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I have won a amount off €500 and i made a withdrawal off €350.

The same Day i got a mail with the qeustion off some proof papers.

I send this too them then after that i got a mail that i have too proof my creditcard with the number at the end off 618 thus was not my cardnumber and i told this too them but the did not answer at that and the 2 days later the send me a mail that soms where in the Policy is standing i can only made a bet off the amount from €1,5 and not off €2.

I play at many casino and i the screen Will come the maximum bet amount if you playing with that rules but at this casino the are doing all the things so the Will not have too pay younthe winning...

Very very bad

Dear Meryem,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Was the following rule used to cancel your winnings (here)?

"10. Betting Rules

...

10.3. Placing total bets equal to or greater than 30% of the value of the deposit currently in play is prohibited. Acquiring an in-game Buy Feature to trigger free spins for a buy-in cost equal to or over the 30% max bet limit is considered as irregular play.

10.4. When a player receives a bonus, a cashback or redeemed the Comp Points, a maximum bet limit applies. This bet limit shall not be equal or exceeding 30% of the value of the bonus or cashback or Comp Points currently in play. If multiple bonuses are in play, the limit will be calculated against the smallest bonus. This limit also includes acquiring or purchasing an in-game bonus feature. "

Could you please advise if you have accumulated your winnings with or without an active bonus?

Thank you in advance for your reply.

Best regards,

Petronela

Hello,

I got a €5 bonus from the casino and i start playing for a little bit time and inwon some times and when i came above the €150 a raised my bet too €2

If you have received a €5 from the casino, then your bet shouldn't be greater than €1,45 (under 30%).

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.

However, please do not hesitate to forward your game and bonus histories 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.

Thanks for youre reply..

It is very sad that when you wanna playing you first must read all the tc's but i play at many casino's and then in you screen Will come the maximum bet you can place if you start the game but this casino knows that the People Will not read all the little rules and so the can do this thing always when somebody is winning.

But thanks for the helping hand

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