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€13,000 Winnings Confiscated and Withdrawal Refused Due to Undisclosed Terms

deposited and played on MaxCasino.io with a welcome bonus. At no point was I clearly shown or asked to acknowledge a maximum bet rule or maximum win cap. The only visible condition when accepting the bonus was the rollover requirement.

Here’s what happened:

After meeting the rollover, I attempted to withdraw €13,000. The casino removed €11,000, claiming a "maximum win" rule that I was never made aware of.

I then tried to withdraw the remaining €2,000, but that was refused as well, again citing undisclosed rules.

Support refuses to escalate my complaint, repeatedly telling me to "reply to an email" and providing no transparency or evidence of where these rules were shown.

This feels like a case of hidden terms and unfair treatment: winnings are being withheld using rules that were not clearly presented or agreed to. I played in good faith, complied with the rollover, and believe this is unethical.

I am requesting Casino Guru’s mediation to:

Have MaxCasino provide proof of where these rules were disclosed,

Release my winnings in full, or at least the portion earned under fair play,

Address their lack of clear communication and refusal to escalate complaints.

Deposit Method: Ethereum

Date of Play: September 10th and 11th 2025

Total Confiscated: €13,000

Hello,

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

Our position regarding the maximum bet 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.

Even if these rules are specified in the general bonus terms and conditions and not in specific terms and conditions, we find such a situation as acceptable.

• Do I understand correctly that the casino justified the confiscation of your winnings using different rules?
• Could you please explain how high your bets were?

Thank you in advance for your reply.

Best regards,

Tomas

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Thanks for the reply.

• After the first 11000 were removed, could you please specify how much remained on your account?
• Was the amount returned the same amount as your deposit?
• Do I understand correctly that you attempted to withdraw the amount only after you continued playing (believing this amount was real money) and achieved 2000 in winnings?

Thanks in advance for your explanation.

Dear Bigman97,

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