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Hi. So this is what happened. I made a deposit and got a deposit bonus. I played it through and won some money. I requested a withdraw. Then a while after i made another deposit and won some more money. I then cancelled my withdraw request and put in a new request. I waited the 5 days and they canceled my request saying my ecopayz account had to by verified. So i did that and placed a new request. After that kept playing won some and lost some. And on the day my request was to be paid out i got my cashback and played with that for a bit and also won some money. And then after that all of a sudden when i checked my account it was empty. So i asked one of the agents about it and they said I broke one of the casino rules and thats why they canceled all my funds. I wagered more than $5. So I went and checked and it is one of the rule of the casino. My question is if I'm not allowed to wager more than that then why am I able to. Why doesn't it tell me that i am wagering more than I'm allowed and stop me right there. But they dont. They don't give any warnings or any form of limitation on the wagering. And when i asked about the money i had won from my cashback. Which is cash given back on cash deposits. With no limitations. They just said that is was from my bonuses. Which it was not. I just think its very unfair to make it possible to wager more when your not allowed to. And have such a rule in the first place. So now they cancelled all my winnings and my winnings from my cashback. Dont know what to do about it but it doesn't seem fair. If you can help me please. Thanks a lot. James

Dear James,

Thank you very much submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found:

"3.4. 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."

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.

Sadly, there is not much I 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 contact me if there is anything else, I could do for you in this matter. Thank you for your understanding.

Best regards,

Kristina

Hi. Thanks for taking the time to help me. Let me explain abit better. I palyed and won and requested a withdraw for R20000. Then they cancelled my withdraw not saying that i broke any rules. While waifor that i played again and won again so when they cancelled my request i then asked then and they only said i needed to verify my ecopayz account. So i did and requested a new withdraw for R40000. And on the monday they that was supposed to be paid i got a cashback on my previous weeks deposits. Which was in cash. With no playthrough and no wagering limits. And with that i won a further R6500. Now if they had told me after the first request that i had broke that rule then i would have done it the second time around. And the money i won from my cashback was also taken away with all my other funds. Even though I won that fairly. Thanks again for the help.

Thank you very much JamesWessels for your reply. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello James.

Thank you very much for sharing your negative experience with the Casino. We will now try to get in touch with them.

Dear James.

Please, could you confirm the casino statement?

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. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.