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Hello,

I deposited €50 and got a 100% no-value bonus.

I've been playing for a long time (without the €50 bonus ever being applied) with higher stakes (€2,4,5 and €10 per spin) and won €3750 with a picture on €10 per spin.

I have withdrawn 4800€. I also got the message that my bonus will expire with the payout. I have confirmed this.

After two days I received an e-mail saying that the stakes were too high and that the prize would be cancelled.

Since this is a really high sum, I don't want to just give up here. Can you help me please?

Thank you and best regards

Kevin

Hallo,

Ich habe 50 € eingezahlt und einen Wertfreien Bonus über 100% dazubekommen.

Ich habe längere Zeit gespielt (ohne das jemals die Bonus 50€ angewendet wurden) mit höheren Einsatz (2,4,5 und 10€ die Drehung) und habe mit einem Bild auf 10 € pro Drehung 3750€ gewonnen.

Ich habe mir 4800€ auszahlen lassen. Es kam auch die Meldung, das mit der Auszahlung mein Bonus verfällt. Dies habe ich bestätigt.

Nach zwei Tagen kam eine E-Mail mit der Nachricht ich hätte mit zu hohen Einsätzen gespielt und das der Gewinn storniert wird.

Da es hier um eine wirklich hohe Summe geht möchte ich hier nicht einfach so Aufgeben. Könnt ihr mir bitte helfen?

Vielen Dank und liebe Grüße

Kevin

Dear buchheim230,

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 buchheim230,

Have you received your withdrawal from the casino yet?

Hello,

no. I haven't received a payout.

LG

Hallo,

nein. Ich habe keine Auszahlung erhalten.

LG

Thank you for your reply, buchheim230. 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 (which based on your description doesn't seem to be the case here), 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.

Dear buchheim230,

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.