Lady Aida Casino - Player’s winnings from a bonus have been cancelled.

Played using own funds and bonus with massive wagering required. Won around 38k wagering complete. Withdrew 1458. Went through verification fine. They paid only £50. Wouldnt tell me in writing but called to say my winnings were void because I placed £15 bets. Said they would only pay £50 and voided all of the winnings. Asked them for complaint procedure and haven't received it.

Dear Lucille,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the casino’s T&Cs (https://www.ladyaida.com/bonus-terms-conditions/) and I found the rule:

„In the interest of fair gaming, a maximum of £10 per bet rule is applies (unless specifically mentioned otherwise). Breaking this rule during a bonus playthrough will cause your winnings to be voided."

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.

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

Could you please indicate whether you placed bets higher than £10 during the bonus game-play?

Thank you in advance for your reply.

Best regards,

Kristina

Hi Kristina. I really have no idea. I was placing large bets at one point so I can tell you that I placed bets over £10 however there is nowhere on the site to see what remains of your wagering requirements. You literally have no idea when they are spent. So I cant tell you if I still had wagering requirements.

Lucille, thank you for a quick reply! Do you have access to your game history? I can have a look at it, if you forward it to me. My email address is kristina.s@casino.guru.

Hi

I'll have to request it because there is nowhere on the site where you can access it. Bear with me

Can I email this as they have sent it to me by email and I cant download it on my phone.

Lucille, thank you very much for your game history. I am sorry, but there are multiple bets higher than allowed and many of them ended up winning.

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

Sadly, there is not much I can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. Please do not hesitate to contact me if there is anything else, I could do for you in this matter. Thank you for your understanding.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.