Fortune Play Casino - Pelaajan voitot on takavarikoitu.

Hello, I deposited 150 euros and received a bonus of 150 euros, so I started playing the slots.

After a while, with a bet of 3 euros, I won a jackpot of 4500 euros. I then met the wagering requirements (40X) and requested a withdrawal.

Today, they emailed me saying that the winnings were confiscated because I exceeded the maximum allowable bet with a bonus balance of 5 euros.

I then went to read their terms and conditions and saw that the maximum bet is indeed 5 euros.

I recall placing very few bets above this limit.

Nowhere in their regulations does it state that exceeding the maximum bet can result in the confiscation of winnings.

Indeed, I should have noticed the 5 euro maximum bet rule earlier, but I truly did not place many bets above that limit.

Additionally, I played much more than the required 40X.

I hope this can be resolved somehow.

Thank you.

P.S. Only the initial 150 euros I deposited have been refunded, instead of the 3400 euros I attempted to withdraw.

Salve, ho caricato 150 euro e ricevuto un bonus di 150 euro, quindi ho iniziato a giocare alle slot.

Dopo un po' con una puntata di 3 EURo ho vinto un Jacopot da 4500 euro, ho quindi soddisfatto i requisiti di puntata (40X) ed ho richiesto il prelievo.

Oggi mi scrivono dicendo che le vincite sono state confiscate perché ho superato la massima puntata possibile con saldo bonus di 5 euro.

Sono allora andato a leggere i loro termini e condizioni ed ho visto che effettivamente la massima puntata è di 5 euro.

Ricordo di aver effettuato pochissime puntate sopra questo limite.

In nessuna parte del loro regolamento però c'è scritto che in caso di superamento della puntata massima possono confiscare le vincite.

Sicuramente ho avuto una distrazione non avendo letto prima della puntata massima di 5 euro ma veramente le puntate sopra a quel limite sono state esigue.

Inoltre ho giocato molto di più del 40X da loro richiesto.

Spero che si possa risolvere in qualche modo.

Grazie.

P.s mi sono stati rimessi sul conto solamente i 150 euro versati inizialmente invece dei 3400 euro del tentato prelievo.

Dear fabcrx82,

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:

2.2. Limitation of the maximum bet while wagering: 5 EUR (5 USD; 50 NOK; 7.5 AUD/NZD/CAD; 400 RUB; 100 ZAR; 500 INR, 30 BRL, 0.00012 BTC, 0.003 ETH, 0.09 LTC, 0.025 BCH, 75 DOG, 5 USDT, 12.5 XRP, 0.02 BNB, 20 ADA, 70 TRX). Max. bet limit includes bets doubling after a game round has been completed, bonus rounds (purchased within the game).

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 tomas@casino.guru You should be able to request your game history from casino support.

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,

Tomas

Thanks for your patience.

We reviewed the game history you sent but unfortunately will have to reject your complaint based on our findings of breach of terms and conditions.

Since it appears the breach of the maximum bet is not accidental, we won't contest the casino's decision to enforce its rules on this occasion.

I am sorry for the disappointing result of your complaint, and I hope similar issues avoid you in the future.

Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards

Tomas

Casino.Guru