Dear HyWiis,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&C and found this: https://staxino.com/en/bonus-terms
1.11. You may not place any bets that exceed the maximum bonus bet size when using bonus money. The maximum bonus bet size is 4 EUR (or the equivalent in any other currency) per bet/spin or equivalent, unless it is stated differently in the specific terms and conditions tailored to each bonus campaign. Please note that it is your responsibility to ensure that you are aware of the maximum bonus bet size. For cases where bets are deemed to have exceeded the maximum bonus bet size, an account may be reviewed, and the bonus funds confiscated in the process.
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
Dear HyWiis,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&C and found this: https://staxino.com/en/bonus-terms
1.11. You may not place any bets that exceed the maximum bonus bet size when using bonus money. The maximum bonus bet size is 4 EUR (or the equivalent in any other currency) per bet/spin or equivalent, unless it is stated differently in the specific terms and conditions tailored to each bonus campaign. Please note that it is your responsibility to ensure that you are aware of the maximum bonus bet size. For cases where bets are deemed to have exceeded the maximum bonus bet size, an account may be reviewed, and the bonus funds confiscated in the process.
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