The player from Germany had his bonus winnings capped without further explanation. We rejected the complaint because the player didn't respond to our messages and questions.
I signed up at the casino today.
I claimed the 100% deposit bonus there. € 50 deposited play with € 100.
At around 1300 € I have met the sales conditions.
After that it knocked me out of my game and I was attracted almost € 1000.
That’s really bad.
I've never seen that before.
When I think of it that someone wins 3000 to 4000 euros with the bonus and you take everything away from you except for 250 euros, it is very similar to a fraud.
Dear Tim,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please confirm that the exact redeemed promotion was the 1st Deposit bonus? Do I understand it correctly that after you have completed bonus wagering, €1,000 was confiscated? How much is your withdrawable balance and which payment method you have opted for to deposit funds, please? Did you receive any explanation from the casino? If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I have checked general bonus terms and conditions, and this is what I found https://playigo.com/en/casino-bonus-terms:
"The maximum winnings from each Welcome Bonus are limited to ten times (x10) the deposit amount. (Example: a player deposits €/$100 and gets a €/$100 bonus; the maximum that can be won from the said bonus is €/$1000. Any amount exceeding that will be automatically deducted)."
Is this what has happened?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela