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I deposited 50 euros with a bonus 100, in dozens of hours I implemented the shitty 3000 euros Wagner and in the end I still had 800 euros. These were confiscated because I once played for over 5 euros. Is that right? Although the question is probably unnecessary with such overseas criminals.

Ich habe 50 Euro eingezahlt mit Bonus 100, in dutzenden Stunden hab ich die scheiss 3000 Euro Wagner umgesetzt und am Ende hatte ich noch 800 Euro. Diese wurden konfesziert weil ich einmal über 5 Euro gespielt habe. Ist das rechtens? Obwohl die frage erübrigt sich wohl bei so Übersee Verbrechern.

Dear Dennis,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked general bonus terms and conditions, and this is what I found https://www.nyspins.com/fi/bonussaannot:

"When playing with the bonus, you are allowed to bet up to € 5 / $ 5 / £ 5/50 SEK / 50 NOK / ₹ 500 per round (or equivalent currency). The bet limit is valid until the bonus is fully wagered. This limit also includes doubles and the purchase of bonus features in games such as White Rabbit."

Could you please forward your game and bonus histories? My email address is petronela.k@casino.guru. Which exact bonus you have redeemed and played?

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

Best regards,

Petronela

Thank you, Dennis, for your reply. I’m sure that winnings haven’t been transferred to some other account but cancelled, meaning erased.

Since you claimed that you’ve placed only one bet over the allowed maximum it would be preferable for us to have your game history before we contact the casino. If you could download it or request it from the casino beforehand, it would be very much appreciated.

Please understand that if the maximum bet rule has been breached more than once, and not by a mistake on one occasion, we stand no chance in this case. We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

If you are aware of placing more than one higher bet then the allowed one, sadly, there is not much we can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

Please let me know, if you believe it was an isolated incident when you have placed a higher bet. Ideally, forward your game history. Looking forward to hearing from you. 

Dear Dennis,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.