Barz Casino - Igrač je optužen da je prekršio maksimalno dozvoljenu opkladu.

Hi, thanks for the platform to send a complaint.

So, I signed up to Barz Casino on the 6th of November as deposited €150 as they bonus offer they were offering seemed brilliant. 200% bonus on anything you deposit up to €500. I began playing Starburst and was getting moderate success in winnings but my balance did not drop severely or close to zero bearing in mind I deposited €150, but as the game went on my balance had transcended in to a bonus balance. I went on the online chat and asked as to when my bonus balance would switch to a cash balance and I was told that when I reached a 100% threshold of wagering of like 40 times a stake and that then I would have a withdrawal-able balance. I went on to win big a few times on the game and just kept playing to reach the threshold. I clicked out of the game and saw that the money had converted to a cash balance and it was at €2601. I was delighted with this and decided to withdraw immediately. After unsuccessfully trying to upload a drivers license and utility bill to verify my identity and to expedite a withdrawal, I made contact in email to try to do so. Their emails are very automated and you would feel looking at the format of the replies that they are scammers. I reversed the first withdrawal I made and re did it as I thought because I had sent them all of my relevant information that this might speed up the process. I then received an email today to say the following:

Dear David,

Your account has been found to be in breach of clause 8 of the Promotional Terms associated with the welcome offer:

Clause 8 - The maximum bet allowed while the Welcome Bonus is in play is EUR 5. Should You bet higher than this while the Welcome bonus is in play, the Casino reserves the right to confiscate all winnings.

Therefore, your withdrawal has been canceled, your winnings have been confiscated and your deposit of EUR 150 has been returned to your gaming account.

Regards

Accounts Team

This as you can tell looks to be the biggest load of nonsense, I’m sure I’m not the first person that this has happened to but I am asking the question are they allowed to do this?

Initially, I was staking €8 a bet and then after a while I lowered it to €5, but at no time did the balance drop below €100 so what constitutes gambling with or on a bonus balance.

Hopefully you may be able to advise on me on this matter further as they have sent back the €150 to my cash balance and they won’t respond to any further emails from me.

Thanking you in advance,

David

Dear DavidDaffy,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and I found this:

"2.3

"Irregular play" includes, but is not limited to, any one of the following types of play:

• Placing single bets in excess of 20% of the value of the bonus credited to your account until such time as the wagering requirements for that bonus have been met unless otherwise stated. For example, if you received a bonus of €200, then the maximum bet that can be placed is €40. The 20% rule does not apply if the bet size is less than €5;"

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, 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.

Thank you in advance for your reply.

Best regards,

Kristina

Dear DavidDaffy,

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.