Jackpot Village Casino - Player’s winnings from bonus have been cancelled.

Mir wurde per Mail mitgeteilt, daß mein Gewinn von 800€ nicht ausbezahlt werden würde, da ich gegen die Bonus Regeln verstoßen habe. 

Ich soll über 5 € gespielt haben! 

Was nicht stimmt. Meine Höchsteinsätze waren 2 und 3 €. 

Achtung vor diesem Casino. Hier wird bewusst betrogen. Man sollte denen die Lizenz entziehen und diesen Sachverhalt, den anscheinend viele haben überprüfen lassen, durch eine Behörde. Dieses Casino verdient Ihr Geld mit Betrug!!! 

Dear Mike,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked promotional terms, and this is what I found:

"The maximum bet allowed whilst the welcome bonus is in play is 5€. Should you bet higher than this while the welcome bonus is in play, we reserve the right to confiscate all winnings."

Our position 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.

On the other hand, we think that this rule should be enforced at software level, i.e., that the casino's software or website shouldn't let players place higher bets than the limit. This is one of our requirements for 'fair and safe casinos'.

If software enforcement is not possible, each case should be judged separately, so that only players who have broken the rule knowingly and systematically to gain an advantage are punished.

Mike, please could you forward your game history from the bonus play together with a link of the specific bonus that you have redeemed and played? My email address is petronela.k@casino.guru. Thank you in advance for your reply.

Best regards,

Petronela

Dear Mike,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.