The player from Austria had claimed a bonus and won approximately €5000 in the casino. However, his payout was reduced to the initial stake of €50 because he had unknowingly exceeded the max bet condition in the bonus terms. The player had expressed dissatisfaction due to the lack of warning about exceeding the max bet. We had examined the bonus terms and conditions, confirmed the max bet rule, and explained this to the player. The player had acknowledged our explanation, and due to his acceptance of the situation, we had rejected the complaint.
Tsars Casino - Player's dissatisfied with the bonus conditions.
Amount: €5,000
Tsars Casino
Safety Index:HighSafety Index
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 month ago
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1 month ago
Translation
I claimed a bonus, played it through, and then took the free spins. I did not notice that the bonus conditions state a max bet of €2, when the initial bonus was €5. Over the course of about 1 hour, I played with a stake of up to €4,50 and won approximately €5000. That's when I realized the wager progress only resumes if your bet is less than €2.
I then lowered my stake to €2 and met the betting requirements. My payout of €5000 was then reduced to €50 (my stake). Why is there no warning if the wager exceeds the max bet? In my opinion, this is fraudulent.
Automatic translation:
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1 month ago
Dear Jaykekz,
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:
7) Maximum allowed bet during bonus wagering - EUR 2/ CAD 3/ USD 2/ RUB 200/ NOK 20/ NZD 4/ PLN 10.
Our position is closely explained in Fair Gambling Codex:
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. Not all casinos enforce the maximum allowed bet on the software level and this is not something we can penalize them for.
You should consider yourself lucky that the casino simply didn't count such bets into wagering requirements instead of confiscating all winnings, which is the usual procedure after players breach the maximum allowed bet.
I can only recommend that you always thoroughly read the bonus terms before activating bonuses to be prepared for situations like this.
Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.
Thank you in advance for your understanding.
Best regards,
Kristina
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1 month ago
Dear Jaykekz,
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.
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1 month ago
Translation
In that case there's nothing you can do here anyway...thanks for the explanation anyway
Automatic translation:
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1 month ago
Thank you for your reply, Jaykekz. Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
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