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Hello.

I won 3200 euros and wanted to cash it out.

Now the withdrawal has been canceled because I allegedly violated the bonus terms and conditions. I did make bonus purchases, but the actual bet per spin was never higher than 1 or 2 euros.

And most casino sites immediately stop you if you bet too much during a bonus. I feel really ripped off.

I was really happy that I finally won something again, and now I have no winnings, just my 30 euros in my player account.

I hope you can help me.

Kind regards

Hallo.

Ich habe 3200 euro gewonnen und wollte sie auszahlen lassen.

Jetzt wurde die auszahlung storniert weil ich angeblich gegen die bonusbedingungen verstoßen habe. Ich habe zwar bonuskäufe getätigt, aber der tatsächliche einsatz pro spin war nie höher als 1 oder 2 euro.

Und auf den meisten Casino Seiten wird sofort gestoppt, falls man zu viel einsetzt während eines Bonus. Ich fühle mich richtig verar....t.

Ich habe mich riesig gefreut dass ich endlich mal wieder was gewonnen habe und jetzt habe ich keinen gewinn, nur meine 30 euro am spielerkonto.

Ich hoffe, Sie können mir helfen.

Mfg

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Dear benschi,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and I found this:

2.2. The maximum bet while wagering is 5 EUR, 5 USD, 7.5 CAD, 7.5 AUD, 7.5 NZD, 50 NOK, 400 RUB, 100 ZAR, 30 BRL or the equivalent in other currencies, unless otherwise specified. For cryptocurrency bets, the maximum bet is determined by the crypto equivalent of 5 EUR at the time the bet is placed, based on the exchange rate provided by Coinbase Converter. Players are advised to check the exchange rate at the time of betting for accuracy. The maximum bet limit applies to all wagers, including those placed after doubling a bet following a completed game round or during bonus rounds purchased within a game. Violating this rule will result in the forfeiture of all winnings derived from the bonus.

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 [email protected].

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

So if you buy free spins for 10 euros with a stake value of 10 cents, it is actually unfair to say that the stake was 10 euros, because the winnings are correspondingly smaller due to the stake of 10 cents.

Additionally, casino sites usually warn you that the stake is too high. This isn't the case for bets as small as 10 cents to 1 or 2 euros.

Wenn man also um 10 Euro Freispiele kauft mit einem Einsatzwert von 10 Cent ist es eigentlich unfair zu sagen, dass der Einsatz 10 Euro war, weil die Gewinne ja dementsprechend kleiner ausfallen wegen des Einsatzes von 10 Cent.

Außerdem wird man normalerweise auf den Casino Seiten gewarnt, dass der Einsatz zu groß ist. Was man von 10 cent bis 1 oder 2 euro nicht behaupten kann.

Thank you for your reply. I completely understand your point of view. However, in most casinos, including Rocket Spin, purchasing a bonus feature is considered a single bet, and the total cost of the purchase (in your example, €10) counts as the bet amount. This means that even though the base spin value was €0.10, the bonus buy price is what’s evaluated against the maximum bet rule.

Unfortunately, this rule is common across many casino platforms, and unless the casino clearly states otherwise in its bonus terms, they are entitled to apply it when reviewing gameplay.

If you still believe that your bet amounts were misinterpreted or if the casino’s terms were unclear, please forward me your detailed game history for the relevant session. I’ll be happy to review the information and check if there’s any ground for further discussion with the casino.

Thank you in advance for your cooperation.

Dear benschi,

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.