Fight Club Casino - Dispute over bonus games causing withdrawal issue.

Habe angeblich mit Bonus 22 Euro gesetzt was ich aber nie mache.

Habe das spiel mit 2 Euro gespielt und 10 Bonusspiele bekommen die Pro Spin auch 2 Euro abziehen so mit kommt man auf die 22 Euro weil die nicht einzeln gelogt werden ist das den wirklich so zu sehen?

Dear larskoranski,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found (here):

2.2. The maximum bet while wagering is 5 EUR, unless otherwise specified. The maximum bet limit (5 EUR) 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 confiscated.

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet.

Please do not hesitate to forward your game and bonus histories along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi mir wurde wie beschrieben meine Auszahlung gesperrt .

Hier die Mail

Dear Lars,

We found out that you have exceeded the maximum bet while playing with an active bonus.

Unfortunately, it is a violation of our T&C. You can find the list with all bonus terms on our website. Due to this violation, we had to confiscate your winnings and correct your balance to the amount, you had on the balance before maximum bet breach.

Please, order an entire sum for withdrawal, as any further winnings gained from this sum will be counted as gained from the bonus and be a subject to void.

We kindly ask you to observe our Bonus Terms & Conditions and be more attentive next time, and do not violate the max bet rule.

We hope for understanding.

Best regards,

FightClub Casino Support

Thank you, larskoranski, for your reply. Could you please forward your game history to petronela.k@casino.guru? You can, of course, forward any relevant communication too. Looking forward to hearing from you.

Thank you, larskoranski, for the forwarded communication. Could you please forward your game history too?

Der ist in der email mit link drin

Thank you very much, larskoranski, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello larskoranski,

I am sorry to hear about your troubles.

When I checked your game log I found multiple higher bets than 5 EUR .

All are on game Roll the Dice and connceted with 135% Exclusive Bonus.

When I check the game it is impossible to make a bet of 22 or 42 EUR.

(Maybe it could be because you triggered bonus 10 Free Spins and 42 could be for Triggering another 10 Free Spins from already triggered Free Spins.)

I would like to invite the casino representative into the case:

Dear Casino representative, could you please check the game log and explain how larskoranski could make a bet of 22 or 42 EUR?

Thanks.

So mit dem Support kann ich nicht mehr schreiben bekomme immer den Text mit den 5 Euro und man will den Fall auch nicht Prüfen lassen .

Kleines Update

Geld ist wieder auf meinem Casino Konto.

Auszahlungen werden aber zur zeit nur schleppent bearbeitet.

Habe bis jetzt nie länger als 24h gewartet jetzt kann mir der Live Chat nicht mal sagen wie lange das ca. dauert

Obwohl ich ja die Auszahlung schon letzte Woche getätigt habe wenn da nicht das Problem gewesen wäre

Dear Casino Guru and Player

We have deeply checked the case.

Despite the exceeding the maximum bet while playing with an active bonus , casino management have made a decision to pay the whole sum of winnings to the player.

Withdrawals have been already proceed via bank transfer. Bank transfer usually takes from 3 to 5 business days.

Thank you for your patience and understanding.

Danke für die Antwort leider habe ich noch keine Bestätigungs Mail für die Auszahlung bekommen hoffe das sich das heute noch erledigt.

So danke für die Hilfe Geld ist auf dem Konto.

Dear larskoranski,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Matej

Casino.Guru