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I am filing this complaint against BetBuffoon regarding the unfair confiscation of 1500 EUR in winnings. I deposited 30 EUR and played with a bonus. The casino cancelled my winnings, claiming I violated the maximum bet rule, but my bets were consistently 2 EUR per spin. The casino confiscated 1470.76 EUR labeled as "Adjustment" without providing any technical proof or game logs. Furthermore, they are now blocking my remaining balance of 44.31 EUR, demanding an impossible wagering requirement of 715.50 EUR. I have screenshots of the chat, the confiscated amounts, and the withdrawal block.

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Dear Ciotolamaria,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

Our position on the breach of the maximum bet rule 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 a link to the specific bonus that you redeemed and played. My email address is tomas@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Tomas

I have never played for more than 50 cents, maximum €2

By the way...also when I asked support to send me proof of the ID and photos of my violation they never sent me anything and didn't even reply to me.

As of today the game no longer exists, neither email nor app and vanished into thin air I had 44 euros in the game account those too are gone

They never gave me any explanations, they told me that I violated... but I am absolutely sure that I have not violated anything at all. I trust in you. BEST REGARDS, MARIA *****

Non ho mai giocato a più di 50 centesimi massimo 2 €

Al giro...in più quando ho chiesto al supporto di inviarmi le prove dell id le foto della mia violazione loro non mi hanno mai inviato nulla e nemmeno mi rispondevano.

Ad oggi il gioco non esiste più né email né app e svanito nel nulla avevo 44 euro sul conto gioco anche quelli sono spariti

Non mi hanno mai dato spiegazioni mi hanno detto che io ho violato...ma sono sicurissima di non aver violato assolutamente nulla confido in voi CORDIALI SALUTI MARIA *****

Thanks for your reply.

I recommend you contact the casino support and request your game history in Excel format. Save your communication with the support if the casino refuses to provide you with the relevant records. Regarding the breach of the maximum bet rule, we are only able to confront the casino if we check the records for the duration your bonus was active.

Send the game history to me for review at tomas@casino.guru

Thanks in advance for your cooperation.

Dear Ciotolamaria,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru