Jellybean Casino - Player’s winnings from the bonus have been canceled.

Hallo, ich habe nach meiner Registrierung in dem Casino "jellybean" 12€ Guthaben ohne Einzahlung erhalten.

Nach dem ich die Bonusbedingungen erfüllt hatte und einen Gewinn von 215€ erzielen konnte, habe ich diesen Gewinn zur Auszahlung gegeben. Am kommenden Tag wurde mir der Gewinn komplett abgezogen und storniert. Als Begründung gab das Casino an: Verstoß gegen die Bonus Richtlinien.

Ich hätte den max. Einsatz von 30% von dem 12€ Bonus überschritten.

Absoluter Witz. Meine Einsätze lagen immer zwischen 0,2€ und max. 1€

In dem Spiel "Take The Bank" hatte ich 1 x Future Games im Wert von 5,4€ getätigt. Bei einem Einsatz von 0,4€

Das sind 15 Freispiele a 0,4€

Deshalb wurde mir mein kompletter Gewinn von 215€ storniert.

Einen Einsatz von 5,4€ wie das Casino behauptet, ist in dem Spiel gar nicht möglich.

Meine Emails werden ignoriert und im Live Support bekommt man keine Hilfe.

Dear Said,

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:

"Placing single bets equal to or greater than 30% of the value of the smallest bonus credited to the player account, prior to the total wager requirement for that balance having been met"

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 are sure you didn’t breach this rule, please forward me your game history. My email address is kristina.s@casino.guru.

If there is any relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Kristina

Said, thank you very much for your email, however, I haven't received the game history. Would you be so kind and forward it as well? This evidence is necessary for us to evaluate this case.

Additionally, I would like to ask to reply to your submitted complaint inside the existing thread and not by sending emails, unless you’d like to forward any relevant communication. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. You can reply to this existing complaint by following "Link" from the notifications which have been sent to your registered email.

Your cooperation in this matter is highly appreciated. 

Dear Said,

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 forced to reject this case because the player stopped responding to the complaint and didn't provide the required game history. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.