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This concerns a rejected payout on the grounds that I allegedly violated the rules regarding the maximum stake per bet of 5 euros when fulfilling the bonus conditions.

I have fully verified the account with documents.

A withdrawal of 500 euros was rejected, and I also had approximately 650 euros in credit on my account. I contacted live support and they told me that I had violated the rule of betting more than 5 euros per individual bet.

But I am very sure that it wasn't like that.

I was already aware of this rule; I never exceeded the €5 stake on any spin.

Es geht um einen abgelehnte Auszahlung mit der Begründung das ich beim umsetzen der Bonusbedingungen Regelverstoß maximal Einsatz pro Wette 5 Euro überschritten haben soll.

Ich hab das Konto komplett verifiziert mit Dokumenten.

Eine Auszahlung von 500 Euro wurde abgelehnt und hatte zusätzlich ca 650 Euro Guthaben noch auf meinem Konto habe im Live Support angefragt und man hat mir geschrieben das ich gegen die Regel mehr als 5 Euro pro einzelner Wette verstoßen hätte.

Ich bin mir aber sehr sicher das es nicht so war.

Mir war diese Regel schon bewusst ich habe keine Drehung den Einsatz von 5 Euro nie überschritten .

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Dear RobertoGallo6868,

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

2.2. The maximum bet while wagering is 5 EUR, 5 USD, 7.5 CAD, 7.5 AUD, 7.5 NZD, 50 NOK, 100 ZAR, or the equivalent in other currencies, unless otherwise specified. For cryptocurrency bets, the maximum bet is determined by the crypto equivalent of 5 EUR at the time the bet is placed, based on the exchange rate provided by Coinbase Converter. Players are advised to check the exchange rate at the time of betting for accuracy. The maximum bet limit applies to all wagers, including those placed after doubling a bet following a completed game round or during bonus rounds purchased within a game. Violating this rule will result in the forfeiture of all winnings derived from the bonus.

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 a link to the specific bonus that you redeemed and played. My email address is veronika.f@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,

Veronika

Dear RobertoGallo6868,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.