The player from Germany has been accused of breaching bonus T&Cs by placing a higher single bet than allowed. We rejected the complaint because the player didn't respond to our messages and questions.
Yesterday € 20 deposited with € 100 played
Bonus unlocked € 60 balance, winnings about € 2300
Payment requested 1500 € with the remainder further stored. Balance at 2200
Now reproach from the casino stakes were too high, all winnings canceled, payout 0. Shock. Chat and support icy silence. Question is that right, you see an opportunity for me, is a lot of money for me
Dear toralf64,
Thank you very much submitting your complaint. I’m sorry to hear about your problem. I have checked the General Bonus T&Cs (https://slotohit.com/en/promotions/gbt/) and this is what I found:
"Important: Please be aware that the maximum bet allowed per game round during bonus play is 8% of the value of the initial bonus balance, but not higher than €5 until such a time as wagering requirements have been met. A bet includes any special bet feature, any gamble function or any other type of wagering activity (regardless of its name). If upon withdrawal, during the review of transactions, it appears that this term is breached, the bonus and all resulting winnings may be void."
We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a 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.
Best regards,
Kristina