The player from Germany had his winnings from Deposit bonus capped. We’ve rejected this complaint as unjustified.
mr.play Casino - Player’s winnings have been reduced.
Amount: €1,190
mr.play Casino
Safety Index:HighSafety Index
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8.3
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Hello, I received a bonus of € 100 on my deposit of € 50. I then had to make 35 times the turnover until my winnings were payable. I did this and then had a credit of 1190, - €. I wanted to pay this out and had also applied for it. Now I was told that I only had 500, - € and my credit was simply reduced to 500, - €.
Automatic translation:
Public
Public
3 years ago
Dear Markus,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions, and this is what I found https://www.mrplay.com/promotions/welcome-package/:
"Promotion Terms
Bonus Policy and Terms of Service apply.
Min. deposit: €10.
Max. bonus: €200.
Offer valid on first deposit.
Offer only applies to new players.
Winnings won with games that require deposit, have to be wagered 35x.
Bonuses that require deposit, have to be wagered 35x.
Offer not valid for players located in the United Kingdom.
Up to a maximum of €500 in winnings. If your winnings exceed €500 you will only receive €500."
I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predator, 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.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help.
Thank you in advance for your reply and understanding.
Best regards,
Petronela
