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I accepted a bonus that had a maximum withdrawal of 400,000.

It was described in the bonus conditions: maximum withdrawal amount 400,000 total because it had 200% on the deposit amount plus 100 FS which are divided into 50. With a maximum of 100,000.

And 50 more per 100,000. Included

Playing towards the wagering requirement, my balance increased to 780,000. A system deduction then took away 50,000, leaving me with 280,000. The wagering requirement was 2,900,000, and with that action, I continued playing and winning. They kept making adjustments, and the official response is that, according to contractual conditions, the maximum is general, not just for the duration of the wagering requirement. This is clearly an abuse, since reducing the amount during the wagering requirement reduces your chances of completing it, and such a deduction causes immediate financial collapse.

The casino continues to claim transparency and that this is part of the bonus conditions, hiding behind its terms and conditions.

My claim is based directly on the fact that it is not well specified in the terms of the bonds themselves, and to this day it remains the same.

I have all the screen prompts and conversations. An assistant even took the time to tell me how the discount could affect me.

Acepte un bono que tenía un máximo de retiro de 400000.

Estaba descrtito en las condiciones del bono monto maximo de retiro 400000 total por qué tenía 200% sobre el monto de depósito más 100 fs que se dividen en 50. Con máximo de 100000

Y 50 más por 100000. Incluidos

Jugando para el requisito de apuesta mi saldo aumentó a 780000. Y por descuento por sistema me quitaron 50.000. Dejando. 280000 el waguer era de 2900000 con esa acción me maratón y segui ganando y siguieron realizando ajustes la respuesta oficial es que según condiciones contractuales el máximo es general no solo por el término del waguer. Esto es claramente un abuso ya que al reducir la cantidad durante cumplimiento de waguer te reducen las posibilidades de terminar y además un descuento así te produce un colapso inmediato

El casino hasta el día de hoy dice que es transparente y que es parte de las condiciones de los bonos se escudan en su tyc.

Mi i reclamo se vaso directamente en que no está bien específico en los términos mismos de los bonos hasta el día de hoy es lo mismo

Tengo todos los pronto de pantallas y las conversaciones. Incluso un asistente se dió el lujo de decirme. En qué me podía afectar el descuento

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me the exact link or screenshots of the bonus you activated and played with?
• Am I correct in understanding that immediately after you completed the wagering requirements for the free spin winnings, the balance was capped at the maximum allowed amount?
• Did your winnings from both sets of free spins exceed the stated maximum win limit of 100,000?
• Did you also win any funds while wagering the match bonus you received with your deposit?
• Was each part of your winnings capped at the applicable maximum limit immediately after the wagering requirements were completed?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

What's starting to get annoying is the constant, programmed barrage of responses with phrases of false empathy. It's a fact that by reducing the amount in the wager's fulfillment time, the final result is being manipulated, and chance no longer intervenes; it's a mathematical calculation that makes you think.

They call themselves an honest and transparent casino, yet they conceal the small detail of maintaining a numerical difference. And it wasn't just one discount; there were several, which also creates an effect that will work in their favor. It's a whole program planned for the casino's benefit.

Lo que empieza a molestar es la constante y programada muralla de respuesta con fraces de falsa empatía es un hecho que al generar la reducción del monto en el tiempo de cumplimiento del wager se está manipulando el resultado final y ya no inteevine el azar es un cálculo matemático da que pensar.

Se hacen llamar un casino honesto y transparentes y ocultan el pequeño detalle de mantener una diferencia numérica y no solo fue un descuento fueron varios lo que también provoca un efecto que te va afectar a favor de ellos es todo un programa planeado para el beneficio del casino

The complainant wasn't the one currently listed; it was someone else, but that's irrelevant. The main issue is that the amount deducted wasn't 50,000, but more than 480,000.

With the clear intention of affecting wager fulfillment in order to gain an advantage in wager fulfillment

El titular de la queja no fue el que aparece actualmente era otro eso da lo mismo el tema principal por otro lado no fueron 50.000. Los que se descontaron sino más de 480.000.

Con la evidente intención de afectar el cumplimiento del wager para aventajar el cumplimiento del wager

I have reviewed the Terms and Conditions of Mr Bet Casino, and this is what I found regarding the maximum cap on bonus winnings:

7.5.1 The maximum amount that can be withdrawn from bonus funds is capped at 200% of the bonus amount. Any winnings beyond this limit will not be eligible for withdrawal and will be voided.

7.9. The maximum winnings/profit from No-Deposit Free Spins, all No-Deposit bonuses and all additional bonuses to Achievements allowed for withdrawal, is limited to €50 or currency equivalent unless stated otherwise. We reserve the right to reduce your balance to an amount not exceeding the aforementioned €50 winning limit from No-Deposit Free Spins and bonuses. This reduction may occur immediately after a win or upon your request for withdrawal of the corresponding winnings. In order to withdraw winnings from the free bonus, you need to make 1 successful deposit.

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limits to be unfair and predatory, only when they are applied to a real money game; however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

If you do not agree with the way the casino capped your winnings, please request customer support via email to send you your gaming history in Excel format, starting from the moment you activated the bonus, up to the moment that you wanted to withdraw the winnings. Once you receive the file, kindly forward it to me at veronika.f@casino.guru. Thank you for your cooperation.

I bought that voucher; it wasn't a gift. And the maximum amount wasn't specified in the voucher's terms and conditions.

This one had a 200% return on the deposit, meaning 45,000 in cash and 100 FS. I managed to use the first 50 withdrawals.

Yo compré ese bono no era un regalo. Y el detalle de monto máximo no estaba estipulado en las condiciones del bono

Este tenía un 200% sobre el depósito osea 45.000 en dinero y 100 fs. Alcance a ocupar los 50 primeros giros

If the casino were as transparent as they claim to be, why not specify the actual terms directly?

Even so, it was a purchase, not a gift.

Si el casino fuera tan transparente como dicen ser por qué no especificar los términos reales directamente

Aún así era una compra no un regalo

Hello Raul45,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you so much for your support.

Muchas gracias por el apoyo

Thank you for your responses and for your patience while I was away from the office.

• Have you requested customer support via email to send you your gaming history in Excel format, starting from the moment you activated the bonus, up to the moment that you wanted to withdraw the winnings, as I asked you in one of my previous replies?

Why do you need that?

The discounts were applied through the app. They are shown in the images I sent.

No para que necesitas eso ?

Los descuentos los realizaron por la app. Están reflejados en las imágenes que envié

Thank you for your reply.

I understand that you have already provided screenshots showing the deductions applied through the app. However, the reason I asked for the gaming history is that screenshots alone do not show the complete sequence of events, including the balance changes, bets placed, wins/losses, and the exact moment when the deductions were applied in relation to the wagering requirement.

To properly review whether the balance adjustments affected your ability to complete the wagering requirement, we need the full game history from the moment the bonus was activated until the withdrawal request was made.

This information will allow us to compare the actual gameplay activity with the casino's explanation and determine whether the deductions were applied according to the bonus terms or whether there is any inconsistency.

Thank you for your cooperation.

Dear Raul45,

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.

I requested the logs from casino support, but they indicated that it takes time and that the team of specialists is reviewing the request.

Solicite los log al soporte del casino pero indican que toma tiempo que está revisando el equipo de especialistas la solicitud

Please forward me the communication between you and the casino customer support regarding your game history request to veronika.f@casino.guru. Thank you for your cooperation.

Dear Raul45,

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.