HomeComplaintsGolden Star Casino - Player’s winnings from promotional play have been voided.

Golden Star Casino - Player’s winnings from promotional play have been voided.

Amount: €6,900

Golden Star Casino
Safety Index:Above average
Submitted: 05 Sep 2020 | Case closed : 16 Sep 2020
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

4 years ago

The player from Greece has been accused of breaching bonus T&Cs by placing a higher single bet than allowed.

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4 years ago
Translation

By making a deposit of 100 euros I received another 100 as a bonus and while there is a term that says that first the real money is used and after the money bonuses I managed to make 7000 in the first 20 euros. My casino confiscated the money because they said I should play with a bet of 1 euro I was playing with more. But the money never reached less than 100 euros so that I could play with money from the bonus despite that and while there is a term that says that I use the real money first my casino confiscated my money

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4 years ago

Dear elenamast,

Thank you very much submitting your complaint. I’m sorry to hear about your problem. I have checked the General Bonus T&Cs (https://goldenstar-casino.com/bonus-terms-and-conditions) and this is what I found:

"Limitation of the maximum bet while wagering is EUR 1 / USD 1 / AUD 1.5 / CAD 1.5 / NOK 10 / PLN 4 / NZD 1.5 / CZK 25 / ZAR 15 / JPY 120 / KZT 425 / KRW 1,300 / 0,00015 BTC."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

Sadly, there is not much I can do to support your case at this time. The bonus rules apply from the moment you activate it and it doesn’t matter whether you paly with a real or bonus money first.  I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. Please do not hesitate to contact me if there is anything else, I could do for you in this matter. Thank you for your understanding.

Best regards,

Kristina

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4 years ago
Translation

but from the moment that there is this serum with the maximum bet I can not understand why below there is also a serum that first I play my real money

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4 years ago
Translation

Please also read the term 1.14 in the general terms. This is the reason why I started playing with a bigger bet

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4 years ago

As I explained in my previous message, the bonus rules are applied from the moment you activate the bonus. When you start playing, the maximum bet rule has to be followed regardless of whether you start betting with the deposited amount or the bonus amount.


I am sorry, but if you are aware of breaching the maximum allowed bet, there is nothing I can do for you.

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4 years ago

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

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