Mirax Casino - Dispute over withdrawal rules after winnings.

so i went to cash out 350 euros from my balance after depositing and wining some i never use bonuses but apparently hey arer saying i did this time so whatever after waiting a day they tell me i violate rules by cashing out more than 10 euros because i had bonus im attaching said bonus email hey sent me no where does it mention it in email as i seen in previous complaint about hem i didnt receive free spins so how is caped how do i follow rule that i dont even know exist further more if is caped at a hundred why would they take 414.67 and why would their system even allow that i ask you remove perfect rating from here

Dear urdaddymitch,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Was the following rule used to cancel your winnings (here)?

When playing with bonus funds, the maximum bet is 0.00018 BTC / €5 / $5 / A$10 / C$10 / 60 NOK / 780 JPY / 25 PLN / NZ$10 / 0.003 ETH / 0.02 BCH / 0.056 LTC / 83.81 DOG / 11.72 XRP / 5 USDT / 69.14 TRX / 19.14 ADA / 0.023 BNB unless otherwise stated. This includes double up wagers after the game round has been completed (e.g. wagering winnings from X game round on red/black).

Could you please forward a screenshot of your bonus history? My email address is petronela.k@casino.guru.

Looking forward to hearing from you.

Best regards,

Petronela

Could you please advise how much was your deposit that triggered the bonus? Have you received any Free Spins along with rewarded bonus, please?

it was 66.25 and no free spins with the deposit it was just a percentage ,match bonus and in the email they sent it doesn't state their is a limit to cash out that the winnings are capped so how was i supposed to follow a rule i didn't even know exists? after you win money they just put rules in place to suit them after the fact cause they don't want to pay out that's pretty shady cant expect me to follow a rule a i don't know about , also why would i do all that to cash out a 100 euro its not worth it with the amount i deposited I would never take a bonus with those terms its just not worth it to me .

Additional info from the player:

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

The maximum cashout from any bonus is x10 bonus amount (from cash bonuses, match bonuses, etc.), unless otherwise stated. The maximum cashout from Free Spins is 0.0036 BTC / €100 / $100 / A$165 / C$165 / 1165 NOK / NZ$165 / 445 PLN / 15595 JPY / 0.059 ETH / 1.12 LTC / 0.41 BCH / 1676.13 DOG / 234.31 XRP / 100 USDT / 1382.73 TRX / 382.77 ADA / 0.46 BNB, unless otherwise stated.

Do I understand correctly that your last deposit that triggered the bonus was €66,25 and you received 25% as a bonus?

yeah that sounds about right but also in the email they sent me for that bonus it doesn't state anything like that nothing refereeing to other rules just the bonus info . In their other emails their is a link to bonus terms and conditions and says its bound by those rules but not this one just the bonus amount i am attaching email.so how am i supposed to abide by a rule that i don't even know exists? then they switched up saying at first the max cashout was 100 euros then told me via email which i still have that it was 150 euros how can they just go and make up rules to suit there situation as they go? it isnt right

If you deposited €66.25 to your account and obtained a €16.56 bonus, your potential maximum cashout would be 10 times 16.56, totaling €165. Have you obtained any winnings at this point?

It's essential to bear in mind that irrespective of the absence of a particular link within a promotional email, the general terms and conditions for bonuses are universally applicable.

NO I haven't received anything from them as you can see from the first email I sent they confiscated over 400 dollars from me. Their other emails state the bonus terms though or a link to the bonus terms so i assumed their was no such limit so I think I should be entitled to al my winnings i have other promotional emails from them where it shows that so how am i supposed to abide by rules i don't know exist basically they don't like the amount you cash out and they can just put whatever terms they want on it? I wouldn't deposit 66 dollars to only be able to cash out 166 that makes no sense to me I think i should be entitled to all my winnings due to the absence of terms in the emails and all this i have to go through just to collect on it they are wrong.

hello???

Thank you very much, urdaddymitch, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you urdaddymitch for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Mirax Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

I would like also to attach another email i was sent from them showing where they have the bonus rules on the bottom of email. As the email im referring to that this dispute is about doesnt so I would like to reiterate once again how do I follow do I follow a rule I don't know is in place they are saying i violated the max cashout for that bonus but know where does it state in the email they sent me that their is a max cashout let alone any sort of terms so i assume their was none.

Dear urdaddymitch,

Thank you for sharing your experience and feedback.

Your frustration with the bonus terms and withdrawal process is understood by us. Let us address your concerns and shed some light on the situation. When you accept a bonus, you are agreeing to certain terms, including wagering requirements, withdrawal limits, and other rules, which are crucial for ensuring fair play. As we can see, you received a deposit promo automatically as the corresponding code was entered. Which means that the player accepted the terms of the bonus in advance. In your case, you received it, played through it, and tried to withdraw your winnings. However, our system detected that the withdrawal amount exceeded the maximum limit set by the bonus terms, leading to the difficulties you encountered.

We acknowledge that you may not have been aware of the specific terms in the email, but it is essential for players to familiarize themselves with the terms and conditions available on our website before accepting it. You can see this rule here: https://www.miraxcasino.com/terms-and-conditions or screenshot: https://prnt.sc/9kw2MfNoEdw7

What is more, contacting our support team can help to prevent misunderstandings like the one you experienced. From what we can see, you have reached them many times when the bonuses were not issued right with your deposits, however, not in this particular case. We apologize for any confusion and recommend reaching out to our agents for further clarification on the bonus terms or simply discuss your situation.

Thank you for choosing our casino, and we hope your future experiences with us will be only positive.

