The player from Germany had claimed a 200% bonus and had been informed by the casino that there was no maximum cash-out rule with this particular bonus. Despite this, the player had found the balance capped at 1,000€, representing a loss of 7600€. The player had argued that this was due to misinformation from the casino. However, we had found that the general bonus terms and conditions, which included a maximum cashout condition of €1,000, always took precedence over information provided via live chat. Despite the player's dissatisfaction with the outcome, we had to reject the complaint due to the terms and conditions stipulated by the casino.
Live Casino - Player’s winnings were reduced due to an unexpected cashout limit.
Amount: €7,620
Live Casino
Safety Index:Below averageSafety Index
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5.1
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
9 months ago
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10 months ago
Translation
Hello everyone. Yesterday, I took advantage of a 200% bonus. I made a 100€ deposit with a 200% bonus which started at 300€ and a wager of 8000€. The live support informed me that there is no maximum cash-out for this bonus and it has a maximum bet of 20€. I have received all conversations as history in an email again. However, today my entire balance was capped at 1000€. I find it hard to accept as this represents a loss of 7600€, especially when the support explicitly told me that this bonus has no maximum cash-out. If there was one, or if the support had informed me that the bonus has a maximum cash-out of 1000€ instead of none, I would have chosen a different game strategy and certainly not hit so high. I just wrote in the live chat with another support agent who referred to this statement from his colleague yesterday and informed me that he would forward this matter and I should please leave the 1000€ in place for now and contact them again this evening. I've decided to also inform you about this. Unfortunately, I could only upload one screenshot here. However, I have several. As soon as you get in touch with me, I will send the remaining screenshots. I really hope you can help me. Regards
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10 months ago
Dear khalidzaoui53,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I have checked the general bonus terms and conditions, and this is what I found (here):
The maximum winnings that will be paid out resulting from any other deposit bonus will be 1,000 EUR/USD/CAD/NZD, 155,000 JPY, 20,000 ZAR, 500,000 KZT, 4,500 PLN, 88,000 INR, 100000 RUB.
I would like to emphasize, that according to our Fair Gambling Codex, we consider the imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash-out from a bonus play.
- Could you please advise how did you learn about the bonus? Was it sent to your email or was it displayed on the casino website for all the players?
It's important to note that the general bonus terms and conditions take precedence over any information provided in a live chat. While I agree that casino staff should provide accurate information, it's crucial to prioritize the maximum cashout rule if it's explicitly stated in the general bonus terms or a promotional email, rather than relying solely on live chat responses.
If you have any relevant communication or supporting evidence indicating that no maximum cashout was clearly communicated when you were activating the bonus, please feel free to forward it to my email address at petronela.k@casino.guru.
Thank you in advance for your reply and I hope we will be able to help you as soon as possible.
Best regards,
Petronela
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.
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10 months ago
Translation
Hello Petronela. I wrote you an email with the attachments and an explanation. I do not accept this Max Cash out in this case. I ask you to help me. Thank you ☺️
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10 months ago
Hi khalidzaoui53,
Thank you for forwarding the relevant communication. I will wait for an update from you.
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10 months ago
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Hello Petronela, I won't let up in this case because it was misinformation from the casino. I have now contacted management. The casino is also apparently trying to find a solution because they have admitted it. There was already an attempt by the casino to refund me the money due to the incorrect information, but this did not work for technical reasons. Now I'm waiting for an email response from their management and again they asked me not to pay out the €1000 and for an answer. waiting . Please help me to at least find a solution (for example, to recover half of the amount or, at best, the entire profit). Greetings
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10 months ago
Hi khalidzaoui53,
- Could you please advise how did you learn about the bonus? Was it sent to your email or was it displayed on the casino website for all the players?
- Could you forward the promotional email or post a specific link to the bonus offer?
Thank you.
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10 months ago
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Good day . No, it wasn't an ongoing offer for every player. It was a special offer that was distributed to some players via email, which is why the chat wrote "This is not specified as I can see there is no max cash out" ... the other bonuses actually have a max cash out but this bonus was specified as specifically with no max. cash out. I think the system that processes the payouts didn't recognize this and capped the balance at €1000. It is logical that the casino then says "yes, there is a max cash out on it". You should find a fair solution for both. So for the player and for the casino. And €1000 out of €8600 is not fair. In addition, with a correct cap, the balance is automatically capped immediately after the end of the game. This is how it is with every n1/dama page. In this case it was only capped after the payout.
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10 months ago
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Hello . The screenshot cannot be uploaded. For whatever reason . I will send this to the email you left me before. P etronela.k@casino.guru
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10 months ago
Hi khalidzaoui53,
Thank you for your email and forwarded screenshots:
Nevertheless, I would like to request you to send the original promotional email to petronela.k@casino.guru. While the screenshot doesn't explicitly mention a maximum cashout in the offer, it also doesn't state that the bonus has "no maximum cashout." Additionally, there is a link intended to guide players to the general bonus terms and conditions on the website.
If the terms and conditions on the website specify a maximum cashout of €1,000, even if the live chat provided information indicating no cashout limit for this bonus, it's important to acknowledge that the terms and conditions always take precedence.
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10 months ago
Dear khalidzaoui53,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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10 months ago
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Hello . You have already told me that there is virtually no chance of demanding the money back. Y what else do you need? I sent you all the screenshots by email 3 weeks ago. greeting
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10 months ago
Hi khalidzaoui53,
I wanted to make sure that the promotional offer you received did not contain any links to specific terms and conditions for the provided bonus. Although the screenshot of your bonus does not explicitly mention a maximum cashout limitation, it appears there is a link that may offer more information and details about the relevant bonus. However, if the link directs to the general bonus terms, it leads to the section I mentioned earlier, which includes a maximum cashout condition of €1,000.
If the link in the screenshot leads to specific terms and conditions, based on which you assumed your bonus winnings would not be capped, please send this promotional offer to petronela.k@casino.guru. However, if it redirects you to general bonus rules, I must reiterate that we may not be able to assist you.
I hope this clarification is satisfactory.
Thank you.
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9 months ago
Dear khalidzaoui53,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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9 months ago
Translation
Hello Petronala. Sorry for the late reply. For me, your last email was a logical explanation for the max cash out under the bonus offer (unfortunately) there is actually a link that leads to the bonus conditions. It says again that each bonus has a maximum cash out of €1000. For me it was a very unfair offer, especially since you had to wager €8,000 to then pay out €1,000 and the support wasn't well informed either. This casino is only good for real money bets 👍🏾. Thank you very much . Can you possibly help me with another case? The value in dispute was €10,000 and is now €5,000. It's about the goodmanncasino. greeting
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9 months ago
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Hello Petronela. Do you think you can still save the winnings? A player told me today that you shouldn't let up because the support has expressly written "a Special Bonus without Max Cash out". Do you understand what I mean ? greeting
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9 months ago
Hi khalidzaoui53,
I sincerely apologize, but the terms and conditions always take precedence over information provided via live chat. While I fully acknowledge that live chat agents should be better informed and consistently offer players the most up-to-date information, unfortunately, human errors can occur. Therefore, we always advise players to review the terms and conditions before beginning to play to prevent any misunderstandings.
I regret that I cannot offer more assistance. I apologize that we couldn't resolve this matter for you, but please feel free to reach out if you encounter any issues with another casino in the future. For the reasons mentioned above, I must now reject this complaint. Thank you for your understanding.
PS: I see that you've already submitted a separate complaint about GoodMan Casino. We will do our best to assist you with your other issue in the separate complaint.
