The player from Germany requested a withdrawal. Then his winnings were confiscated because he played with a bonus he was not entitled to. After gathering all the necessary information we found out, that the player breached a maximum allowed bet of €4, therefore we were forced to reject this complaint.
Magic Red Casino - Player’s bonus winnings have been confiscated.
Amount: €1,800
Magic Red Casino
Safety Index:Very highSafety Index
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9.8
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 years ago
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4 years ago
Translation
I signed up via your link, but I was offered a bonus from the chat and I accepted it, now I had paid € 50 and after wagering I was able to pay out € 1,800, these were now refused because the bonus was only for one Casino of the Aspire Global casino group is valid. The chat offers me a bonus that I am not entitled to and now they refuse my payment of € 1800
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4 years ago
Dear Salvatore,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please specify which bonus you redeemed? Was it 200% up to 500€ and 100 free spins?
Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru.
Thank you very much in advance for your reply.
Best regards,
Kristina
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4 years ago
Translation
Hello, I wanted to have the 200% bonus but supposedly it expired after 12 hours. Then they offered me a 100% bonus in the chat, which I used. Unfortunately I cannot log in at the moment so I will not send anything to you.
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4 years ago
Salvatore, thank you for your email. I would like to know if you have ever claimed a bonus in any other Aspire Global Casino. Also, you mentioned, that you do not have an access to your account, but is there any other communication that you could forward me? If possible, I would like to see the message, in which the casino refused to pay out your winnings.
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4 years ago
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Hello Kristina, I will send you something about the refusal to pay out, I am at another aspire global casino, but the offer would be offered to me via the chat you have already received, you can not offer something to a player and then I say have no claim to it.
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4 years ago
Salvatore, I checked your email and I see that the casino informed you, that your winnings were confiscated, because you breached the maximum allowed bet, and not because you claimed a bonus in more than one Aspire Global Casino.
Are you aware of placing bet higher than allowed? I found the term the casino is referring to in the email in their Bonus T&Cs (https://www.magicred.com/info/bonus-policy/):
"When a bet abuses the betting system – regardless of which game it was placed on – it will not count towards a player’s wagering requirements. If the player placed single bets equal to or greater than €4 or €0.50 per line, or 15 percent of the bonus amount before the wagering requirements for the bonus have been met, we reserve the right to withhold any amount in excess of the player’s original deposit from a player’s withdrawal. In addition, if a player deposited with Skrill or Neteller and placed single bets equal to or greater than €2.50 of the bonus amount before the wagering requirements for the bonus have been met, we reserve the right to withhold any amount in excess of the player’s original deposit from a player’s withdrawal."
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4 years ago
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The maximum allowed bet was not exceeded, it was indicated in the chat that I was already registered in another aspire casino.
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4 years ago
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I have not played over € 4 or € 0.50 per line.
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4 years ago
Salvatore, is your account still not accessible? In cases like this we usually require the game history from players. If you can log in to your account, could you please send your game history to kristina.s@casino.guru?
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4 years ago
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My account is not accessible and I am currently unable to connect in the chat, but I will try again.
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4 years ago
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Has now worked that unlock my player account, takes up to 24 hours. I will then send you the game history.
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4 years ago
Thank you, I received your email with the game history. I found approximately 300 bets of €4. The casino's bonus T&Cs states:
"If the player placed single bets equal to or greater than €4 or €0.50 per line,..."
This means, that if you placed bets in the amount of €4 or more, you breached this term. 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.
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4 years ago
Unfortunately, after gathering all the necessary information we are forced to reject 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.
