Mr. James Casino - Player’s winnings from bonus play have been reduced to x10 of his last deposit.

I sign up for the first deposit of 50 and they give me the bonus, I redeem it and get 1400, I stop at 700 I ask for the withdrawal, an email arrives that has been approved by 500 because if you have not deposited more than 500 euros you are entitled to 10 times the amount deposited, I receive the money after a month and it is 475 instead of 500, I send a receipt but they do not make themselves heard, second time around 70 I receive the bonus I redeem myself I find myself 3600 euros but they pay you only 10 times the deposit, I stopped at 661 I request the withdrawal after two weeks I receive an email that I have violated the conditions of 30% on the deposit .. Between the other and two weeks that I cannot deposit, but nobody has solved the problem, I make it short I write an email x ask the closure of the account and I inform him that I report everything to the competent authorities ..

Dear Domenico,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked terms and conditions, and this is what I found:

"If a player's accumulated deposit amount does not exceed €500, player will be entitled only up to X10 last deposit. This maximum payout will be enforced also in cases where the player made additional deposits which were deemed at the sole discretion of the Casino to have been made in order to exceed the €500 accumulated deposit amount."

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider this rule to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play? 

In addition, since I didn’t find any withdrawal fees in terms and conditions, I would like to ask, if you have checked with your bank or payment processor, if they charge any fees for managing the transfers? Looking forward to hearing from you. Thank you.

Best regards,

Petronela

Ok I will ask my bank, but as regards the second win I don't understand the 30% speech, the first deposit towards 50 and if I remember correctly I find myself 220 or something more r, I redeem the bonus, I find myself with 1400 euros I keep playing and I stop at 700, in this case I have exceeded 30% but I was paid even if less because of the regulation and perhaps the possible bank commissions, in the second case towards 70 they give me the bonus the redemption I arrive at 3600 of payout obviously they only give me 700 so I play them and I stop at the amount that I can withdraw .. I don't understand why they don't want to give them to me, but then this 30% and the deposit + the bonus? And is it counted after you play it 30 times? But so to understand this money they don't give it to me? Thanks a lot for the assistance ..

I contacted the bank they tell me that they have no commissions on incoming transfers, the commissions are only on the currency exchange, but I deposited in euros and asked for the withdrawal in euros ..

Thank you very much Domenico for providing all the necessary information. I will transfer now your complaint to my colleague Matej 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.

OK thank you very much..

Hello Domenico.

The problem, in this case, is that the casino is using terms and conditions which we consider to be predatory.

Based on our fair gambling codex: https://casino.guru/fair-gambling-codex-for-casinos they should pay you in even full winnings from the first deposit. The X10 winnings rule until you deposit at least €500 is exceptionally predatory and also apply for real money play.

The confiscation of winnings from second deposit looks justified from casino side - in case that you bet more than 30% while you were playing with a bonus.

We already tried to convince the casino to change their T&C's, but they don't want to change them. Because of that, we rank the casino extremely low.  I am very sorry, but all that we can do is to publish your case which will have an impact on rating too.

I can only recommend you to choose a different casino.

I am very sorry for the bad news.

Ok but to understand the 30% and the total deposit plus bonus? Xke if it were so on the first deposit towards 50 they give me the bonus I have more than 200 euros I play it x30 times and I get to 1400 euros I keep playing and I stop at 700, according to my calculations I played more than 30% .. so I don't understand and then they told me they would refund my deposit and they still haven't.

In your case, they probably accuse you from breaching this rule:

16.3. "Irregular play" includes, inter alia:

Placing total bets equal to or greater than 30% of the value of the deposit currently in play.

Using Martingale, double-up and similar systems and strategies.

It doesn't matter if you play with a bonus or not you can't bet more than 30% of your last deposit.  

We believe that the casino may limit your bets while you play with a bonus, but implementing this rule for playing without bonus doesn't make any sense.

Because you played with a bonus, we are on casino side - second deposit case.

But they use another predatory rule to cut your first deposit winnings.

13.6. If a player's accumulated deposit amount does not exceed €500, player will be entitled only up to X10 last deposit. This maximum payout will be enforced also in cases where the player made additional deposits which were deemed at the sole discretion of the Casino to have been made in order to exceed the €500 accumulated deposit amount.

But in fact if towards 100 it means that I cannot bet more than 290 euros, this means that you are forced to not win more, however predatory rule so much they pay only x 10 times the last deposit is normal that I continue to play I have to finish them sti money I had 3600 euros, and normal that they give all these bonuses, because then the vultures give you another way ... Anyway I advise everyone not to play on mister james casino, thank you very much for the support

Domenico, I will try to explain the whole situation to you more clearly:

First deposit: You deposited €50 and got a bonus. For this deposit applies two major rules:

13.6 and 16.3, one says you can't bet more than 30% of your deposit. For your first deposit, you cannot bet more than €15.

The other rule says that you can't win more than ten times your initial deposit. This rule limits your winnings to €500.

Second deposit:

The same two rules apply:

You deposited €70 so you should not bet more than €21 (what you probably did) and second rule limits your winnings on €700 (you didn't deposit more than €500 rule (and this rule we consider as predatory)

In your case, all these rules were applied while you played with bonus. Therefore even with some limitation to rule 13.6, which could be accepted as x10 winning cap on bonuses casino act according to their rules.

Still, they have very predatory rules when it comes to real money play, and I strongly recommend you to play in a different casino.

Mentioned rules: 

13.6. If a player's accumulated deposit amount does not exceed €500, player will be entitled only up to X10 last deposit. This maximum payout will be enforced also in cases where the player made additional deposits which were deemed at the sole discretion of the Casino to have been made in order to exceed the €500 accumulated deposit amount.

16.3. "Irregular play" includes, inter alia:

Placing total bets equal to or greater than 30% of the value of the deposit currently in play.

Using Martingale, double-up and similar systems and strategies.

Ok .. Really thieves, the first time they didn't accuse me .. Kmq I asked to close the account and they blocked it .. Thanks a lot for the support, I asked to refund the deposit money, since they wrote me that the deposit would have been refunded .. We will see .. Thanks a lot

Domenico, I am closing the complaint now as "rejected" because all the breach of TC's what happened was during bonus play.

In case that they will fail to refund your deposit, please reopen the complaint or create the new one.