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Good evening, I played at the casino with a deposit and a deposit bonus, during the bonus money I accidentally pressed a bet larger than allowed, I immediately contacted the support and they told me that it was okay to continue playing just not to press a larger bet again. I finished the wagering I pressed to withdraw and the next day I found the deposit and bonus money canceled in my account. I contacted the support again and you can see in the attachment the whole conversation about what they answered me (I literally feel like they cheated me). Can you tell me what happens in this case? Thanks in advance!

Καλησπέρα, έπαιξα στο casino με κατάθεση και bonus κατάθεσης, κατά την διάρκεια των χρημάτων bonus πάτησα καταλάθος ένα bet μεγαλύτερο του επιτρεπόμενου, επικοινώνησα αμέσως με το support και μου είπανε ότι είναι οκ να συνεχίσω να παίζω απλά να μην ξαναπατήσω μεγαλύτερο bet. Τελείωσα με το τζιράρισμα πάτησα να κάνω ανάληψη και την επόμενη μέρα βρήκα στο λογαριασμό μου ακυρωμένη την κατάθεση και bonus χρήματα. Επικοινώνησα με το support ξανά και μπορείτε να δείτε στο συνημμένο όλη τη συζήτηση για το τι μου απαντήσανε (κυριολεκτικά νιώθω ότι με εξαπατήσανε). Μπορείτε να μου πείτε τι γίνεται σε αυτή την περίπτωση? Ευχαριστώ εκ των προτέρων!

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Dear Paz87,

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:

4.There is a maximum bet amount per round using Bonus Funds equal to $/€5

Our position is closely explained in the 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

Since we won't be able to come to a conclusion, I'll close my complaint, it's enough for me that people know what it's about. Thanks for your time.

Επειδή άκρη δεν θα βγάλουμε θα κλείσω το παράπονο μου, μου αρκεί που θα ξέρει ο κόσμος με τι έχει να κάνει. Ευχαριστώ για τον χρόνο σας.

We’ve closed this complaint in accordance with the player’s explicit request. While we are sorry that we could not offer more assistance in this particular case, we fully respect the player’s decision.

Please remember that you are always welcome to reach out to us again in the future. If you encounter any issues with this or any other casino, whether related to withdrawals, verification, account access or anything else, our team is ready to assist.

If you change your mind or feel you need our support, we will be here to help.