The player from Germany has been accused of breaching bonus terms by placing a single bet greater than allowed. Therefore, his winnings were confiscated. Even though the player claims that the casino's support allowed him to place bets of €4, without any supporting evidence we couldn't proceed with further investigation.
Play Club Casino - Player’s winnings from a bonus have been cancelled.
Amount: €2,700
Play Club Casino
Safety Index:Above averageSafety Index
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 years ago
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4 years ago
Translation
Hello,
via your link on the 28.9. 200 euros paid. There was 400 euros as a bonus.
I hit high in real money and didn't need any bonus money during the entire 14,000 euro wager.
Both in the bonus terms and conditions as well as from the live support I was informed that Max Bet is 4 euros / 50 cents per line or 15% of the bonus amount.
On 9/29 I have completed the wager and requested a payout of EUR 3103. Since I wanted to continue playing, I canceled it and asked for a payout of 2500 euros.
With the remaining 616.84 I then played higher stakes while the payout was being checked.
Today I received a rejection because I should have violated the Max Bet rule. According to the game log, that was AFTER the withdrawal request, i.e. after the finished wager, where I then played Legacy of Dead for 6 euros.
I feel cheated out of 2500 euros
Automatic translation:
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4 years ago
Dear Knubbellttv,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked promotional terms, and this is what I found:
"When a bet abuses the betting system – regardless of which game it was placed on – it will not count towards a player’s wagering requirements. If the player placed single bets equal to or greater than €4 or €0.50 per line or 15 percent of the bonus amount before the wagering requirements for the bonus have been met, we reserve the right to withhold any amount in excess of the player’s original deposit from a player’s withdrawal."
This means, that even bets equal to €4 and 15% of the bonus amount counts as breaching the maximum allowed bet.
Mathias, do I understand correctly that you redeemed the special offer 200% up to €450 + 100 free spins? Please could you forward your whole game history from the bonus play together with any relevant communication between you and the casino? My email address is kristina.s@casino.guru. Thank you in advance for your reply.
Best regards,
Kristína
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4 years ago
Translation
Additional information from Knubbellttv:
" Hello,
I played with the 200% bonus in the Play Club and wagered the 14,400 euros. Then I requested a withdrawal of EUR 3103. I canceled this after my work and only had 2500 euros paid out. I left 600.84 to play on the account. Then I redeemed my loyalty points and received 16 euros in bonus money. With this money I violated the bonus conditions (while the other payout was already submitted but not approved). Two days later, the casino canceled the withdrawal and collected all winnings. I was only credited with the EUR 200 deposit. But I would like to have my profit of 2500 euros, which I have demonstrably won with a successful wager and a maximum of 4 euros stakes!
Despite calling support, the finance department did not contact us for clarification. I have now received another email that my complaint has been rejected.
chronology
Deposit € 200 code RLD10 = 200% = € 400 bonus = € 600 starting credit
Bonus closed 09/28/2020 4:51:07 PM
16:53 - 16:58 Fruity Friends = 50 cents stake
16:58 - 17:02 Feline Fury = stake 80 cents
17:07 - 17:13 Roman Legion = stake 75 cents
17:14 - 17:16 The Book Beyond = stake 1 euro
17:17 - 17:25 Book of Queen = stake 50 cents
17:27 - 17:33 Jonny Ventura and The Eye Of Ra = bet 60 cents
17:34 - 17:40 Star Cluster = stake 1 euro
17:40 - 17:47 Star Cluster = stake 2 euros
17:50 - 18:12 Bonanza = stake 4 euros
18:15 - 18:21 Book of Dead = stake 2 euros
18:22 - 18:26 Disco Danny = stake 2 euros
18:36 - 18:40 Books and Temples = stake 2 euros
18:40 - 18:43 Books and Temples = stake 3 euros
18:43 - 18:47 Curse of the Werewolf Megaways = stake 4 euros
18:48 - 18:50 Big Buffalo? Bet 4 euros
18:50 - 18:54 Roman Legion = stake 3.50 euros
18:55 - 19:01 Artemis vs Medusa = stake 4 euros
19:03 - 19:07 Sakura Fortune = stake 3 euros
19:08 - 19:18 Sticky Bandits = stake 3 euros
19:19 - 19:26 Rich Wilde and The Shield of Athena = stake 4 euros
19:26 - 19:33 Fortunium = stake 3 euros
19:34 - 19:37 Book of Madness = stake 3 euros
19:38 - 19:44 Books and Pearls = stake 3 euros
19:45 - 19:50 Ramses Book = stake 3 euros
19:52 - 20:10 Millionaire = stake 4 euros
20:10 - 20:15 Coywolf Cash = stake 3.50 euros
