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Hello I play this casino often and used a deposit bonus and deposited $150 the terms and conditions stated clearly u must wager 35 x deposit amount plus the bonus combined and you can only withdraw 35 x the amount u deposited then it states u can’t play some games with the bonus I used nowhere does the attached terms and conditions say there is a bet limit while playing with a bonus . I won and kept $5000 in my account knowing I could only withdraw 35 x $150 = $5250 and u can only withdraw $2500 at a time so I made the request to withdraw $2500 and my account kyc customer requirements had all been confirmed and accepted and I thought the withdrawal was going thru but 7 days later I still hadn’t received any money so I contacted the casino and they said I breached the bonus terms and conditions by making bets that were to much $20 more and so on but nowhere in the bonus terms and conditions does it state there is a bet limit amount attached but they told me there was and I couldn’t withdraw any money. They state the terms and conditions are on their website but I didn’t see any or kno of any I breached so they must put them somewhere hidden away sneakily or something and then allow u to claim bonuses and make large bets rendering yourself unable to withdraw winnings never once when I made any bets did it say u can’t bet this much or prevent me from doing so but it doesn’t allow u to enter the games stated in the terms an conditions showing a pop up page saying I can’t play this game I think it’s intentionally deceiving and very unfair to operate in this way. Now they have contacted me and said I can have $300 free bonus if I accept the bonus terms and conditions I believe because they knowingly dupe people allowing them to believe they are going to get a payout only to inform them of some hidden sneaky terms and conditions

Dear Franky23,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. 

I checked the bonus terms and conditions of the casino and I found this: https://winportcasino.com/bonus-terms

"The maximum bet allowed when playing with an active No-Deposit Bonus is $5 (five dollars) for all types of games. Other bonuses (all kinds of Deposit Bonuses and Cashbacks) allow up to $10 (ten dollars) maximum bet for Slots Bonuses and up to $25 (twenty-five dollars) maximum bet for Cards. Maximum bets for VIP Player Classes may vary, so please see your Player Class conditions for more information. Betting above the limit will result in the voiding of the bonus and all associated winnings."

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: 

"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 with the communication about how the casino informed you about what the maximum bet was supposed to be. My email address is tomas@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,

Tomas

Dear Franky23,

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 was never informed of any bonus conditions or terms only terms I was aware of were the ones attached to the bonus when I deposited I t stated all the other terms and conditions why purposely leave the bet limits out of the bonus conditions I strongly believe as a loophole to deny payouts

Check out the bonuses on the website and read the attached conditions and terms the state playgthrough requirements, payout limits , cash back bonus limits , games not allowed to be played with bonus money, and how u can only withdraw certain times wat I deposit never ever say anything to bet limits

And they offered me a $300 bonus only if I aggre that I accept their terms and conditions if they were in the rite they would not say that to me they know they were sneaky and deceiving the way they state terms and conditions I still have not and will not accept their free bonus nor will I play there again, they accepted so many deposits of mine and I have regularly placed bets of over $10 with bonus money and it never was a problem UNTIL I TRIED TO WOTHDRAW. !!!

It’s not rite and it’s far from fair play to operate a online business that is almost untouchable and never ever held to account due to the fact they are online and can basically do wat they please to suit themselves I can remember back ten years when casinos online were credible and would actually pay out players if u had verification completed but not anymore it’s a industry full of rogues and charlottenes operating from some country u have never heard of with no physical way to contact them

Can you please specify which games you played and what was the amount of your bets during wagering of the bonus?

I am sorry you are upset, but I already explained our position.

Our options to help you if this rule is breached are completely dependent on the extent of the breach.

If you bet mostly bets above the maximum bet rule we unfortunately cannot help. If however, you bet only a few bets above the limit set by the casino, we'll try to argue in your favor.

I kindly ask you to cooperate, in answering my questions, otherwise, I see no other recourse in trying to help you with the issue.

Please note this is also a warning that this kind of language will not be tolerated, and one more attempt to verbally assault or intimidate any Casino.Guru professionals will result in your profile being permanently blocked on our website. We are here to help players and have zero tolerance for such behavior.

Log into the casino and click on one of the advertised bonuses and check the terms and conditions attached to the bonus it does not state any minimum or maximum bet amount it’s a scam u tell me who scans thru every part of the website looking for hidden terms and conditions when they are included in the bonus advertisement but purposely exclude the bet limit amount can u at least do this please then u tell me if u honestly believe it’s not misleading and sneaky it’s appalling and jus another way these rogue casinos Deny payouts

And they offered me the $300 bonus only if I ——-quote " aggreed in writing by email that confirm I accept their terms and conditions includy bet limit amounts on bonus money"—— wat an absolute joke…. Please like I said log in click on the bonus read all the attached terms and conditions and if u can see Anything at all about bet limits ill eat my own jocks please can u jus do this one thing I ask

I wish I could be of more help. Please understand we can only help you if you cooperate with us on the resolution. The information is key for us to consider your complaint as we can proceed only if the breach of the maximum bet is limited.

In other cases, we, unfortunately, understand a slight advantage over the casino by the players breaching this rule can be achieved, and in such cases, we believe the casino is justified in adhering to its terms and conditions regarding maximum bet.

I hope that clarifies our position. I'll await your reply.

I’m not trying to intimidate anyone I’m jus asking you can u please log in and click on a bonus and read all of the attached terms and conditions and tell me where it says anything about bet limits that’s all. A casino that puts terms ans conditions in their frequent ask questions section and not attached to their bonus is sneaky and clearly not participating in fair play gaming why would they state so many terms and conditions attached to the bonuses but somehow forget to put the bet limit conditions in also. I understand rules are rules but common sense is also common sense just like sneaky is sneaky

You can cancel the case I’m sorry if I offended u in any way , it’s jus so frustrating when u spend the amount of money I did with one particular casino never playing anywhere but the one casino and time and time again I did large bets with bonus money and was never pulled up or informed of the rules as I jus assumed the terms and conditions they attach to their bonuses were the actual genuine terms and conditions I was never aware I needed to search their website or investigate to be informed of all the terms and conditions they attach to their bonuses and after finally winning not a large amount only $4500 which is considerably less than the amount I have depositeD over the period I was playing the casino and waiting a week or 2 checking my bank daily I contacted the casino only to be told I had breached a rule I was not aware of was a big let down and I believe it is unfair the way they display their terms and conditions. They offered me a free $300 bonus if I emailed them and said I have no claims against them and I accept their terms and conditions but I have refused that and won’t accept it. Thanks for your help I appreciate your time and effort 👍

I completely understand your frustration.

Some terms and conditions can be hidden and breaching them might void your winnings. You'll do best if you always check the terms of bonuses you accept in casinos you are not yet familiar with.

Currently, we don't penalize casinos that void winnings for breaching the max bet rule and in cases when breaching is not severe we ask casinos to be lenient and not void all the winnings.

I am glad the casino offered compensation in your case.

As per your request, we'll close the complaint.

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru