Casino Night - Виграш гравця конфіскується.

Hello,

Casino night has confiscated my win claiming I overbet on bonus portion. I was betting the maximum bet allowed in CAD currency since the system autoblocks any bet that exceeds max bet allowed, so it is IMPOSSIBLE to overbet on their casino.

 As a matter of fact, the system does not allow an overbet as the game is stopped if that is the case, and blocks the player from overbetting by showing a message stating the maximum limit has been reached. The system autoblocks any bet over the max bet on bonus portion as I have accidentally attempted to over bet on autospin and the game stopped when passing over from real cash portion to bonus portion REJECTING THE BET so I don't see how it is even possible for them to claim that I overbet.

Also, I would like to point out that the casino allows to bet the equivalent currency as stated in terms and conditions, but they claim the maximum amount of a bet is 5€/$/CAD, and not the equivalent in another currency. I have attached a screenshot of terms and conditions that shows this is completly false and now I feel like casino is just trying to find an excuse to confiscate my win.

 Terms and conditions state 6. ‘The maximum wagering allowed is €5 (or the equivalent in any other currency) per spin or game when playing with the bonus balance. If you place a wager greater than this amount, the active bonus and winnings will be removed.’

Please help me resolve this matter

Dear Laylapinkish,

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

Our position regarding maximum allowed bets is closely explained in Fair Gambling Codex:

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.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you in advance for your reply.

Best regards,

Kristina

Email was sent to you.

Thank you very much for your reply, Laylapinkish. Please note that in order to proceed with this complaint we need to review your game history in PDF form or excel sheet. If you don't have the option to download the full game history from your casino account in one of these formats, please request it again from the casino and forward it to me.

Hello,

Casino says they do not provide pdf or excel format of game play history and are suggesting me to take screenshots from my account.

Thank you very much, Laylapinkish, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you Laylapinkish for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Casino Night for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

Details of the Case:

The player exceeded the maximum bet limit while using bonus funds.

Bonus Details:

Game: The Dog House

Bonus Type: CRM_Friday Top-up_30% up to €200 (unlimited)

Bonus Amount: CAD 300

Violation: The player placed bets of CAD 10 (approx. €6.67) while using the bonus, exceeding the allowed limit of €5 per spin/round.

Action Taken:

Pending withdrawals totaling CAD 12,256 have been canceled.

CAD 300 has been credited back as a bonus balance for the player to continue playing within the rules.

Reason for Action – Bonus Terms Violation:

According to our Bonus Terms (Section 7):

"When using bonus funds, the maximum bet allowed for any spin or round is €5 (or the equivalent in other currencies). If a player bets more than this amount, both the bonus and any winnings may be forfeited."

Best regards,

Thank you for the update Casino Night representative. Would it be possible to provide me with the player's betting history for review? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hello,

An email has been sent to you with the requested documents.

Thank you in advance

Thank you for providing me with the information Casino Night representative.

Dear Laylapinkish, the max bet rule is an industry standard and we don't like to go against it but according to Our Fair Gambling Codex, we look at each case individually to determine if the player gained any unfair advantage. Unfortunately, looking at your gaming history provided by the casino you have repeatedly broken the max bet rule. We believe the steps the casino has taken in this case are justified and we will subsequently reject your complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter