The player from France has been accused of breaching bonus terms by placing a single bet greater than the allowed one. Since the player has breached maximal bet condition multiple times (with buying in-game bonus features), we were forced to reject the case.
PrinceAli Casino - Player’s bonus winnings have been voided.
Amount: €30,000
PrinceAli Casino
Safety Index:Above averageSafety Index
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6.7
PrinceAli Casino has a Safety Index of 6.7, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hello,
I have been playing at online casinos for several years and I know all the conditions and rules of these very well.
As usual I made a deposit with Prince Ali having selected a bonus without wager.
I know perfectly well that when playing with an active bonus you cannot exceed 8 € maximum total bet. I'm used to educating myself well and paying attention to that.
So I played without ever exceeding € 8 stake and I started to make good wins. Luck was on my side and I won over € 30,000.
So I asked for a withdrawal of € 2,500. At Prince Ali, the withdrawal limit per week is € 2,500.
Then, as I still had winnings in my balance, I continued to play knowing that my first withdrawal request had been made.
For the occasion I decided to buy some slots bonus being careful not to exceed 8 € of stake. These are the bonuses or free spins offered for purchase for certain games.
In general, for most games, the cost of the bonus is € 20 for 0.20c stake, € 40 for 0.40c stake and so on ...
After 3 days I received an email from Prince Ali's financial department explaining to me that I had violated the deposit bonus rules by having purchased play bonuses and therefore that the cost of the bonus exceeded € 8 stake. . They considered that the cost of the play bonus was also part of the rule of 8 € of stake not to be exceeded.
I have been fully aware for years of the wagering rules when accepting a 40% or 50% bonus ... that casinos offer.
On the other hand, I was never informed that the amount of the game bonus on purchase should not exceed 8 € too.
Knowing that the lowest cost of a game bonus on purchase is € 20 for a stake of 0.20c.
In conclusion, even if your total bet is 8 € or less and you buy a bonus or free spins of games, the casino will remove your winnings because they will take into account the total cost of your purchase of bonus games which will necessarily exceed 8 €.
As a result, Prince Ali's financial service canceled all my winnings (+ € 30,000) including my withdrawal request of € 2,500 knowing that I had not purchased a gaming bonus with these winnings of € 2,500.
It was a cold shower for me!
They even deleted my withdrawal of € 2,500 even though I had respected the rules for these winnings since I started to buy certain free spins game bonuses only after making my withdrawal request.
They don't have to try to sort out or understand, they canceled everything.
I found it extremely dishonest of them not to have at least validated my withdrawal request.
Over € 30,000 in earnings is a lot of money, I clearly felt and finally understood that Prince Ali would look for an excuse not to pay me this amount.
No indulgences on their part.
Finally, be aware that when you make a deposit by selecting a percentage bonus (20%, 30%, 40% ...), you will not be able to buy any bonus or free spins of games unless it costs you 8 € maximum. This is impossible (except rare exception) because in general the minimum cost of a free spins game bonus is 20 € for 0.20c of stake.
Take care, learn all the rules before you play, and good luck!
Automatic translation:
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2 years ago
Dear Sam,
Thank you very much for submitting your complaint. I fully understand how difficult the whole situation must be for you. I carefully checked the Bonus Terms on the website, and this is what I found:
„11.4 If a bonus has been claimed, the maximum bet allowed is €/CAD 8, over the entire game session related benefited from the bonus (both real/bonus balances). This rule also applies to the free spins or bonus-games a player can buy directly from a game since the amount of the purchase is considered as the amount of the bet."
Could you please forward your game history to kristina.s@casino.guru? If there’s any other relevant communication between you and the casino, please forward it as well.
Thank you in advance for your reply.
Best regards,
Kristina
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2 years ago
Thank you for your email, Sam. This doesn't look to me like a full game history, but correct me if I am wrong. If this is only a part of your game history, would you be so kind and forward me the rest?
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2 years ago
Translation
Hello, yes I sent you 2 pages / 900!
For the same date I have 900 pages of game history.
Unfortunately, I couldn't send everything.
However all the other pages look like the ones I sent you.
All my bets are less than or equal to 8 €.
What caused the problem were the few bonus purchases which ultimately came to be regarded as the stake amount.
This is the only rule that I did not know.
Now I know it. To the great regret of having seen all my great winnings disappear: + € 30,000!
They also canceled my request to withdraw € 2,500 which was in order.
Also, the Casino closed my player account at my request.
I don't want to play at Prince Ali's anymore.
It's over.
I would be careful with the bonuses offered by Casinos now.
The ideal is to play reasonably with cash without deposit bonus.
Have a good day.
Automatic translation:
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2 years ago
Thank you very much Sam for your reply. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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2 years ago
Hello Sam.
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
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2 years ago
Hi Sam,
I am in contact with risk management for review of your query. I will respond as soon as possible
Regards,
Levi
Communications Manager
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2 years ago
Hi All,
Apologizes for the delay in response as the holidays have us a little behind.
As mentioned above by Kristina and clearly stated in the terms and conditions : https://www.princeali.casino/bonus-terms
" 11.4 If a bonus has been claimed, the maximum bet allowed is €/CAD 8, over the entire game session related benefited from the bonus (both real/bonus balances). This rule also applies to the free spins or bonus-games a player can buy directly from a game since the amount of the purchase is considered as the amount of the bet. "
Risk management has responded that this was a clear case of over-bet as the player placed bets of up to 2000 euros. This resulted in cancellation of the full game session.
Terms and conditions : https://www.princeali.casino/bonus-terms
" 11.6 If PrinceAli or Betrust Entertainment B.V realizes that a User has violated one of the conditions above or any other terms and condition of this contract, the Casino can opt for one or more of the following :
- Full bonus balance and real money balance cancellation.
- Cancellation of the full game session.
- Retention of the user's winnings obtained in this game session. "
This case is considered closed and resolved by risk management
Regards,
Levi
Communications Manager
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2 years ago
Translation
Hello, with over € 30,000 in winnings, my goal was not to violate the rules and conditions of the Casino. Believe me.
I was simply not informed that the bonus purchase amount was considered to be the stake amount.
If I had been warned I would never have bought any bonuses in the games.
I find that not very honest, especially since I had not purchased a bonus for my winnings from my withdrawal request of € 2,500.
The Casino should have paid me these winnings and canceled the remaining balance on my player account.
Too bad for me and perfect for the Casino once again.
Prince Ali never again.
Have a good day.
Automatic translation:
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2 years ago
Dear Sam.
I am very sorry about this situation, but with buying bonus features you have clearly breached the maximum bet rule of the casino. The best practice would be enforcing such a limitation by the system, so you would not be allowed to breach this rule. Unfortunately, your experience is an industry standard and in the future, I highly recommend you to do a detailed examination of bonus conditions for each bonus you claim. I am forced to reject your case.
You have every right not to agree with our decision. Additionally, you can also contact the casino licensing authority (I can help you with that), although I am afraid their opinion would be the same.
Let me know if you have any questions.
Best regards, Jozef
