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I won €6000 with a bonus on November 17th. According to the bonus terms, the bonus amount (€100 deposited with a 120% bonus) must be multiplied by 50. 50 x 120 = €6000. My winnings were reduced to €3000. The email states that the general bonus terms and conditions apply (50x, see images). I have not violated any bonus terms. According to the chat, the maximum payout will only be determined upon withdrawal.

Ich habe am 17.11 6000 gewonnen mit Bonus. Laut bonusbedinungen ist 50x bonusbetrag 100 eingezahlt mit 120prozent Bonus 50x 120 sind 6000. mein Geld würde auf 3000 gekürzt. Laut der email steht es gelten die allgemeinen Bonus Bedingungen als 50x siehe Bilder. Habe gegen keine bonusbediungen verstoßen. Laut Chat sag die maximale Auszahlung wird erst bei Auszahlung entschieden

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Dear Ringo1488,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I have checked bonus policy, and this is what I found:

"1.8. The maximum withdrawal limit from no deposit free spins is 50 EUR/GBP or 20,000 HUF. The maximum withdrawal from a no deposit bonus is limited to x10 the bonus amount unless otherwise stated in the bonus offer. An exception can be made for loyal players, and in case of winning, the maximum win amount can be increased. To request a withdrawal, you must fully verify your account and make a minimum deposit.

The maximum winnings that will be paid out as a result of wagering the deposit bonus is x50 of the received bonus funds. An exception can be made for loyal players, and in case of winning, the maximum win amount can be increased."

To better evaluate the case:

• Can you please send me the link (promo code/ promo email) of the bonus you activated?
• When exactly did you finish your wagering?
• Did you ask the casino why your winnings were capped at this specific amount?

I hope we can help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Petra

The casino says there's a winnings limit that will only be revealed after the wagering requirements have been met. I met the wagering requirements on November 17th.

das Casino meint es gib ne Gewinn Begrenzung die erst nach umsetzen genannt wird. Ich habe am 17.11 den Bonus umgesetzt

Thank you for your reply and for providing the previous details, Ringo1488.

Could you provide any further communication regarding wagering requirements you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

I only have the bonus conditions stated in the terms and conditions, as it also says in the email.

Ich habe nur die bonusbediungen die in den agb"s stehen so steht es ja auch in der email

I sent them the email about the bonus.

Hab ihnen die email geschickt vom Bonus

Dear Ringo1488,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Petra

Dear Ringo1488,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Amonbet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s winning have been reduced?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

If the casino doesn't respond, can this be handled through the licensing authority?

Wenn das Casino sich nicht melde. Kann man das dann auch über die Lizenz Behörde machen?

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.