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Hello, I had deposited 50 euros and claimed a 300% bonus and played my way up to 2600 euros. Then, unfortunately, almost everything was lost and in the end I wanted to have 407.50 euros paid out. Bonus conditions fulfilled according to the casino, and the money amount was in the casino as my real money balance. The next day the withdrawal was canceled and I was credited with my 50 euros. I violated the terms and conditions but how cheeky is it that they don't use the game in such a way that you don't violate it. And games that I am not allowed to play according to the bonus conditions could be played without any problems. The entire amount of money stood as my real money balance in the casino. According to the casino, I played too high a stake with the bonus, but why isn't this displayed internally or why can't you play higher than allowed? This is a trap in my opinion. Was able to play for 4-5 hours all the time and only when paying out was it said you had violated our terms and conditions. But why was the amount there as my real money balance and could the money be sent to the payout? Maybe you can help me there.

Hallo, ich hatte 50 Euro eingezahlt und einen Bonus von 300% beansprucht und mich auf 2600 Euro hoch gespielt. Dann dummerweise fast alles verspielt und am ende wollte ich 407.50 Euro auszahlen lassen. Bonus Bedingungen laut casino erfüllt, und der Geld Betrag stand im casino als mein echt Geld Guthaben. Am nächsten Tag wurde die Auszahlung storniert und mir wurden meine 50 Euro gutgeschrieben. Ich habe gegen die AGBs verstoßen aber wie frech ist das ,dass die im spiel nicht den Einsatz so legen das man nicht dagegen verstößt. Und spiele die ich laut Bonus Bedingungen nicht spielen darf, konnte man ohne Probleme spielen. Der gesamte Geldbetrag stand als mein Echtgeld Guthaben im casino. Ich habe laut dem casino einen zu hohen Einsatz gespielt mit dem Bonus aber warum wird das nicht intern angezeigt oder das man gar nicht höher spielen kann als erlaubt? Das ist in meinem Auge eine Falle. Konnte die ganze Zeit über 4-5 Stunden spielen und erst bei der Auszahlung hieß es sie haben gegen unsere AGBs verstoßen. Aber warum stand der Betrag als mein Echtgeld Guthaben da und konnte das Geld in die Auszahlung schicken. Vielleicht können Sie mir da ja weiterhelfen.

Dear krauserouven,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear krauserouven,

Have you received your withdrawal from the casino yet?

No, I did not receive a payout because I allegedly violated the terms and conditions

Nein ich habe keine Auszahlung erhalten weil ich ja angeblich gegen die AGBs verstoßen habe

Thank you for your reply, krauserouven. Do I understand correctly that the casino accused you of breaching the maximum allowed bet? I checked the Bonus T&Cs and I found this:

" 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 / 4 CAD / 4 USD / 40 NOK 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 kristina.s@casino.guru.

If there is any relevant communication between you and the casino, please send it as well. Thank you.

Dear krauserouven,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.