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I made a deposit of €100 and received a €66 deposit bonus from the casino.

I played normally and eventually won €8,000.

I requested a withdrawal, but then the casino suddenly cancelled it, claiming the winnings came from bonus funds.

However, they cannot just consider the bonus part – I made a deposit with my real money, and I played through it as well.

I believe this is unfair and I would like the matter to be reviewed.The casino took all of my winnings. Earlier this year, they paid me €2,000 without any issues.

But now, when I won a larger amount (€8,000), they refused to pay it out.

They told me to read the bonus terms and conditions.

But I don't understand why – I made a real-money deposit and played with my own money.

Just because they added €66 as a bonus doesn’t give them the right to confiscate €8,000 in winnings.

This feels like they only pay smaller wins and block larger payouts using bonus rules as an excuse.

I believe this is dishonest and I’m asking for a fair review of my case.

Ich habe €100 eingezahlt und vom Casino einen Bonus von €66 erhalten.

Ich habe gespielt und schließlich €8.000 gewonnen.

Als ich eine Auszahlung beantragt habe, wurde sie plötzlich storniert, mit der Begründung, die Gewinne stammten aus Bonusgeld.

Aber das Casino kann nicht nur den Bonusanteil berücksichtigen – ich habe mit meinem echten Geld eingezahlt und auch damit gespielt.

Ich halte das für unfair und möchte, dass dieser Fall überprüft wird. Das Casino hat mir den gesamten Gewinn weggenommen. Anfang dieses Jahres haben sie mir noch problemlos €2.000 ausgezahlt.

Doch jetzt, wo ich €8.000 gewonnen habe, verweigern sie die Auszahlung.

Sie sagten mir, ich solle die Bonusbedingungen lesen.

Aber ich verstehe das nicht – ich habe mit meinem eigenen Geld eingezahlt und gespielt.

Dass mir zusätzlich €66 als Bonus gegeben wurden, rechtfertigt nicht, dass sie €8.000 Gewinn einbehalten.

Es wirkt so, als würden sie nur kleinere Gewinne auszahlen, aber größere unter dem Vorwand der Bonusregeln ablehnen.

Ich empfinde das als unfair und bitte um eine faire Prüfung meines Falls.„Ich habe ungefähr 100 Screenshots vom Chatverlauf und auch E-Mails geschrieben, aber ich habe keine Antwort erhalten."

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the Bonus Terms and Conditions and I found this:

Unless otherwise specified in the individual Promotion Terms and Conditions, the maximum bet allowed to be placed whilst a bonus is in its active wagering requirement phase is 5 USD/EUR/CHF/USDT/USDC, 8 AUD/CAD/NZD, 50 NOK, 100 ZAR, 500 INR. This includes any bet placed whilst the bonus wagering conditions have not yet been completed, and applies to all free bonuses, deposit bonuses, free spins winnings and loyalty scheme bonuses. The maximum bet allowed whilst wagering towards an active bonus with cryptocurrency will be the equivalent of 5 USD at the exchange rate average on the day of the bets. Maximum bet limit includes bet doubling after a game round has been completed as well as bonus rounds (purchased within the game).

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 in Excel format, 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

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Thank you for your patience, and stay safe.

Yes, it's possible that I increased the bet to €5 or more, but they can't take everything away from me and only give me €166. They should pay me the amount won before the increase to €5 per spin—that would be fair play. This amount was €2,650, and only then did I increase the bet to €5.

Ja, es ist möglich, dass ich den Einsatz auf 5 Euro oder mehr erhöht habe, aber sie dürfen mir nicht alles wegnehmen und mir nur 166 Euro geben. Sie sollten mir den Betrag auszahlen, der vor der Erhöhung auf 5 Euro pro Drehung gewonnen wurde – das wäre fair play. Dieser Betrag betrug 2.650 Euro, und erst danach habe ich den Einsatz auf 5 Euro erhöht.

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Thank you for your emails.

I have carefully reviewed the gameplay history provided by the casino, and unfortunately, their decision to void your winnings appears to be justified.

While your bonus "RUBYWEEKEND" was active, your bet amounts ranged from €8 up to €20. All of these exceed the maximum allowed bet of €5 stated in the bonus terms and conditions. As a result, we have to agree with the casino’s decision, and we are unable to assist you further in this matter.

You accumulated winnings of over €4,000 while the bonus was still active and the maximum bet rule was being breached. Although you completed the wagering requirements, the funds used afterward were essentially gained by breaking the bonus terms, and therefore, the casino was within its rights to void them. The issue was only discovered by the casino when your withdrawal request was being processed.

For these reasons, we will now proceed to reject the complaint. We appreciate your understanding and are truly sorry we couldn’t help you achieve a more favorable outcome in this case.

Should you experience any issues with this or another casino in the future, please don’t hesitate to reach out to us again.

Best regards,

Veronika

Casino.Guru Team