The player from Germany breached bonus terms by placing a single bet greater than the allowed one. We rejected the complaint because the player didn't respond to our messages and questions.
VasyCasino - Player has been accused of placing bets higher than allowed
Amount: €2,200
VasyCasino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hi.
I signed up at the casino and made a deposit and received a bonus. After playing with it for a while with different bets of the money up to a maximum of €5 per game, I won around €3,000 in one game. But first I had to fulfill the bonus conditions. So I kept playing and when I had successfully completed the bonus conditions, there were still around €2600 left. I kept playing until I was up to €2200. From this I wanted to have 1200.-€ paid out. After the application I received an email with the information that I violated the terms and conditions. When receiving a bonus, you can only bet a maximum of €4 per game. But in the games it is not a problem to raise the stakes. I am aware that I should have read the terms and conditions, but first of all they are completely in English and so big that you simply overlook certain things. And secondly, the casino should actually ensure that you are not allowed to make too high a bet under certain conditions. And the profit would have come about if I had only staked €4 per game.
Then this would have been less. But the casino simply says I violated the terms and conditions and simply canceled my winnings and now there are only €250 in my account.
I find that the casino is speculating that the player does not read everything and that you do not receive your winnings even though you have legally won.
Automatic translation:
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2 years ago
Dear Frank,
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:
"3.7 All games have a maximum betting limit of 4EUR/AUD/CAD/USD/NZD or 40NOK per game round/spin during the time that a bonus is active on the player's account. This applies the entire time that the bonus is active on the player's account as long as nothing else is stated. Violation of this rule will forfeit the bonus and any winnings resulting from the bonus or other games that were completed during the bonus period."
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 any relevant communication between you and the casino. My email address is kristina.s@casino.guru.
Thank you in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
Great. That has nothing to do with standards. In my opinion, these are clear rules that only serve the casino not to have to pay out winnings. And then you support it.
Automatic translation:
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2 years ago
Thank you for your reply, Frank. I completely understand your frustration and we would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet.
I am sorry, but if you have repeatedly breached the maximum allowable bet, we cannot force the casino to pay out your winnings.
