The player from Germany won 1,900 Euros with a wager-free bonus at VasyCasino. He canceled the bonus and requested a withdrawal, continuing to play with the remaining balance. The casino canceled the withdrawal and confiscated the winnings, citing a max bet rule violation which the player denies. After a closer examination, we ended up rejecting this complaint as unjustified.
VasyCasino - Player’s withdrawal is cancelled due to max bet rule.
Amount: €1,700
VasyCasino
Safety Index:Below averageSafety Index
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5.8
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Hello dear Team,
On September 2nd, I took a 100% wager-free bonus at Vasy. I deposited 30 Euros and played with 60 Euros.
I quickly climbed to 1900 Euros. It was a wager-free bonus, so I cancelled it and requested a withdrawal of 1700 Euros. I then had an amount of just under 200 Euros left in my account.
In the account menu, the amount was listed under "Real Money". Hence, no active bonus is left anymore.
I continued playing with the remaining money and even made one or two bonus buys.
Now, the withdrawal has been cancelled and all winnings are gone. Only the 30 Euros I had deposited are left on my account.
In an email I received today, it was stated that I exceeded the max bet of 4 Euros and therefore the money is gone.
This counts as long as the bonus is active. But since the bonus has been cancelled and converted into real money, the bonus is no longer active for me. While the bonus was active, I never exceeded the 4 Euro max bet.
According to the log, the withdrawal was cancelled on September 2nd at 8:06 pm. The request for withdrawal was around 10:06 pm. Unfortunately, I can't see that anymore. The first buy was around 10:16 pm with "Real Money". I am wondering, how can the cancellation be at that time?
I have taken screenshots of the game history and the chat.
I hope you can possibly assist me on this.
Best regards, Dennis
Automatic translation:
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1 year ago
Dear Dennis,
Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found (here):
3.7 All games have a maximum bet limit of 4 EUR/AUD/CAD/USD/NZD or 40 NOK per game spin while a bonus is active on the player's account. This rule applies for the entire duration the bonus is active, unless otherwise stated. Violation of this rule will result in the forfeiture of the bonus and any winnings obtained from the bonus or other games during the active bonus period.
We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet.
Please do not hesitate to forward your game history along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.
I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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1 year ago
Translation
Hello Petronela,
I sent you two emails with all the necessary screenshots.
A short explanation is also included. Feel free to contact me for further questions.
Greetings Dennis
Automatic translation:
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1 year ago
I have checked the general bonus terms and conditions once again and this is what I found (here):
3.15 The player has the right to cancel a bonus campaign from their account. Any winnings generated by the bonus will also be canceled. The cancellation of a bonus campaign differs from the end of a campaign. An end is considered as such when the player has finished playing, made a withdrawal request, and this has been approved.
Since you wrote that you cancelled the bonus it seems that you cancelled the accumulated winnings as well. Could you please advise if you requested a withdrawal or simply cancelled the bonus without placing any withdrawal request?
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1 year ago
Translation
Hello, I canceled the bonus after winning because it was a "wager-free" bonus. So I don't have to wager the bonus.
I then requested a withdrawal and continued playing with the remaining money. The next day I received an email saying that the withdrawal had not been approved by the casino.
I also took a screenshot of it. 
Automatic translation:
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1 year ago
Your winnings were voided because you did not fulfill the bonus requirements. As outlined in the rules, the bonus is considered completed when a withdrawal request is made. However, in this case, you opted to cancel the bonus, initiated a withdrawal request, and then proceeded to continue playing. This action contravenes the standard bonus terms and conditions.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
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1 year ago
Dear Dennis,
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 year ago
Translation
Hall. Can be closed . Thanks for the help
Automatic translation:
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1 year ago
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
