The player from Germany had his winnings capped as if they’d been generated from Free Spins solely. Eventually, the casino acknowledged the mistake was on its side and decided to pay the player their winnings in full. The issue was successfully resolved.
Mirax Casino - Player’s winnings were capped.
Amount: €1,050
Mirax Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello Casinoguru team,
I have a big problem with Mirax online casino. I received a deposit bonus from the casino that is 100% up to €100. I received this offer via an email from the casino. I then deposited EUR 59.63 via Crypto (LTC) using the bonus code given in the email. After the bonus was granted I started playing slot games that were available in the Bonus Games group. I made several big wins, so I was able to wager the bonus quite well (approx. 2800 euros to wager). After 4 hours of play my account balance was 1030 euros and the remaining amount for the turnover was 50 euros. I played another bonus game and suddenly my balance dropped from 1050 euros to 160 euros after the bonus was wagered. I've refreshed the page several times but to no avail. I then contacted live chat to ask what happened. An employee of the casino told me that the maximum winnings from the bonus were 100 euros. I looked at all the available bonus conditions in advance in order not to make any mistakes and to have certainty. A maximum win amount of 100 euros for a % deposit bonus is not specified in any paragraph. The e-mail containing the offer also contains no information about this arrangement. I then asked him to take a screenshot of this rule. The live chat agent copied out the text from the bonus terms and conditions that capped the maximum win for free spins at €100. However, I did not receive any free spins. I wrote several emails to customer support, but got the same message. I asked several times for a proof and screenshot of the scheme, but never got a reply. I strictly adhered to the bonus terms and even limited the maximum bet to 1 euro. The statement from the casino that the maximum winnings with this bonus is 100 euros is not correct and is not written anywhere. I am attaching the bonus offer I received to you in this email. No other bonus conditions are written/agreed in this. I hope your team finds this complaint. How is a player supposed to know about such a rule if there is no clue. Furthermore, I would never deposit almost 60 euros to win a maximum of 100 euros and convert 2800 euros. This does not make sense. I am asking for your help because the casino has stopped responding and is unable to help me. Thank you for the time and help.
Best regards
Pavel
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1 year ago
Dear Pawelss,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please forward your cashier and bonus histories to petronela.k@casino.guru?
Meanwhile, I have checked the general bonus terms and conditions, and this is what I found (here):
"FIRST DEPOSIT BONUS
...
There is no maximum withdrawal limit for match bonus. And maximum withdrawal for Free Spins is 0.005 BTC / €100 / $100 / A$100 / C$100 / 1000 NOK / 7000 RUB / NZ$100 / 445 PLN / 12400 JPY / 0.1 ETH / 1 LTC / 0.8 BCH / 1186 DOG / 270 XRP / 100 USDT / 1754 TRX / 286 ADA / 0.4 BNB."
Even if you didn't activate the First Deposit bonus, but some other match bonus, your winnings shouldn't be capped at €100.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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1 year ago
Translation
Hello Petronela,
First of all, thank you for your help and understanding. I have just emailed you the requested documents.
Best regards
Paul S*****
Edited by a Casino Guru admin
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Sensitive attachment
Sensitive attachment
1 year ago
Thank you for your email. Do I understand correctly that you activated a 100% Special Bonus on the 12th of April (20:15)?
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1 year ago
Translation
Hello,
on April 9th, 2015 I used the 100% bonus that I received via email from the casino (see screenshots of the bonus). Here the profit was limited to 100 euros without any information and bonus conditions. There is also no limit specified in the email and no limit for a % match bonus is specified in the bonus conditions.
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1 year ago
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Hello Petronela,
Is there already something new about my complaint?
greeting
Pavel
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1 year ago
Thank you very much, Pawelss, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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1 year ago
Hi Pawelss,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Mirax Casino to the conversation to participate in the resolution of this complaint.
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1 year ago
Dear Pawelss,
Thank you for your review. We apologize for the inconvenience you have experienced while playing at Mirax Casino.
After reviewing your account, we have found that you received a deposit bonus of 100% up to €100.
Nevertheless, it has been discovered that the terms and conditions of the bonus specify that the highest amount that can be won through the bonus is €100. However, this detail was not clearly mentioned in the email offering the bonus. And it is understandable that this situation has caused you frustration. Please, accept our apology for any confusion or misunderstanding that may have arisen. We take full responsibility for any miscommunication on our part. Our team is already working on this problem, and it will be solved as soon as possible.
As compensation for the misunderstanding, we would like to offer you a bonus of 50 free spins with a wagering requirement of x45, a maximum bet of 5 EUR, and a maximum cashout of 100 EUR. Please, activate this bonus in the account within the next 14 days. Likely, this will help to restore your confidence in our casino.
If you have any questions, please contact us via email at support@miraxcasino.com. We're always happy to help.
Thank you for bringing this matter to our attention, and we hope to have the opportunity to serve you better in the future.
Sincerely,
Mirax Casino Team
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1 year ago
Translation
Hello Mirax Casino,
I didn't know there was a limit of 100 euros because the offer hadn't stipulated a limit. That's 1050 euros that the casino canceled for me due to misinformation. Your offer with the 50 free spins is not in proportion to the loss of 1050 euros. I decline your offer! The casino should be held accountable for mistakes made to the detriment of the player. Why should you deposit 60 euros and only be able to withdraw 100 euros while wagering more than 2000 euros? I think the Casino Guru team understands my frustration and injustice.
Reply requested.
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1 year ago
Hi all,
Thank you for your replies.
Dear Mirax Casino Team,
I'm afraid, you will have to do much better than the 50 free spins. As you admitted, the crucial condition of the bonus was missing from the offer and that is why we are convinced that the player should get paid in full.
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1 year ago
Dear Pawelss,
Thank you for providing us with your feedback. We apologize for any confusion or frustration caused by the conditions of our offer.
At our casino, we always strive to be transparent and fair in all our dealings with the players, including the terms of our promotions.
Recently, we discovered mistaking that was caused by our casino. As a result, our team has decided to compensate you the full amount of your winnings, which is 891.85 EUR. It is the fairest solution to the issue. The amount has been credited to the account named Winnings of 100% Special Bonus with a wager x1. To benefit from this bonus, please activate it within the next 14 days. We hope that this gesture will help restore your confidence in our casino.
If you have any further concerns or questions, please do not hesitate to contact our customer support team via support@miraxcasino.com. Our team will be more than happy to assist you.
Best regards,
Mirax Casino Team
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1 year ago
Translation
Hello everyone,
I accept the offer from the casino. The simple turnover is significantly fairer than the 50 free spins. Thanks to the Casino Guru team for the great help and support.
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1 year ago
Hi all,
Thank you for your replies.
Dear Pawelss,
After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Pawelss, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Best regards,
Peter
