Slots Capital Casino - Player's winnings confiscated due to betting limit breach.

I finally won and they took my 12700 in winnings cause I bet some spins at 15 dollars which they said was over 10 max limit even though it says nothing like that in bonus description only in casino terms and conditions which is hard to even find and I have lost many thousands there over many months

Dear dwolfman66,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Please let me refer to the specific rule in the bonus T&Cs:

1.WHILE A BONUS IS ACTIVE, THE MAXIMUM BET ALLOWED IS $10 (or equivalent if using another currency) PER SPIN or WAGER. This applies to all Slots Capital games. In the interests of fair gaming, there are limits on the maximum bet sizes you can place during the playthrough of any bonus ($10 being the maximum unless SPECIFICALLY stated otherwise). The following terms & Conditions apply to all of bonuses offered at Slots Capital casino. A bonus is completed when the winnings are requested to be paid out from the bonus, or the balance decreases to be $0 and the bonus is removed by the system. 

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

Thanks for your email, dwolfman66

We understand this rule might be sometimes applied without much leniency towards players, nevertheless to consider your complaint as valid we would need to investigate the extent of the breach of this rule. We will need to check your gaming history. Kindly request the full gaming history with the records of your balance and all bets taking place while the bonus was active from the casino and forward it to me.

Without it, we won't be able to proceed.

I'll wait for your reply.

Hello,I am not real tech savvy,I don’t know how to get and send you my history there but would be happy to do so

You should contact casino support and request it. Once you receive the records in the form of a .csv file forward them to me.

Please let me know if there are any issues along the way.

Dear dwolfman66,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.