Pelaa Casino - Player’s winnings from bonus play have been capped.

Ich habe 10 euro eingezahlt 10 euro bonus erhalten und freispiele ,in den freispielen habe ich 7 euro gewonnen danach alles umgesetzt die haben die auszahlung storniert und das geld gelöscht 

***additional comments from 2nd complaint:

"I deposited € 10 and received a € 10 bonus. I played for three days and the profit multiplied constantly. At some point I was at 4900. She tells me not right because only € 100 is paid from FreiSpiel and deleted the sum from the account after I had Have requested payment"

Dear Antonios,

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

"The maximum withdrawal amount for a player from their Free Spins is $100."

Please could you specify which bonus you have redeemed? You can post the link here, when replying. For which games free spins have been rewarded? I hope we will be able to help you resolving this issue as soon as possible. 

Best regards,

Petronela

Welcher Bonus genau weis ich nicht mehr,kann ich das irgendwo nach sehen,ich hatte mich ganz normal angemedlet und 10 euro eingezahlt mir wurden dann noch mal 10 euro und 15 freispiele gewährt,als die 20 euro weg waren habe ich aus den ganzen freispielen 7 euro gewonnen und mit diesem geld habe ich dann weiter gespielt

Thank you very much Antonios for providing all the necessary information. I will transfer now your complaint to my colleague Peter 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 vielen Dank ich hoffe sehr das sie mir weiter helfen können,den spielverlauf hatte ich ja hoch geladen und hoffe das sie den erhalten habe,den bonus habe ich auch nicht eingegeben der wurde mit der Registrierung und der 1. Einzahlung direkt hut geschrieben viele Grüße 

Hi Antonios,

Have you asked casino support why your winnings were cancelled? That's the easiest way to find out what the issue is. If so, could you please upload a screenshot of this conversation or forward the email to my email address (peter.m@casino.guru)? That would be very helpful.

Hi Antonios,

I understand the situation completely. As Petronela mentioned before, there is a maximum win limit for winnings from free spins:

"The maximum withdrawal amount for a player from their Free Spins is $100."

 Since you won by wagering the winnings from free spins (€7) and there is a maximum win limit of €100, the €4900 was void. It is very common for casinos to limit the winnings from bonuses and implement other restrictions like the maximum withdrawal from free spins rule. The casino can form their own T&Cs and set their own rules for the game play, especially when it comes to bonuses. I'm really sorry, but I can't penalize the casino for this and will reject your complaint. I recommend you to always read the Bonus T&Cs before you start playing with a bonus. I wish I was of more help.

Best regards,

Peter