Magic Red Casino - Player’s winnings from a bonus have been cancelled.

Hallo ich habe im Casino 1000 Euro überwiesen darauf habe ich 500 Bonus bekommen ich habe mir die Bedingungen durchgelesen. Und das 35 fache also 17500euro umgesetzt,erst wurde ich tagelang Hingehalten und dann wurde der Antrag abgelehnt ,als frechheit oben drauf ; wurde einfach der Betrag von meinen Spielkonto von 25 tausend auf 1001 Euro runtergesetzt . Meldet sich der Anbieter nicht werde ich rechtliche schritte einleiten . Im Nachhinein habe ich nur negative Bewertung im Internet gefunden , bitte um Hilfe

Dear Jörn,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If possible, could you please send me the link to the exact bonus you redeemed?

Do I understand correctly that you haven’t received any explanation from the casino?

Please forward any relevant communication between you and the casino to kristina.s@casino.guru, if there is any.

I hope, we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hello Jörn,

Thank you for your email with the screenshots from the casino's messages. I see in one of them, that you were infromed, that you breached maximum bet limit. I checked the casino's Bonus Policy and I found this:

"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."

Are you aware of breaching this term? Did you place bets of €4 or more (or 15% or more of the bonus amount)?

Additionally, I would like to ask to reply to your submitted complaint inside the existing thread. 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.

Your cooperation in this matter is highly appreciated. 

Ok ja das habe ich . Aber warum wurde mein Betrag einfach vom konnto gelöscht ? Wenn dies nicht auszahllbar ist ok . Aber dann würde ich den Betrag gerne weiter einsetzten aber nicht das er einfach gelöscht wird .

Jörn, thank you for understanding! I would like to point out, that the casino has the full right to confiscate your winnings resulting from bonus play in which you breached the casino's Bonus Policy.

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, or if I misunderstood your last message. 

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.