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I deposited 50 euro and got the weekend bonus of 25 euro. After have playing for months and loosing a lot of money I now won and tryed to withdrawl 4000. They refused and took away the amount leaving me with the original deposit of 50 euro. The reason they give me is that i didnt keep me to the rule of 5 euro per spin. I believe that by the time I started playing with more then 5 per spin i already was bonusfree because of wagering it more then 40 times.

Dear Coockie,

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

"1b. While you have active bonus, maximum bet for all game types (slots, live games, table games, scratch, action games) is 5 EUR / 5 USD / 50 NOK / 6.5 CAD / 6.5 NZD / 20 PLN (Unless stated otherwise in special terms for the bonus). Purchasing any game features (including but not limited to ’respin’) will add to your bet amount. If the player exceeds the maximum bet when the bonus is active, Avalon78 reserves the right to confiscate the winnings."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not 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.

Please understand that in the majority of casinos, until you place a request for a withdrawal your bonus is still active; hence, all the bonus rules must be followed.

communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I asked my playing history at the casino and i played almost the whole bonus within the rules. But the last 8 bets where at 8 euro per spin. So because of that I don t get the amount I won not even the amount that i gathered befor starting playing 8 euro's. Indeed I asked them why its not blocked to play with more then 5 euro's. But I think its not fair that i spended so much within the lines and only 64 euro's forfaited all my winnings. Winnings that will never apear again and come buy once in a lifetime.

Thank you very much, Coockie, for your reply. I do agree that enforcing the maximum bet rule on the software level would be an ideal scenario. Nevertheless, it is not standard practice yet. If you're aware of placing greater bets during the bonus wagering than the allowed ones, I'm afraid we won't be able to help you.

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 as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Thank you for your reply. I have one last question regarding my complaint.

I didnt even use my bonus does that make any diffrence in the matter?

I understand that during the bonus wagering the real money is used before bonus funds but unfortunately, it doesn't make any difference because it is considered to be one package while bonus wagering is completed.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.