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the first time playing and depositing, i played down my money and free spins. the second time depositing money i won a 5000 bonus and i still had a playthrough of 2500 from a coupon i redeemed. i started betting high to get the playthrough amount down as quick as possible. i left the amount at 3800. throughout the 2 weeks of waiting for verification due to them not accepting the pictures because they were not clear enough or apparently i entered my DOB wrong upon sign up (which i didnt think was true), i was depositing more money and redeeming more coupons while leaving my winnings in place. in the end when i was verified and ready to go, they declined my withdrawl request due to "breach of terms and conditions for betting too high" which really does not make sense to me!

I was saying to my partner " I will not believe it until i see it " and i definitely do not believe this online gaming platform! complete scam behaviour!!!

Dear Taylor,

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

„In the interests of fair gaming, there are limits on the maximum bet sizes you can place during the playthrough of any bonus including cashback offers. $10 is the maximum bet unless specifically stated otherwise. Betting above $10 during a bonus playthrough will result in any promotion winnings voided."

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 are sure you didn’t breach this rule, please 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. Additionally, please specify how much money you deposited in order to activate this bonus.

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 taylor,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject 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.