Best regards,

Mirax Casino Team

First off once again how am I supposed to even expect to follow "general terms of bonuses" when that is never mentioned anywhere in the rules?Your emails are very deceptive because as I shown, some emails have the terms or links right on the bottom of the emails the one you sent me I’m referring too here does not. So since there was nothing telling me that general rules apply all of a sudden how am I supposed to know that there was a max cash out I like other people I believe would think that there is no limit cause there’s nothing telling me otherwise as in other promotional offers. I did and have reached to your customer service many of times to only get the run around and vague answers and quite frankly act stupid and play dumb like they didn’t understand me and left me frustrated that is why I’ve chosen to go this route with mediation through a third party because I never get straight answers. One told me the max was 100 euros then a couple days later I was told it was 150 euros and I have emails to show all this along with chat logs where im told multiple answers to usually questions I wasn’t even asking. So to even confiscate ALL my winnings would be wrong also because you didn’t give me anything from it. Then if we are even going by general rules casino guru has been kind of enough to do the math for us on that which came out If you deposited €66.25 to your account and obtained a €16.56 bonus, your potential maximum cashout would be 10 times 16.56, totaling €165. But once again in regards to that I wouldn’t even except that bonus because to me that’s really not worth it as you can see I usually don’t take the bonuses except the first promo ones then when I read the new promos in my emails because I do read the small print I don’t except them you can see many of deposits I made with no promo codes because of the max cash out limit on them so when I received this email promo I assumed there was no cash out limit as stated in other promo emails I turn down all the time as you can see all my deposits I made with no bonuses due to that fact.

Dear urdaddymitch, I understand your frustration that arose from the missing small print but as the casino representative has mentioned, general bonus terms are something you agree to when registering at the casino, and that is always enforced when taking a bonus. I would like to ask you how would you like us to continue resolving your issue:

Would you like to withdraw the winnings you accumulated and have the right to as per the max win rules or would you like a refund of your initial deposit as you have mentioned you wouldn’t even accept that bonus.

Thank you in advance!

I would like to withdraw the winnings I won per the max cash out rule

Dear Mirax Casino Team, will the player be able to withdraw the accumulated winnings they have won through the bonus and are allowed to withdraw according to the bonus' max win rule?

Thank you in advance!

I would like to also share my latest email offer if that’s ok? I would just like to reiterate and show that the emails the usually send have something on bottom so why do I have to assume that’s it’s the lower end of the payout spectrum as to oppressed there is is no max cash out seeing as it’s not stated?

Dear Peter,

It is our hope that this reply will be of assistance in the resolution of the player's situation.

We would like to inform you that the player "urdaddymitch" does not have sufficient amount on his balance to make a withdrawal request at this moment. Unfortunately, it is not possible for us to fulfill the request since there is nothing to transact. The player indeed made an attempt to withdraw his funds on August 6, 2023, which triggered the subtraction following the "Max Cashout" rule. Subsequently, the customer initiated another request, which was later recalled from the player's side. From our point of view, it was solely "urdaddymitch" decision to continue the game instead of withdrawing the remaining balance.

Since this case occurred more than a month ago, the player had utilized winnings in gaming activities and made other deposits. What is more, Mr."urdaddymitch" even made a successful cashout of 400 EUR in the meantime. Surely, those funds were not the winnings from the mentioned bonus. However, our point is that the Casino does not cancel withdrawals in case none of the rules are breached.

Mr. "urdaddymitch", you can trust that our casino's team will carry out a thorough assessment of the promotional emails you receive, as well as our approach to their management. We are dedicated to upholding transparency in our promotions and ensuring that our players are kept informed.

If the player has any questions or suggestions, he can always reach out to our Live Support or contact us via support@miraxcasino.com.

We sincerely hope that luck will be on "urdaddymitch's" side next time, and wish significant winnings and a great day!

Kind regards,

Mirax Casino Team

Ha what does that Even mean they clearly are a illegitimate casino now they are acting stupid like they don’t know what’s going on ha I’m talking about 414.67 you’ve taken from me of course it’s not available for cash out cause you stole it back from me they are obviously shady asf and it seems to be going nowhere ill just start playing somewhere else they are not going to make it right I’ll spend my money else where from now on

Dear urdaddymitch, could you please clarify if after the winnings from the bonus were substructed, were you left with any funds you used to play at the casino further?

Thank you in advance!

i tried to leave some in there but as the email shows the first one i sent it shows they confiscat4d all of it 414.67 i tried to withdraw just 50 euros but they went ahead and took all of my money which makes no sense. Now they are trying to tell me they aren't cashing me out because there is no money in my account currently like Im just trying to do another withdrawal or something funny how they act like they dont even know whats going on now. If they can't figure out how to do such a simple task as cash out my winnings they stole from me I dont think they should have any business running a casino so to all other players reading this beware of this casino they will steal your money then act stupid like they dont know whats going on so dont entrust your money to this casino and dont use a bonus if you do they are shady and will steal your money so beware just dont play at Mirax casino would be my suggestion plenty of other legit casinos out there that are honest and wont steal your money DONT play here

Dear Mirax Casino Team, could you please provide any form of transaction history of the player's account to my email address? (peter.c@casino.guru) I'd appreciate it if you help clear up the situation.

Thank you in advance!

Dear urdaddymitch, the casino has provided me with the transaction history of your account to clarify the situation. There I could see that when the max win rule applied you were left with the winnings you tried to withdraw, recalled the transaction, and continued to play with the funds.

I understand your frustration that arose from the missing small print but as the casino representative has mentioned, general bonus terms are something you agree to when registering at the casino, and that is always enforced when taking a bonus. 

I will update the disputed amount and mark the complaint as 'resolved' in our system. Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter