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I've been waiting for $ 800 for 18 days, and when that 18th day comes, suddenly the prize is cut off according to some weird rules ... they communicate with me for 18 whole days, it's all OK, that that $ 800 will be paid out, etc ... and then cut to 162.50!

18 dní čekám na výplatu 800 dolarů a když ten 18.tý den přijde, najednou je výhra seškrtána dle nějakých divných pravidel... celých 18 dní se mnou komunikují, že je vše OK, že oněch 800 dolarů bude vyplaceno atd... a pak seškrtáno na 162,50!

Dear Roman,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you accumulated your winnings with or without an active bonus? If you have redeemed a promotional offer, could you please forward me its name or link? I would like to check the bonus terms and conditions. Additionally, if there’s any relevant communication, please forward it to petronela.k@casino.guru. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello, I deposited $ 25 for several times and there was a 300% bonus. So I had a little over $ 100 to play. As I pay close attention to how the bonus is drawn to make various guesses about winning, after having a $ 100 "spin", I had $ 82 in my account. I played with those, until I gradually had $ 1,000, then $ 80, and so I rolled over $ 4,000 (I played for $ 20 a spin and more). In the end, I had $ 800 paid out to my Skrill account (one of the possible payouts). The next day I was asked about the documents I sent and I was told that everything was fine and I had to wait 2-18 days to pay out the prize. When nothing happened on the 18th day, I started to get nervous and there was no win on my winnings page, instead there was a $ 162.50 deposit. After communicating via chat with an operator, I was told that with a deposit of $ 25, it is possible to win a maximum of 10x deposit !!!! And the deduction of $ 82 is said to be the bonus ... and the biggest goal for now is that I don't have to pay out the winnings (not even those $ 162.50), because they say they have problems with a skrill account and I have set up an ecopayl, etc. deliver, to win, whatever the amount, still from 26.4 waiting ....

Dobrý den, vložil jsem jako již po několikáté 25$ a k tomu byl bonus 300%. Tudíž jsem měl něco přes 100$ do hry. Jelikož si dávám bedlivé pozor na to, jak se čerpá bonus, abych přednesl různým dohadům ohledně výhry, po "protoceni" 100$ jsem měl na kontě 82$. S těmi jsem hrál dal, až jsem postupně měl 1000$, pak 80$, a takto jsem protocil více než 4000$ ( hrál jsem za 20$ za otočku i více ). Nakonec jsem si nechal 800$ vyplatit na účet Skrill ( jeden z možných způsobu výplaty ). Druhy den jsem byl dotázan na doklady, které jsem zaslal a bylo mi sděleno, ze je vse v pořádku a na výplatu výhry mám počkat 2-18 dni. Když se nic ani 18-ty den nedělo, začal jsem být nervózní a na stránce s výplatami výher moje zadost o výhru nebyla, místo toho tam byla zadost na 162,50$. Po komunikaci přes chat s nějakým operátorem mi bylo sděleno, ze při vkladu 25$ je možná výhra max. 10x vklad!!!! A odecet 82$ Je prý onen získaný bonus.... a největší gól ke nyní to, ze výhru ( ani oněch 162,50$ ) nemám vyplácením, protože prý mají problémy se skrill účtem a mám si založil ecopayl apod. Víc nemám co dodat, na výhru, ať již v jakékoliv výši, stále od 26.4 čekám....

Dear Roman,

Thank you very much for your quick reply. I have checked withdrawal terms and conditions, and this is what I found https://www.vanguardscasino.com/en/terms:

"All Deposits of 249 USD/EURO/GBP/AUS or less have a max withdrawal of 10X the deposit for that specific play session (all other currencies pegged to USD). Once a withdrawal is approved, the casino applies the 10X rule and corrects the withdrawal to accurately reflect the 10X rule. The remaining funds are deemed 'Non-Withdrawable' and are cleared from the player's balance. Deposit bonuses used during a play session that results in a pending withdrawal request, are also 'Non-Withdrawable' and can be deducted from that particular pending withdrawal."

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

Finally, could you please advise if you have created an ecoPayz account to receive your bonus winnings? Thank you in advance for your reply.

Hello, I created an account with ecopayz, but I still don't win ...

Dobrý den, účet u ecopayz jsem vytvořil, nicméně výhru stále nemám...

Thank you very much Roman for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Roman.

Even though we dislike this rule a lot:

"All Deposits of 249 USD/EURO/GBP/AUS or less have a max withdrawal of 10X the deposit for that specific play session (all other currencies pegged to USD). Once a withdrawal is approved, the casino applies the 10X rule and corrects the withdrawal to accurately reflect the 10X rule. The remaining funds are deemed 'Non-Withdrawable' and are cleared from the player's balance. Deposit bonuses used during a play session that results in a pending withdrawal request, are also 'Non-Withdrawable' and can be deducted from that particular pending withdrawal."

We do not consider this rule as a predatory when it applies to a bonus play.

Lots of casinos have a maximum winnings rules for bonus play, and this rule is something like that. It should be mentioned in bonus rules and not applied for real money play (in such cases we consider this rule as predatory)

In your case, the casino has the right to confiscate the part of your winnings; however, the rest they should pay to you.

Please let us know if the payment to EcoPayz wallet was successful or you still have some troubles.

Dear Roman,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. As we explained above: We do not consider maximum win rule as a predatory when it applies to a bonus play.

The player can reopen this complaint anytime.