MajestySlots Casino - Player's winnings were confiscated due to betting limit breach.

Been a member since 2010, use seldomly. Deposited 30 a few days ago to play slotmaster mk 2. Over 4days I got my balance to over 13k and tried to withdraw. I put a 170 e bet on virtual roulette on one of the days just for a change and they are saying it was a rule breach as this bet was larger than allowed due to the size of my initial deposit. Surely it should tell you this via a drop down to stop the bet from being placed. They proceeded to take all the money off me that I had won on other games on other days and left the original 30e I deposited in the first place. Please tell me there is something I can do, I'm devastated. Surely they can't thieve of people and get away with it.

Dear redcoo34,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider maximum bet rule to be unfair and predatory when it’s applied to a real money game.

Please, could you confirm, that you have accumulated winnings without any active bonus? Ideally, you could forward your "cashier" and "bonus" histories to petronela.k@casino.guru.

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

Best regards,

Petronela

I have responded to Petronela's email address. I hope that's OK. But to reiterate no deposit bonus was involved at any time. It's obvious for all to see what these people have done, I just wondered if realistically I will ever see any of my winnings. I'm very grateful that you have listened to my plight, and are trying to help me. Thank you

Thank you, redcoo34, for your reply. I have checked the general terms and conditions, and this is what I found (here):

. Betting rules. It is the Player’s responsibility to know the rules of the game where he is placing wager.

. The Casino reserves the right to withhold any withdrawals and/or confiscate all winnings and bonuses for irregular play or additional betting rules described in Terms & Conditions.

. "Irregular play" includes, inter alia:

. Placing bets or Purchasing in-game features including but not limited to free spins equal with the "total value" greater than or equal to 30% (thirty percent) of the smallest Bonus, Deposit, Cashback, Real Cash-Bonus value in play.

I want to highlight that we view the imposition of limits on maximum bets for playing with real money as unjust and exploitative.

Is there any relevant communication that you'd like to share with me before we contact the casino directly?

Good afternoon Petronela, I hope your well

As previously stated there were no bonuses of any kind used in generating my winnings. And their rule about stake size in relation to deposit I can live with. But they must explain what gives them the right to take money from my account that I won on another game on another day where no " rules" were breached.

Thank you very much, redcoo34, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello redcoo34,

I'm Michal, and I have taken over your complaint. I will contact the casino to see if I can help.

Just to let you know, MajestySlots Casino was not really very cooperative in resolving complaints with us and has recently begun to ignore us in our attempts to mediate any kind of issue, however, I will do my best to try to help you.

We would like to invite MajestySlots Casino to join the conversation.

Dear MajestySlots Casino,

While we understand the imposition of a maximum bet limit when players are utilizing a bonus, we hold the view that, during real money play, players should have the freedom to place bets without any restrictions. Could you kindly furnish us with additional details regarding the rationale behind the complete confiscation of the player's winnings?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear redcoo34,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru