 4000 I won another 23000 so I withdrew the whole amount

i get an email telling that I breached the bonus terms and conditions so they gave me back my 300 deposit and the rest is been voided

I honestly don’t know what to do it’s a lot of money

I also spent slot of money at their casino

they wouldn’t try and look after me in any way

I’m so discussed on how they easily take your money and look for any reason not to pay you your winning or even part of it since it’s my first time playing it I spent most of my savings and now I’m broke and depressed and don’t know what to do

can you help me please

Dear Fadi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if breaching maximum bet rule has been given to you as the reason to confiscate your winnings? Have you succeeded to withdraw first part of your winnings ($10.000)? Finally, what is your player’s tier?

I have checked General Bonus-related Rules, and this is what I found https://www.pokiespins.com/en/terms-and-conditions:

"Players are allowed to place single bets lower than 20% of the total value of the Active Bonus credited and should not exceed 8 EUR, 8 USD, 8 AUD, 8 CAD, 80 SEK, 80 NOK (as applicable). Therefore, placing a bet of 8 EUR while there's an Active Bonus of 100 EUR in effect is considered acceptable practice. VIP players are allowed to place single bets lower than 30% of the total value of the Active Bonus credited and should not exceed 15 EUR, 15 USD, 15 AUD, 15 CAD, 150 SEK, 150 NOK (as applicable). Please note that your VIP level is defined by the casino's own discretion."

If there’s any relevant communication, please forward it to petronela.k@casino.guru. I understand that it might seem like a lot of questions, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Breaching maximum bet was the reason my winning was voided

and I’m a platinum tier

i will email you all the responses from the casino that I got

I honestly didn’t know anything about terms and condition of the bonuses I knew you can’t withdraw any cash until you wagered your bonus money

ok fine they said I breached the terms and conditions they can penalise me for but not take all my wining

and to your other question I didn’t succeed in getting the 10000 pay out they wouldn’t give me that either

Dear Fadi,

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

Since you have admitted placing higher bets than the allowed ones, sadly, there is not much I can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. Unfortunately, I’m forced to reject your complaint now. Thank you for your understanding.