Mirax Casino - Player's winnings were reduced.

Hi there,

I accepted a match deposit bonus offer as a 6 month anniversary with Mirax Casino. I accepted the 2nd option of (code: 6MONTHS2) for a 100% bonus up to $100 and I deposited the maximum of $100. As per the website bonus terms and conditions it should have been 30x wager, $9 max bet per spin and no max win (as per all their bonuses). However, after depositing, I noticed I couldn’t bet above $1.60 and the wagering was 45x. These conditions however, only apply for a first deposit bonus of which I’d already used long ago (along with many other deposits since). I contacted chat and honestly, what a circus. They were pretty much "oh well I can’t change it now" but confirmed it was still a no max win (as per all their bonuses). Free spins are the only ones with win limits (of which I always avoid). The customer service was terrible and didn’t care nor apologise. I was supposed to be VIP also. Rather than give myself an aneurism, I wagered it patiently with the lower max bet. So, I finally got lucky (spent thousands here but no withdrawals) and won $1150. Once I’d completed wagering - my balance dropped to $200. I was not a happy Chappy. I now had to contact the same chat who went away for ages then said they’ll pass on to the relevant department. I never heard a word. I emailed a gazillion times and actually got a different excuse each time. I ALWAYS read everything carefully before I accept any offers. There was also nothing on the email to state this bonus had different terms. I was told "oh this bonus only had a max win of $200" and I said that it did not state it anywhere in the email nor the bonus terms and conditions. Nothing. They said nothing can be done. They didn’t care, they didn’t listen to me either. It’s been like talking to a brick wall. I emailed back advising it wasn’t stated anywhere of these other conditions they’ve pulled out of thin air. They then say there’s a max win of $200 for free spins. Oh my god, I know that and I specifically didn’t choose the free spins offer (which was code 6MONTHS1). They come back and say "you can’t use this offer again as you’ve already used it". Whaaaat? I didn’t ask that. They are vague and of no help and it’s pretty much oh well. So this time and about the seventh email I can’t get anywhere nor can I hear from a manager. I have all the chat transcripts also confirming it was no max win. This has been an absolute nightmare.

Dear Ky73,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please forward me the email with the bonus offer and your bonus history if you are able to see it in your casino account?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hi Kristina,

Yes, absolutely, I have it all and will forward to you now via email.

kind regards

Kylie

Thank you very much, Ky73, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Kylie,

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.

Hi Kylie,

I was informed by the casino that you received the A$1,150 as a bonus. Your complaint was closed as resolved on a different mediator's website. Can we consider the issue to be resolved?

Dear Ky73,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.