20:15 - 20:30 Divine Showdown = stake 3 euros
20:30 - 20:34 Book of Gold Double Chance = stake 4 euros
20:35 - 20:41 Honey Rush = stake 4 euros
20:42 - 20:51 Wild Frames = stake 3 euros
20:51 - 20:56 Doom of Egypt = stake 2 euros
20:58 - 21:10 Gladiators Go Wild = stake 3 euros
21:12 - 21:17 Book of Immortals = stake 3 euros
21:17 - 21:32 Golden Leprechaun Megaways = stake 4 euros
21:33 - 21:41 The Asp of Cleopatra = stake 3 euros
21:42 - 21:47 Rainbow Wilds = Rainbow Wilds 3 euros
21:47 - 21:49 Boom Bang = stake 2.50 euros
21:50 - 21:57 Rise of Dead = stake 3 euros
End of day 9/28/2020 = credit € 2,911.56
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5:07 - 5:08 Trollpot 5000 = stake 4 euros
5:10 - 5:15 Mighty Sphinx = stake 2.50 euros
5:16 - 5:22 Diamond Vortex = stake 4 euros
5:23 - 5:28 explosion = stake 3 euros
5:28 - 5:34 Riddle Reels A Case of Riches = stake 3 euros
5:35 - 5:51 Win a Beest = stake 4 euros
5:52 - 5:55 Nero's Fortune = stake 4 euros
5:55 - 6:04 Rally 4 Riches = stake 4 euros
6:05 - 6:20 Torros Gold = stake 2 euros
6:22 - 6:25 Mustang Gold = stake 4 euros
6:26 - 6:26 Midas GoldenTouch = stake 3 euros
6:28 - 6:34 The Dog House = stake 4 euros
6:34 - 6:36 Buffalo King = stake 4 euros
6:37 - 6:42 Tombstone = stake 4 euros
6:45 - 7:00 Legacy of Dead = stake 4 euros
7:01 - 7:06 Book of Dead = stake 4 euros
7:07 - 7:12 Shoughuns Secret = stake 3 euros
7:13 - 7:16 Book of Madness = stake 3 euros
7:16 - 7:21 Madame Destiny = stake 4 euros
7:21 - 7:29 Extra Juicy = stake 4 euros
7:30 - 7:35 The Dog House = stake 4 euros
7:35 - 7:42 Blinged = stake 4 euros
7:43 - 7:46 Rise of Merlin = stake 4 euros
Interruption on 29.9.2020 with an account balance of € 3,103.84
Payment request 29.09.2020 3103 euros
= 200% bonus completed !!!
As of September 29, 2020 in the evening: No bonus active
Withdrawal request 9/29/2020 3103 euros = canceled
Bonus activated from loyalty points 29.09.2020 = 16 euros
Bonus completed 09/29/2020 9:31:11 PM
Withdrawal request October 29, 2020 2500 euros
Credit before the next spin: € 616.84
(3103.84 - 2500 + 16 euros = 616.84)
21:31 - 21:34 Book of Dead = stake 3 euros
From 21:34 higher stakes played
At the time, the € 16 bonus was still active. The € 400 bonus was already ready and the payment requested BEFORE the higher stakes. The payout was then on October 1st. declined."
Automatic translation:
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4 years ago
Knubbellttv, we went through all the game history and your notes and we found a lot of bets in the amount of €4. Unfortunately, the maximum bet must be less then €4, as I mentioned in my previous message. The important words in the rule are here:
"...single bets equal to or greater than €4 or €0.50 per line or 15 percent of the bonus amount..."
(Which basically means, that bets of €4 and higher are not allowed.)
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.
Sadly, there is not much I 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 contact me if there is anything else, I could do for you in this matter. Thank you for your understanding.
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4 years ago
Translation
The live chat has confirmed several times that 4 euros is okay. Even on the phone, and the casino must have a record of this, the support told me that I only violated the bonus when I wagered OVER 4 euros. Claims were made for stakes from 6 euros.
Edited
Automatic translation:
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4 years ago
Would you be so kind and forward me any relevant communication between you and the casino, please? My email address is kristina.s@casino.guru.
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4 years ago
Translation
I can not do that. The casino's chat does not appear to be recorded. At least I didn't get a log, as is common in other casinos.
Of course, I did not record the phone calls with the support on the number (040 ...). The casino should do that, right? My contact person was MilanP last Friday.
I also think it's unfair that I don't get any details from the casino. The time stamps show exactly when I played with the bonus and which winnings are therefore invalid. And finally, a lack of goodwill.
Edited
Automatic translation:
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4 years ago
Please understand, that it is very difficult for us to proceed with this case without supporting evidence. Unfortunately, because you breached the maximum allowed bet mentioned in the Bonus T&Cs, and have no proof that the casino allowed this, we have no other choice than to reject this complaint. We would like to help you, but it’s impossible for us at this time.
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 this or any other casino and we will try our best to help.
