Incognito Casino - Player's winnings have been confiscated.

Dear Casino Guru Team,

I am reaching out to seek your assistance as a third-party mediator in resolving a dispute with IncognitoCasino.io regarding the confiscation of my winnings. Below are the details of my case:

Casino Name: IncognitoCasino.io

Transaction ID: e56ad0ee-73d6-46ee-8e1e-5e8d6049e416

Amount in Dispute: €500

Issue Summary

1. Confiscation of Winnings:

My winnings were confiscated on the grounds of breaching the casino’s bonus terms. Specifically, the casino claims I placed bets exceeding the €5 limit while using bonus funds.

2. Lack of Transparency in Terms:

While the bonus terms state a maximum bet of €5, they do not explicitly mention the consequences of exceeding this limit (e.g., forfeiture of winnings).

The casino cited a general clause (Point 10 of the bonus terms), which allows them to void winnings for any breach. However, this clause is overly broad and does not directly tie to the €5 bet limit mentioned in Point 4.

3. Disproportionate Penalty:

I believe the penalty applied is excessive and unfair. A more appropriate action would have been to void only the winnings associated with bets exceeding the limit, rather than confiscating the entire balance.

4. Customer Support Interaction:

I raised this issue with the casino's live chat support on multiple occasions, requesting escalation to a manager or complaints team. However, my requests were denied, and the responses were dismissive, leaving me with no resolution.

Desired Resolution

I request the reinstatement of my winnings, as the penalty applied is not explicitly outlined in the casino’s terms and conditions, nor is it proportionate to the alleged breach.

Your assistance in mediating this issue would be greatly appreciated, as I hope to resolve this matter amicably without further escalation.

Thank you for your time and support. Please let me know if you need any additional information or documentation to proceed.

Best regards,

Catalin ****

Dear Fairplay.NoWorry,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

Our position regarding the maximum bet rule 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

Please allow me to ask you further questions:

• Do I understand correctly the casino restored the bonus amount and allows you to wager it again after the progress reset?

Thank you in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.