Casino Days - Бонусний виграш гравця анульовано.

Good day,

I played at this casino while a bonus was activated (deposit bonus of € 200 with a turnover of € 7000) with more than € 5 per stake. The online casino then reserves the right to annul all games played during this time.

In the end I won something and wanted to pay it off.

The withdrawal was canceled and the amount of 1200 € was manually debited from my account. Now I was told that during the bonus time I was only allowed to play with € 5 per bet and therefore all games were canceled.

Is that even legal?

BG

Max

Guten Tag,

ich habe beim spielen in diesem Casino während ein Bonus aktiviert war (Einzahlungsbonus von 200€ bei einem Umsatz von 7000€) mit mehr als 5€ pro Einsatz gespielt. Das Onlinecasino behält sich daraufhin vor alle wärend dieser Zeit getätigten Spiele zu anolieren.

Ich habe am Ende etwas gewonnen und wollte es mir auszahlen.

Die Auszahlung wurde storniert und der Betrag von 1200€ manuell von meinem Konto abgebucht. Nun wurde mir erklärt, dass ich wärend der Bonuszeit nur mit 5€ pro Wette hätte spielen dürfen und deshalb alle Spiele annuliert wurden.

Ist das überhaupt rechtens?

BG

Max

Dear Max,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue.

I carefully checked the Bonus Terms on the website, and this is what I found https://casinodays.com/en?bonus=true:

„Wagering whilst having active bonus offer(s)

Whilst having an active bonus the maximum bet allowed is €/£/$5 per spin, €/£/$0.50 per bet line or for card and table games the total maximum stake is €/£/$5 until wagering requirements have been met. This includes double up wagers, gamble features or buying features. Casino Days reserves the right of voiding bets and winnings resulting from bets of larger amounts as well as applying a wagering penalty on current bonus(es)."

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. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

If you are aware of placing higher bets then the allowed ones, sadly, there is not much we can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

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, otherwise, I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Thank you very much for reviewing my concern.

I still can't understand this lousy number from the online casino.

You would certainly not have canceled the games if I had lost!

Have a beautiful Sunday

BG

Max H ***

Vielen Vielen Dank für die Prüfung meines Anliegends.

Ich kann diese miese Nummer seitens des Onlinecasinos noch immer nicht verstehen.

Sie hätten die Spiele sicher nicht annuliert wenn ich verloren hätte!

Schönen Sonntag

BG

Max H***

We’ve rejected this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.