firevegas Casino - Player's winnings confiscated over betting limit.

Absolutely ridiculous. I won $3000 tried to withdraw. They told me because I bet more than $5 I was unable to withdraw and they just took the money from my account. Please avoid this casino they will just take your money even if you win.

Dear Jacobervin,

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):

2.3

"Irregular play" includes, but is not limited to, any one of the following types of play:

• Placing single bets in excess of 20% of the value of the bonus credited to your account until such time as the wagering requirements for that bonus have been met unless otherwise stated. For example, if you received a bonus of CA$200, then the maximum bet that can be placed is CA$40. The 20% rule does not apply if the bet size is less than CA$5;

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

Are you able to assist

Here are the withdrawal ID’s

$1000 - 32845498766

$200 - 32845436871

Thank you, Jacobervin, for the forwarded screenshot. Please understand that in order to proceed with this case, I will need your entire game history showing the entire bonus game session. Could you please request and forward it to petronela.k@casino.guru at your earliest convenience? Meanwhile, please advise how much was your last deposit and the rewarded bonus.

I sent you an email

If you can't provide the entire Game History, would it be possible to forward a screenshot of your redeemed bonuses, please? I'd like to check how much were the bonuses and to calculate how much was your maximum bet allowed. Thank you in advance.

Dear Jacobervin,

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 we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.