PlayCroco Casino - Player’s bonus winnings have been voided.

They have denied my full payout claiming that you can not bet over $10 and because I used $25 bet the are voiding my payout

They claim this is in terms and conditions when applying a bonus but the only terms and conditions that are stated are your winnings are wagered at x60, max cash out and minimum deposit. There is nothing to tell you about Max betting and now they refused to pay me what they owe me

Dear Nichole,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Bonus T&Cs, and I found the term:

„In the interests of fair gaming, there are limits on the maximum bet sizes you can place during the playthrough of any bonus including cashback offers. $10 is the maximum bet unless specifically stated otherwise. Betting above $10 during a bonus playthrough will result in any promotion winnings voided."

Our position closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused by mistake, feel free to forward me your game history from the point you started playing with this bonus. My email address is kristina.s@casino.guru. 

Looking forward to hearing from you.

Best regards,

Kristina

Thank you for your email, Nichole. I am very sorry, but if you breached the maximum allowed bet systematically and accumulated winnings from such bets - smaller or bigger, we are not able to help.

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. 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.

Dear Nichole,

We are extending the timer by 7 days. If there is anything else we could help you with, let us know, otherwise, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player breached the maximum allowed bet and later has stopped responding to our messages and questions.