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I have tried to withdraw $6000 and $3000 of my winnings and now I’m being told it’s confiscated. I used a bonus in the beginning but bet enough to finish said bonus and now I’m apparently in breach because of exceeding the 5 eur bet limit which if it’s a limit why would they allow you to bet more than that. My withdrawals were rejected and confiscated and now no longer exist and no assistance from the support team. I either get ignored or unhelpful information

Dear Melloncolli, 

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. The maximum bet while wagering is €5 (or equivalent in another available currency) unless otherwise specified. The maximum bet limit includes bets doubling after a game round has been completed and bonus rounds (purchased within the game). Breaching the maximum bet rule leads to all winnings from the bonus being confiscated and the deposit being refunded.

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 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

Dear Veronika

thank you for the reply

I have sent an email to you

Thank you for your emails. I appreciate the effort you’ve made in providing the screenshots.

To proceed with the investigation, however, I kindly request your gaming history in Excel format, starting from the day you began wagering the bonus that led to your accumulated winnings. You can reach out to the casino and ask them to provide this file. Once you receive it, please forward it to me at veronika.f@casino.guru.

We will review the data to determine if the maximum allowed bet was exceeded during your gameplay.

Thank you for your cooperation.

Awaiting gaming history but have attached in an email my deposit and withdrawal history

Yes, I understand. However, we need to review each bet of your gameplay with the bonus to determine if the maximum bet rule was breached. If you placed multiple bets exceeding the maximum allowed limit stated in the Bonus Terms and Conditions, and your winnings were a result of these bets, we won’t be able to assist you further.

Thank you for your understanding.

Dear Melloncolli,

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 have finally received the betting history from rollxo and have emailed it to you

Thank you for sending me the gaming history. After a thorough review of the file you provided us with, we came to the conclusion that you breached the maximum bet limit multiple times and many of your bets ended in profit. Due to this reason, your complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards

Veronika