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I had a 150 % bonus and wagered it all. The casino confiscated the amount above what was allowed to win on the bonus the minute the wager was done. I then continued playing and won up to 1000 euro after the wagering was done and after the casino had deducted the money above allowed winnings for the bonus. When I requested a cashout they took 400 euro more from my money and only payed out 600 euro even though I had won the money after the wagering and after they already had lowered the amount.

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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 a link or a screenshot showing the bonus you activated and played with?
• To what exact amount were your winnings capped after you finished wagering the bonus?
• Did you receive any pop-up notification, warning, or other message informing you that you should withdraw the bonus winnings and that the winnings cap would apply even after wagering was completed?
• Have you made any successful withdrawals from this casino before?
• Have you contacted the casino customer support regarding the confiscation of your winnings?

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

Dear Royal75,

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,
Veronika
Casino.Guru