Dear bigblindcdn,
Thank you for submitting your complaint. I'm sorry to hear about the issue you’ve encountered.
To help us better understand your case, could you please provide a link or screenshot of the deposit bonus you activated and played with? If possible, kindly include its Terms and Conditions as well. It's worth noting that casino rules often state that when a bonus is activated, real money is used first, and the bonus rules, including the maximum allowed bet, apply from the moment the bonus is activated.
Our stance on the maximum bet rule is explained in detail in the Fair Gambling Codex. The maximum bet rule is a common industry standard, and casinos generally have the right to seize winnings from bonus play if this rule is breached. As such, we typically do not penalize casinos for enforcing this rule.
However, if you believe you’ve been accused unfairly, please forward your game history along with the link to the specific bonus you redeemed and played. You can also share any other relevant communication between you and the casino.
Feel free to send this information to my email: veronika.f@casino.guru. I’ll do my best to assist you further.
Thank you in advance for your cooperation.
Best regards,
Veronika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Dear bigblindcdn,
Thank you for submitting your complaint. I'm sorry to hear about the issue you’ve encountered.
To help us better understand your case, could you please provide a link or screenshot of the deposit bonus you activated and played with? If possible, kindly include its Terms and Conditions as well. It's worth noting that casino rules often state that when a bonus is activated, real money is used first, and the bonus rules, including the maximum allowed bet, apply from the moment the bonus is activated.
Our stance on the maximum bet rule is explained in detail in the Fair Gambling Codex. The maximum bet rule is a common industry standard, and casinos generally have the right to seize winnings from bonus play if this rule is breached. As such, we typically do not penalize casinos for enforcing this rule.
However, if you believe you’ve been accused unfairly, please forward your game history along with the link to the specific bonus you redeemed and played. You can also share any other relevant communication between you and the casino.
Feel free to send this information to my email: veronika.f@casino.guru. I’ll do my best to assist you further.
Thank you in advance for your cooperation.
Best regards,
Veronika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.