The player from Germany had won €2,600 on a 20 cent bet but had all winnings canceled due to allegedly exceeding the maximum bet limit, which he believed was not clearly outlined in the terms and conditions. The player questioned whether using the game's features constituted a violation of the betting rules. The issue was resolved as the player acknowledged that he had violated the terms and conditions with the feature spins, understanding that the casino was not at fault. The complaint was closed following the player's acceptance of responsibility for the misunderstanding.
Posido Casino - Player’s winnings have been confiscated.
Amount: €3,000
Posido Casino
Safety Index:HighSafety Index
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8.9
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Case closed
Our verdict
Other
REJECTED
Case summary
2 weeks ago
Public
Public
2 weeks ago
Translation
I have a big problem. I was incredibly lucky and won an amount of €2,600 on a 20 cent bet. After that, I just wanted to play through but, of course, I also tried other games, including Lucky Pharao by Blueprint.
In the game, you can either take your winnings or risk them for Power Spins with higher stakes, for example, betting €1 to get €4 Power Spins. I thought this was acceptable, but now all my winnings have been canceled with the explanation that I exceeded the max bet by sometimes reaching €60. If I accept such a feature or press the ladder up to 140, am I also violating the max bet then?
There is nothing about this in the terms and conditions!
Automatic translation:
Public
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2 weeks ago
Dear ozzymer,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.
Our position is 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 mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is veronika.f@casino.guru.
If there is any other relevant communication between you and the casino, please send it as well.
Thank you in advance for your reply.
Best regards,
Veronika
Public
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2 weeks ago
Translation
Thank you for your feedback!
Unfortunately, I actually violated the terms and conditions with the feature spins. I thought the max bet only counted towards the stake, but the feature spins also counted towards the wager, so that was unfortunately the end of it.
It's a shame about the money, but it's not the casino's fault.
Sorry for the unnecessary post mei
on the other hand
Can be closed with this
Edited
Automatic translation:
Public
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2 weeks ago
Thank you for your response and for acknowledging the situation. I appreciate your honesty and understanding regarding the terms and conditions of the casino.
I understand that losing funds can be disappointing, but it’s commendable that you’ve taken responsibility for the misunderstanding. Mistakes like these can serve as a learning experience for the future, and I hope this helps ensure smoother gameplay going forward.
If you ever need further assistance or guidance, feel free to reach out to us. We’re here to help.
I will now proceed to close this complaint. Thank you again for your cooperation and understanding.
Best regards,
Veronika
