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I made a € 166 draw and played blackjack at Live Casino. I got the balance up to € 1,000 and made the withdrawal. Now my withdrawal was rejected because I had played with a bet of more than € 3 and the account had € 16 in cashback earned from yesterday. However, the money itself did not show up in the balance or bonus balance.

Tein 166€ raakadepon ja pelasin live casinolla blackjackia. Sain saldon nostettua 1000€ ja tein kotiutuksen. Nyt kotiutukseni hylättiin, koska olin mukamas pelannut yli 3€ panoksella ja tilillä oli eiliseltä päivältä ansaittuja cashback rahoja 16€. Rahoja ei kuitenkaan itselle näkynyt saldossa tai bonussaldossa.

Dear jompotti,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you had an active bonus when this happened?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. 

Thank you very much in advance for your reply.

Best regards,

Kristina

Thank you for your email, jompotti. I checked the bonus T&Cs and I found this:

"Maximum stake

The maximum stake per slot spin / table game, hand / video poker deal when playing with Bonus money is three Euro (€3). If this rule is broken, the player agrees that the bonus and any associated winnings may be removed."

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 the cashier and bonus history. My email address is kristina.s@casino.guru. Thank you in advance.

Dear jompotti,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, we’re forced to close 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.