The player played in the casino and lost about €3900. He then asked for a bonus and received €100 in bonus money. He fulfilled the wagering requirements and won € 7955, but he was then informed that he had broken the maximum bet rule. His winnings were cancelled. We rejected the complaint because the player did brake the maximum bet rule.
Hyper Casino - Player lost his winnings due to a breach of Bonus T&Cs.
Amount: €7,955
Hyper Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 years ago
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4 years ago
Translation
I played in the Hypercasino on December 20th and lost 3900 euros.
After I asked for a bonus, I was credited 100, wagered 30 times. I then played in various slot machines and also blackjack, the system accepted everything. In the end, the system indicated that I had implemented the bonus and that I can withdraw the money. After high profit slot machines and black jack running, € 100 turned into € 7955. I was also able to request a withdrawal (if the bonus was not unlocked) any system would deny the withdrawal request. So I then applied for a payment. After 2 days a reply that I violated the bonus rules. Maximum bet 5 euros.
Therefore, find it very unfair, the system did not do anything and I was not prevented from placing higher bets. The total sum of 7955 euros was deleted, unfortunately I have not received a reasonable answer from the casino. Neither was I offered a friendly solution. Just the information I don't solve with MGA Gambling.
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4 years ago
Dear Wolfgang,
Thank you for contacting Casino Guru and bringing the issue to our attention. I’m sorry to hear that your winnings were cancelled. It is very common for casinos to limit the winnings from bonuses and implement other restrictions like the maximum bet rule. The casino can form their own T&Cs and set their own rules for the game play, especially when it comes to bonuses. You are right that it would be much easier for everyone if the casino just wouldn’t allow players bet more than maximum bet. We also write about that in our fair gambling codex: https://casino.guru/fair-gambling-codex-for-casinos#max-bets. Unfortunately, not many casinos support this feature and players have to read the Bonus T&Cs instead. If you broke the maximum bet rule, there is not much we can do. I wish I could help more.
Best regards,
Peter
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4 years ago
Dear Wolfgang,
We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.
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4 years ago
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Hello, unfortunately I couldn't find a comparison with the casino. I have now hired a lawyer from Malta. Who takes over the case ..... greetings wolfgang
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4 years ago
Hi Wolfgang,
I will contact the casino and we'll see what can be done in this matter.
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4 years ago
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Thanks Peter, that would be very nice if you can contact the casino too. I don't think Hyper Casino's approach is correct. In this case, I wasn't even offered a goodwill solution. Greetings from Austria Wolfgang
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4 years ago
Hi Wolfgang,
The casino will send you an email soon. Please keep me updated.
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4 years ago
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Thank you Peter, as soon as I have a message from Hyper Casino, I will contact CasinoGuru.
I hope that we will find a solution for a goodwill, otherwise it was at L&L Europe Ltd. License always satisfied. Payout times especially exemplary.
Very interesting L&L Europe Ltd. Operates 9 casinos
www.casinocasino.com
www.allbritishcasino.com
www.karlcasino.com
www.hypercasino.com
www.funcasino.com
www.yeticasino.com
www.norskeautomater.com
www.yakocasino.com
www.nobonuscasino.com
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4 years ago
Hi Wolfgang,
Has there been any news? Have you received any email from the casino?
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4 years ago
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Hello Peter, unfortunately I have not yet received an email from hypercasino.com.
Also from L&L Europe Ltd. I haven't received an answer yet.
I think I'm a good customer, I have an account at all 9 casinos.
Maybe I have to wait a bit longer, it will probably be clarified internally via the manager.
Lawyer is already working on this case.
I also switch MGA Gaming Authority if we don't find a solution.
According to the system, the bonus was implemented, in today's computer-controlled world the system has to recognize this immediately if a player violates these conditions. Everything else is unfair to customers.
These casinos can only survive through satisfied customers (players).
I have proof of everything and screen shoots, but my account was not blocked. I have also done nothing wrong.
As soon as I have an answer from the casino, I will put you online.
Greetings from Austria Wolfgang
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4 years ago
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Hello Peter, today 31 January 2020 now an answer from the casino. According to my screenshoot, the entire bonus was implemented. The system says that 7955.39 euros were implemented. I could even pay the whole thing out. The payment was then deleted and the entire credit was deleted.
Such a complex computer system has to recognize this if you violate bonus conditions.
Everything else is very unfair to the customer.
Therefore, it would be very good if you could speak to the casino again. lily.blake@hypercasino.com
Greetings from Austria
lily.blake@hypercasino.com
Fri 1/31/2020 8:42 AM
- You
Game list.pdf
355 KB
Hello,
we got information from casino.guru website that you have posted the complaint.
Wolfgang, we totally understand your situation and your feelings, but the wining has bee confiscated from your account since you have broken general terms and conditions of the casino (place bets with are higher then 5 eur with active bonus).
Please find history of your gameplay attached.
Due to GDPR policy casino administration are not able to publish this information on the forum and thus, we are sending it to you. You are welcome to decide yourself whether you would like to publish it or no.
Kind regards,
Lily
VIP Team, Hyper Casino
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4 years ago
Hi Wolfgang,
Thank you for the reply. If the casino sent you the evidence including the game history confirming that you broke the maximum bet rule, there is really nothing we can do. You are right that it would all be much easier if the casino automatically would't let you make bets over max bet or if the whole betting system was "fail-proof". Unfortunately, not all casinos are there yet and it will take some time for them to improve.
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4 years ago
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Hello Peter, thank you for your efforts for the first time. Your stake is really very good.
It may be that I have exceeded the maximum bet. But you have to say very clearly here that the computer system has shown it to be implemented. What counts for me is what the system says. It is clearly implemented in the credit bonus. This is of course a statement against a statement. But I think it would be more than fair if the casino offered me a comparison offer.
On the one hand I exceeded the maximum bet, on the other hand the computer system failed completely.
Therefore, I think that should also be included in the casino group rating.
Here the casino group L&L Europe clearly tries to pull out of the affair and deletes the entire balance ...... simply unfair.
Greetings WOLFGANG
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4 years ago
Dear Wolfgang,
I understand your point of view. Unfortunately, this is how it works in most casinos. A player's game-play gets checked in the moment when the player makes a withdrawal. This is why you could still see your balance of €7955 when you wanted to withdraw your winnings. I'm sorry but I can't penalize the casino for this. The casino can form their own T&Cs and set their own rules for the game play, especially when it comes to bonuses. I will have to reject your complaint. If you will submit a complaint with the gaming authority, let me know about their verdict (peter.m@casino.guru).
Best regards,
Peter
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