The player from Italy had won a €4,500 jackpot and met the wagering requirements after receiving a €150 bonus, but the casino confiscated the winnings due to exceeding the maximum bet limit of €5 with bonus funds. The player acknowledged the rule but argued that it was rarely breached and aimed for the resolution of getting the remaining winnings beyond the initial refunded €150 deposit. We reviewed the game history and found a breach of the maximum bet rule. Therefore, the complaint was rejected.
Fortune Play Casino - Player’s winnings have been confiscated.
Amount: €3,400
Fortune Play Casino
Safety Index:Above averageSafety Index
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 months ago
Public
Public
5 months ago
Translation
Hello, I deposited 150 euros and received a bonus of 150 euros, so I started playing the slots.
After a while, with a bet of 3 euros, I won a jackpot of 4500 euros. I then met the wagering requirements (40X) and requested a withdrawal.
Today, they emailed me saying that the winnings were confiscated because I exceeded the maximum allowable bet with a bonus balance of 5 euros.
I then went to read their terms and conditions and saw that the maximum bet is indeed 5 euros.
I recall placing very few bets above this limit.
Nowhere in their regulations does it state that exceeding the maximum bet can result in the confiscation of winnings.
Indeed, I should have noticed the 5 euro maximum bet rule earlier, but I truly did not place many bets above that limit.
Additionally, I played much more than the required 40X.
I hope this can be resolved somehow.
Thank you.
P.S. Only the initial 150 euros I deposited have been refunded, instead of the 3400 euros I attempted to withdraw.
Automatic translation:
Public
Public
4 months ago
Dear fabcrx82,
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. Limitation of the maximum bet while wagering: 5 EUR (5 USD; 50 NOK; 7.5 AUD/NZD/CAD; 400 RUB; 100 ZAR; 500 INR, 30 BRL, 0.00012 BTC, 0.003 ETH, 0.09 LTC, 0.025 BCH, 75 DOG, 5 USDT, 12.5 XRP, 0.02 BNB, 20 ADA, 70 TRX). Max. bet limit includes bets doubling after a game round has been completed, bonus rounds (purchased within the game).
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 together with a link to the specific bonus that you redeemed and played. My email address is tomas@casino.guru You should be able to request your game history from casino support.
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
Public
Public
4 months ago
Thanks for your patience.
We reviewed the game history you sent but unfortunately will have to reject your complaint based on our findings of breach of terms and conditions.
Since it appears the breach of the maximum bet is not accidental, we won't contest the casino's decision to enforce its rules on this occasion.
I am sorry for the disappointing result of your complaint, and I hope similar issues avoid you in the future.
Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards
Tomas
Casino.Guru
