MadCasino - Igrač se suočava sa odloženim povlačenjem zbog ograničenja isplate.

Hello, I used a 300% bonus from a streamer for the specified casino. With this bonus, I won a total of €14,000 and successfully wagered the required €12,000.

After completing the wagering requirements, I still had €5,000 in my account. The streamer had received information from the casino, specifically via the casino chat, that there was no maximum cashout limit for this bonus. To my knowledge, the bonus terms and conditions displayed to me upon participation also did not specify a maximum cashout limit.

However, I was informed that a maximum cashout limit applies and therefore part of my balance will not be paid out. I was also told that the terms and conditions for this promotion have changed. This change was neither displayed nor communicated to me before or when I accepted the bonus.

Therefore, I would like to know on what basis the maximum cashout is subsequently applied to my bonus and where this condition was clearly stated at the time of my participation.

I request that the case be reviewed again and that I be provided with the bonus conditions that were valid at the time I accepted the bonus.

Unfortunately, I gambled away the 5k again, but I didn't receive the 9k that I was entitled to.

Hallo, wir ich hatte einen 300-%-Bonus über einen Streamer für das angegebene Casino genutzt. Mit diesem Bonus habe ich insgesamt 14.000 € gewonnen und die erforderlichen 12.000 € erfolgreich durchgewagt.

Nach Abschluss des Wagerings hatte ich noch 5.000 € auf meinem Konto. Der Streamer hatte vom Casino bzw. im Casino-Chat die Information erhalten, dass es bei diesem Bonus keinen Max-Cashout gibt. Auch in den Bonus-AGB, die mir bei der Teilnahme angezeigt wurden, war meines Wissens nach kein Max-Cashout angegeben.

Nun wurde mir allerdings mitgeteilt, dass ein Max-Cashout gelten soll und deshalb ein Teil meines Guthabens nicht ausgezahlt wird. Mir wurde zudem gesagt, dass die Bedingungen für diese Aktion geändert worden seien. Diese Änderung wurde mir vor bzw. bei der Annahme des Bonus jedoch nirgends angezeigt oder mitgeteilt.

Daher möchte ich gerne wissen, auf welcher Grundlage der Max-Cashout nachträglich auf meinen Bonus angewendet wird und wo diese Bedingung zum Zeitpunkt meiner Teilnahme eindeutig angegeben war.

Ich bitte darum, den Fall noch einmal zu prüfen und mir die zum Zeitpunkt meiner Bonusannahme gültigen Bonusbedingungen vorzulegen.

leider habe ich die 5 k verspielt wieder aber die 9‘ k die mir zustehen ncijt bekommen

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to clarify the situation.

• Could you please send me a link or screenshot of the bonus you activated and played with? How did you find out about this bonus? Did the streamer provide a promotional code that you had to enter, or did they mention the promotion in one of their videos? Please provide as much detail as possible about the bonus you received.
• Am I correct in understanding that your balance was immediately and automatically capped at €5,000 after you completed the wagering requirements of the bonus?
• Also, please forward me the communication between you and the casino’s customer support regarding the cap applied to your winnings at veronika.f@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

There should have been 14k on it, but there were only 5k.

ol sollten eigentlich 14 k drauf sein und waren aber nur 5 k drauf

Thank you for your replies.

Do you have any communication or other evidence showing that the casino confirmed to the streamer that the bonus did not have a maximum winnings cap?

If so, please forward it to me at veronika.f@casino.guru so that we can review it as part of the investigation.

Thank you for your cooperation.