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I deposited $81 using a 150% bonus and played for a long time betting $1-$3 spins until and ended up cashing out $800. I had played long enough that I assumed I had completed the playthrough and decided to buy a bonus for $320 which lost about $120 and then a little later I bought one for $100 and lost $40. So I eventually submited my withdraw request and went to sleep to wake up to it being canceled for exceeding the max bet. So #1 I have never played at a casino that allows you to bet more the you are permitted to do during the bonus. When I was able to purchase the bonus that confirmed in my opinion that I had completed the playthrough. So I understand the rules and was shocked that I was allowed to breach the terms without a warning then lose money on both bonuses and be punished by taking all my winning for the night. I plead my case they wouldn't budge and think this is fair.

I have 3 pages of deposits and $340 total in withdraws on this site I am obviously a recreational losing player not a pro trying to abuse any bonus

Dear DirtyHotSlots,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration.

I carefully checked the Bonus Terms on the website, and this is what I found (here):

Until the play through requirements have been met, the maximum allowed bet that can be placed is: 0.00022 BTC, 0.04 BCH, 0.003 ETH, 0.1 LTC, 60 DOG, 5 USDT, 5 EUR, 5 USD, 50 NOK, 10 CAD, 10 NZD, 10 AUD, 400 RUB, 40 CNY, 700 JPY. The max. bet limit includes bets doubling after a game round has been completed and bonus rounds (purchased within the game).

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.

If you are aware of placing higher bets than the allowed ones, sadly, there is not much we 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 forward your game history along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly, otherwise, I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Best regards,

Petronela

thank you I agree with the fact that a rule was broken here is my issue I couldn’t find the place to look to see how much rollover I have left or my progress. It is takes awhile to navigate the site and locate it so I was playing with my friend and he said buy a bonus and if it lets you buy it you are through the play through so we did and it lost money like $120 so we played awhile longer and bought one more for $100 on this game and that lost $40. Other then those 2 bonus buys my bets were very conservative we had fun hit some nice bonuses and would probably end up redepositing our winnings plus more so not sure why the casino wants to lose a couple of losing players who enjoy playing not so much in it to make a profit.

So I understand that it would make sense that if those had been used to try and complete the rollover quickly or hit a big profit that’s bonus abuse, but i played well over the requirements and only was betting max of $4 a spin mostly $1 or $2. I am a losing player they are beating me pretty good but i play for fun and if I’m some kind of cheater then why do I lose 95% of my deposits? The punishment for that didn’t fit the crime in my opinion it was to take away all of my winnings for the session?

I think there is a way to treat your customers when an honest mistake has been made and I am just wanting to give them an opportunity to reconsider or possibly offer some kind of compromise because I do like the site and up until now had great interaction with customer service.

I understand your point of view, DirtyHotSlots. Unfortunately, if you check the general bonus terms and conditions, there is written that maximum bet restrictions will apply to purchased bonus rounds as well. It is not an ideal situation, but unfortunately, it is considered as breaching bonus rules and there's not much we can change.

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.

Well I am looking at your site and it says they don’t except players from Michigan I’ve referred 3-4 of my friends to them and wondering if I was even supposed to be playing on that site in the first place?

We accept the situation when the casino allows players from restricted countries to open an account as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings. Simply said – if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well.  

Therefore, I would like to emphasize, that we investigate further and help only those players, whose funds (or winnings) have been confiscated due to being from a restricted country. Nevertheless, it doesn’t seem that this is the case here (but correct me if I am wrong, please).

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.

Dear DirtyHotSlots,

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, we cannot proceed with the investigation or provide any potential solutions due to the lack of response from the player.

The complaint can be reopened by the player at any time.