Extra Vegas Casino - Бонусні виграші гравця втрачені.

Announced that I played for higher stakes than 5e.

To my recollection, I played some round with a 6e bet without any win ....

Now appeal to it and the whole amount is lost from the repatriated and does not appear anywhere ....

And secondly, it took 5 working days to process the withdrawal and it would probably have taken another 7 working days before I could win ...

Ilmoittivat että olen pelannut korkeammalla panoksella kuin 5e.

Muistaakseni pelasin jonkun kierroksen 6e panoksella ilman mitään voittoa....

Nyt vetoavat siihen ja koko summa on kadonnut kotiutettavista eikä näy missään....

Ja toisekseen kotiutuksen käsittelyssä kesti 5 arki päivää ja siitä olisi ilmeisesti vielä 7 arkipäivää kestänyt ennenkuin olisin saanut voitot... Toisilla kasinoilla bonus rahalla pelatessa järjestelmä ei anna panosta nostaa suuremmaksi kuin mikä on siihen luokiteltu...

Dear Veli Pekka,

Thank you very much for submitting your complaint. I fully understand how difficult the whole situation must be for you. I carefully checked the Bonus Terms on the website, and this is what I found https://www.extravegas.com/en-FI/bonus-rules:

„ Until the play through requirements have been met, the maximum amount per spin/ bet that can be placed is €5. We reserve the right to decline a withdrawal and void any winnings, if you place a bonus money bet higher than the allowed limit."

Unfortunately, if the casino shares all the relevant information on its website, there is not much I can do for you in this matter. I understand that it would be easier for the players if the maximum bets were controlled and enforced by the casino during the bonus play, but, unfortunately, that is not a common practice yet. It is not unusual for casinos, to put restrictions on the bonus play (restricted games, game providers, maximum bet etc.)

Please, understand that breaching the terms led to confiscating the bonus winnings and it is an irreversible process.

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. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Dear Veli-Pekka,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.