The player from Germany has been accused of breaching bonus terms by placing a single bet greater than 30%. We rejected this case because the player didn't provide the game history and stopped responding to this complaint.
Jellybean Casino - Player’s winnings from the bonus have been canceled.
Amount: €215
Jellybean Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Hello, after registering at the casino "jellybean" I received € 12 credit without deposit.
After I had fulfilled the bonus conditions and was able to make a profit of € 215, I gave this profit for payout. The next day, the profit was completely deducted and canceled. The reason given by the casino was: Violation of the bonus guidelines.
I would have the max. Bet of 30% of the € 12 bonus exceeded.
Total joke. My stakes were always between € 0.2 and max. 1 €
In the game "Take The Bank" I played 1 x Future Games worth € 5.4. With a stake of € 0.4
That's 15 free spins at € 0.4 each
Therefore, my entire profit of € 215 was canceled.
A bet of € 5.4 as the casino claims is not possible in the game.
My emails are ignored and there is no help in live support.
Automatic translation:
Public
Public
3 years ago
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
Public
Public
3 years ago
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.
