The player from Germany has been accused of breaching bonus terms by placing single bets greater than the allowed ones. After a closer examination, we ended up rejecting this complaint as unjustified.
Hello I deposited €20 at the casino a few days ago with the 200% bonus I had €40 in bonus money. I had to wager €2000. Shortly before I ventured the amount, my account balance was almost €2200. When I had converted the amount, there were only €500 left in my account and a pop-up saying that I would only be paid 8 times the bonus money. Which I found more than annoying. Then after a long KYC I had everything clarified with the documents. I then wanted to have the 500€ paid out and after 2 days I got the message that I had violated some of the conditions and all my winnings will be redeemed, now I only had 20€ in my account. When asked, it said that I was only allowed to play 6% of the bonus money as a bet. Is this legal at all if the casino only notices it days later and why can I then make such bets in the bonus at all if this automatically violates the regulations?! I feel more than betrayed.
Dear paulschmidt170,
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 (here):
Restricted Gameplay:
- Placing bets with minimal or no risk
- Wagering made using the Gamble Feature on Slot games
- Placing bets of amounts higher than 12 €/$/£ (or equivalent to € in other currencies). or 5% of the given bonus, whichever is lower.
We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet.
Please do not hesitate to forward your game and bonus histories along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.
I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
Thanks for the reply, I have forwarded it to the email address you provided.
It can't be legal that the casino only notices that I've allegedly violated the conditions when I want to withdraw the money?!
The live chat there said you're just sorry and that's it.
Thank you very much, paulschmidt170, for your email. Since you confirmed that you placed several bets greater than €2 (5% of your granted bonus) I'm afraid we won't be able to assist you. Ideally, casinos should be able to block any greater bets than the allowed ones, unfortunately, that's not a common practice yet.
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.
Dear paulschmidt170,
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.
I regret that I am unable to offer further assistance. Although we were unable to resolve this case, please feel free to reach out to us if you encounter any problems with another casino in the future. Based on the reasons mentioned above, I must reject this complaint. Thank you for your understanding.