The player from Finland has been accused of breaching bonus T&Cs by placing higher single bet than allowed. We rejected the complaint because the player didn't respond to our messages and questions.
I played free spins which I won a bit. That same evening I got the required amount recycled, but the casino refuses to withdraw money and says I have played with too high a bet of 5e Max. In fact, my bet did not rise above 3e / round.
Dear Anttielo,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the General Bonus T&Cs (https://www2.voodoodreams.com/fi/bonussaann) and I found this:
„g. When playing with the bonus, you are allowed to bet up to € 5 / $ 5 / £ 5/50 SEK / 50 NOK / ₹ 500 per round (or equivalent currency). The bet limit is valid until the bonus is fully wagered. This limit also includes doubles and the purchase of bonus features in games such as White Rabbit."
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 are sure you didn’t breach this rule, please forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is kristina.s@casino.guru.
If there is any relevant communication between you and the casino, please send it as well.
Thank you in advance for your reply.
Best regards,
Kristina