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Hi everyone. I just want to ask?

I know when bonus ative the bet limit will set.

Break that rules will lost all winning.

But any change if we placed few bet over limit by some accident?

Like me. When i playing with exactly bet limit 10nzd. And i won game bonus free spin. But after finish the bonus. Website auto refresh and back to game in second. Because when play by phone. My finger alway ready to spin spin. Sometime will cover where the bet size show. That why i keep spin because i thought still my bet limit.But after 2 3 spins(no win anything). I surprise my bet now is 30nzd. I stoped straight away. I dont know what happen.

And now casino take all my win away and return me whaT i deposited.

Before that accident happen. I won 6k and only feW hundred waging. HoW stupid me to break rules this time. Break rules for what? I 100% won over 5k. Just wait to withdraw only.

And accident happen.....

My unlucky...🙁

Dear jaypham9988,

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:

Unless otherwise specified in the individual Promotion Terms and Conditions, the maximum bet allowed to be placed whilst a bonus is in its active wagering requirement phase is 5 USD/EUR/CHF/USDT/USDC, 8 AUD/CAD/NZD, 50 NOK, 100 ZAR. This includes any bet placed whilst the bonus wagering conditions have not yet been completed, and applies to all free bonuses, deposit bonuses, free spins winnings and loyalty scheme bonuses. The maximum bet allowed whilst wagering towards an active bonus with cryptocurrency will be the equivalent of 5 USD at the exchange rate average on the day of the bets. Maximum bet limit includes bet doubling after a game round has been completed as well as bonus rounds (purchased within the game).

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. 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 kristina.s@casino.guru.

If there is any relevant communication between you and the casino, please send it as well. Thank you in advance for your reply.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi Kristina. Thank for your replying.

Follow what you said. I checked all my game history. Bonus history. Transaction history.

And i found. They hiding or deleted all my game history on that day. Here only what i can check

I feel something wrong as you can see my deposit and withdrawal on that day. I was lucky to won 6000nzd max win by bet size very early. So from this point i played max limit bet 10nzd to the end of bonus wagering. and i still got 5k5 to withdraw. Its take about 3 hour playing and only 1 game. But no info about that time.

Why they deleted my game history but still show my deposit and my withdraw. And still said wagered done. How i done they hiding.

I breaked the rules. They didnt pay my winning. I got that. No complaint to them.

But they still did the funny thing.

Do you feel somthing wrong from here? Like me now

Thank you so much

Hien P***

Thank you very much for your reply, jaypham9988. Have you tried contacting the casino to request the game history? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear jaypham9988,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru