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I accepted the bonus here. There are no terms and conditions in the bonus box when you accept. So I played and one. When I requested a withdrawal it was rejected and my funds confiscated as they say their terms and conditions say not bets over €2. Upon looking there is a tiny link at the very bottom of the site where at point 31!!!! Where this is stated. Surely this should be clear when you accept the bonus and you not have to read though 40 + t&cs which are not obvious unless you look really hard. Maybe I’m stupid but I’d say don’t play here x

Dear rachelbedford80,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the T&Cs and I found this:

"...The maximum bet amount allowed when wagering a bonus is 2 EUR....  Betting more than 2 EUR at once while having an active bonus may be considered misuse of the bonus offers and can result in the confiscation of all winnings received in such a way. ..."

Our position is closely explained in Fair Gambling Codex:

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.

I understand your frustration, however, if you breached this rule by placing such bets repeatedly, intentionally or not, there is not much we could do. As long as the rule is stated on the website the casino confiscated your winnings in compliance with their bonus T&Cs. I can only recommend that you always check the full bonus terms prior to activating any bonus.

Please, do not hesitate to let me know if there is anything else I could help you with.

Thank you in advance for your reply and understanding.

Best regards,

Kristina

Thank you and I appreciate your response however I think they could at least honour a percentage of what I won due to it not being clear. I would also like them to send me a report showing that I went over the 2 euro rule as I normally only play at 2 xx

Thank you for your reply, rachelbedford80. Based on your initial message I assumed that you breached the maximum allowed bet because you were not aware of such a rule. Could you please confirm that you for sure didn't breach the max bet?

Furthermore, if you are not able to find the game history in your casino account, you can always ask the support for the full report and they should provide it to you. When you receive it, please forward it to me together with any other relevant communication between you and the casino. My email address is kristina.s@casino.guru. Thank you.

I am almost 100% sure that I did not and I have requested this informations but they have not replied and when I ask on live chat they close it straight away

And yes you’re right I was not aware of the maximum as it was not made clear when you a. Apt the bonus but I meant I normally only ever play at 2 euro unless I have won and can afford a higher stakexx

Alright. It can take a few days for a casino to review your request, export the game history, and send it to you, therefore I would recommend that we wait at least one more week. I will keep this complaint open, so please, let me know if there is anything new and forward me the game history if you receive it. Thank you.

Apparently I should get a response foday 🤷‍♀️

i have had a few answers in online chat advising the case has been raised and then passed to a higher department. Now live chat seems to have disappeared. I am assuming you have no reply from them either? Xxx

Do I understand correctly that you still have not received the full game history?

Dear rachelbedford80,

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.

They advised they could not offer this and gave me 150 bonus as a good will gesture. I have closed the account and will it play there x

Since you decided to close your casino account, does it also mean that you lost interest in proceeding with this complaint?

Dear rachelbedford80,

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.

Please close the case I have asked for my account to be closed with them xx

I understand. I will now close this complaint as per your explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.