Old Havana Casino - Player’s bonus winnings have been voided.

I went through all the play throughs they asked. It said the withdrawable amount was 250.73. So I did the withdrawal they gave me a trace ID number. Which is 5305822. And said it would processed shortly. This was on January 1st 2021. I received an email tonight January 5th saying it has been declined. The reason because my wagers were to big on some of my bets. Basically a bunch of bull. They told me it was in the rules. Why did they say I could withdraw that amount at the time. If I couldn’t. I asked for my original deposits to be put back on my card. Two deposits of 50$ each. They said they would have to put a through a process that could take 3 weeks. Now they will not let me log in to my account on their website.

Dear Ryan,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found https://www.oldhavanacasino.eu/terms-conditions.php:

„While playing with Bonus money, in any of its kinds, the maximum bet amount is $20.00, either in any pay line or wager in any game. Any winnings coming from bets that are higher than this maximum limit, while using bonus money, partially or totally, are void and no withdrawal can be processed. In this case, any balance could be removed at the casino's sole discretion."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

If you are aware of placing higher bets then the allowed ones, sadly, there is not much we can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

Please do not hesitate to forward your game history to petronela.k@casino.guru if you feel that you’ve been accused mistakenly, otherwise, I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Best regards,

Petronela

so after I made it through all the play throughs. It said I could withdraw that money. It shouldn’t of allowed me to withdraw the money in the first place. Why did I lose all that money than? I should of been able to play the rest of the 250.

Please understand if maximum bet rule is breached during the bonus wagering completion then the winnings are voided, not put back to the account. If you have bet more than the maximum allowed, unfortunately, winnings were cancelled justly. 

All the requested withdrawals are being checked manually and if you have redeemed any promotional offer when depositing, the entire bonus session would be audited for any terms of use violations. 

Are you aware of placing higher bets then the allowed ones?

I had no idea there was a maximum bet amount. If that was the case they shouldn’t of allowed me to bet that much. I didn’t think I had to go over the terms of play with a fine tooth comb. I just wanted to play blackjack. I’ll stick with real play at a casino. All these sites are a big scam anyways.

Unfortunately, after gathering all the necessary information we are rejecting this complaint us unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with any other casino. We are here to help.