Bizzo Casino - Pelaajan voitot mitätöitiin bonusehtorikkomuksen vuoksi.

Hello, good afternoon to everyone, if I can even say that! My problem is that on Sunday, I deposited €200 via paysafecard and received the Welcome Bonus. I was playing various slots comfortably, and just yesterday, when I had winnings of around €1000, I hit a slot win of €2900. With €4200 in my account, I sent in the necessary documentation to make a withdrawal of €3600. This morning, I received a reply saying that I had violated the Welcome Bonus terms by making bets over €5. It is true I made such bets, though they were insignificant, and I admit it's in their terms, which I was completely unaware of. But shouldn't the casino automatically prevent me from making such bets?

Hola buenas tardes a todos por decir algo ! Mi problema es que el domingo, ingreso a través de paysafecard 200e y recibo el bono de Bienvenida, el cual tranquilamente estoy jugando a diferentes slots y ayer mismo cuando tenía unas ganancias de 1000 e más o menos , recibo en una slots un premio 2900 e , teniendo en mi cuenta un dinero de 4200 e , mando la documentación pertinente, para hacer un retiro, de 3600 y me contestan hoy ala mañana que había infringido el bono de Bienvenida, en el cual había echo jugadas de más de 5 e , lo cual si que es cierto que las hice ( que fueron insignificante), y si que es cierto que lo pone en su normativa, que yo lo desconocía completamente, pero no debería el casino no permitirme a mí hacer esas jugadas automáticamente ??

Dear jn85igo, 

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:

The maximum bet with an active bonus is € 5 (5 USD/20 PLN).

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 a link to the specific bonus that you redeemed and played. My email address is veronika.f@casino.guru. 

If there is any other relevant communication between you and the casino, please send it as well. 

Thank you in advance for your reply. 

Best regards, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I've been looking at the game history and there are some bets at 8e, about 100 or so without any bad intentions, I start looking at all the documentation that they send you and you have to click up to three times to see the terms and conditions, it's a disgrace that they do this! I never had any intention of wanting to progress with the bonus, and if I had known that it wasn't possible I wouldn't have done it. Also, on no screen does it say in front that you can't make bets greater than 5e they put it well hidden, so that it goes unnoticed, that's dirty play!

Estado mirando el historial de juego y hay unas jugadas a 8 e , unas 100 más o menos sin ninguna mala intención, me pongo a mirar toda la documentación que ellos te mandan y hay que llegar a pinchar hasta tres veces para ver los términos y condiciones, es una vergüenza que hagan esto ! Yo jamás tuve intención de querer progresar con el bono , y si hubiera sabido que no se podía no lo hubiera echo además, en ninguna pantalla pone delante que no se puede hacer apuestas mayores de 5 e lo ponen bien escondido, para que pase desapercibido, eso es juego sucio !

While I acknowledge your point that the terms might not have been immediately visible, it is standard practice in the online casino industry for players to review and agree to the terms and conditions upon registration and when claiming bonuses. The €5 maximum bet rule is explicitly stated in the bonus terms, and it applies universally to prevent bonus abuse and ensure fairness.

Regrettably, even though you mentioned that the higher bets were placed unintentionally, casinos are not obligated to waive the enforcement of this rule. Furthermore, automated systems to prevent such bets are not a universal requirement, and their absence does not invalidate the casino's decision to act in accordance with their terms.

I understand this outcome may be disappointing, but based on the information provided, this complaint will now be closed as rejected.

If you have any additional questions or issues in the future, please feel free to contact us.

Thank you for your understanding.

Best regards,

Veronika

Casino.Guru Team