PrimaPlay Casino - Player's winnings confiscated due to a breach in wagering rules.

Casino denied winnings because a small fraction of the of my wagering was 10 dollars insteelad of the 5 dollars the terms allowed. However it was a duel free spin/deposit percentage bonus and free spins are allowed to wager at 10 dollars. Keep in mind that they they force you to take those free spins right off the top every game is locked and you have to and the rules say nothing about not being allowed to wager your winnings from those matter of fact tends maximum. Also very mine is it this time I waited we're accidental they were a small fraction of my total wager and I won virtually nothing from them and they didn't count towards my playthrough. As far as I can tell I would have walked away with a few hundred more had I not made them. I certainly don't deserve to have the hard earned and against already outrageous odds $4,000 that I won just ripped away from me.

Dear cj103738,

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 tomas@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,

Tomas

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

All Free Spins:

have a wagering requirement of 35x the winnings from the spins

permit wagers on Slots, Keno and Scratch Cards only

have a maximum bet of $10, or $5 if redeemed prior to first purchase

maximum cashout $100

Noticed these rules conflicted with the other section. Funny thing is, had I not made the ten dollar bets I probably

would've claimed hundreds more in winnings. Something tells me that you wouldve found a a way to not pay out

To Investigate further, we would need to review your gaming history.

You can usually request it from casino support for a specific period in .csv format (or similar table format)

Kindly request it from support and send it to me for review to my email at tomas@casino.guru

Dear cj103738,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Even casinos with fair rules and good approaches to gambling can sometimes be tricky for players. In some cases, players might not be aware of certain rules and break them accidentally despite the rules themselves being fair in our opinion. This is why we believe all rules should be technologically enforced by the casinos to stop players getting into trouble on accident.

EXAMPLE:

What does the term "technologically enforced rules" mean? It means that if a casino has, for example, a maximum bet limitation of $5 when playing with bonus money, it shouldn't allow players to place bets higher than $5. The casino's system shouldn't accept any bets higher than that, which would mean players wouldn't be able to accidentally break a rule that they might not be aware of.

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.

Seems you some conflicting positions just like that casino does

Thanks for your point of view, cj103738.

The rule exists to protect the casino from bonus abusers. While it should be enforced, we can't penalize casinos for applying the rule according to the industry standard (winnings confiscation, if the rule is breached).

Without further information regarding your gameplay, we won't be able to proceed with an investigation and confront the casino.

Since no new information has been presented from you, we'll close the complaint, due to lack of evidence.

If you happen to come across the game history, forward it to my email at tomas@casino.guru we'll review it.

Please do not hesitate to contact us if you run into issues with any online casino in the future.