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Good morning:

I am filing this complaint because Orozino Casino has confiscated €390.07 of winnings obtained after successfully completing a bonus.

I fully met the wagering requirements (rollover) and, once completed, my balance was €390.07. Subsequently, the casino confiscated the winnings and reduced my balance to €40, alleging a supposed breach of rule 7.9 of their terms and conditions.

I was initially told that I had violated rule 7.9 due to my betting style. Later, the casino claimed that I had placed bets exceeding the maximum allowed limit of $2 while the bonus was active.

I deny having placed any bets exceeding that limit. My maximum bet was €1.50.

I have asked the casino to provide me with the gaming history and to identify the date, time, game and amount of the alleged bets that justify the confiscation, but to date they have not provided any evidence.

I have attached screenshots of the balance before and after the confiscation, as well as the emails exchanged with the casino.

I request that Orozino provide the betting history that justifies his decision or, if he cannot prove the alleged breach, proceed to fully return the €390.07 confiscated.

Thank you very much for your attention.

Sincerely,

LMCF

Buenos días:

Presento esta reclamación porque Orozino Casino ha confiscado 390,07 € de ganancias obtenidas tras completar correctamente un bono.

Cumplí íntegramente los requisitos de apuesta (rollover) y, una vez finalizados, mi saldo ascendía a 390,07 €. Posteriormente, el casino confiscó las ganancias y redujo mi saldo a 40 €, alegando un supuesto incumplimiento de la regla 7.9 de sus términos y condiciones.

Inicialmente se me indicó que había incumplido la regla 7.9 por mi forma de apostar. Posteriormente, el casino afirmó que había realizado apuestas superiores al límite máximo permitido de 2 USD mientras el bono estaba activo.

Niego haber realizado ninguna apuesta superior a ese límite. Mi apuesta máxima fue de 1,50 €.

He solicitado al casino que me facilite el historial de juego y que identifique la fecha, hora, juego e importe de las supuestas apuestas que justifican la confiscación, pero hasta la fecha no ha aportado ninguna prueba.

Adjunto las capturas del saldo antes y después de la confiscación, así como los correos intercambiados con el casino.

Solicito que Orozino aporte el historial de apuestas que fundamenta su decisión o, en caso de no poder acreditar el supuesto incumplimiento, proceda a devolver íntegramente los 390,07 € confiscados.

Muchas gracias por su atención.

Atentamente,

L. M. C. F.

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Dear Chipi,

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

7.9 Unless terms are not set in specific bonus terms, winnings from the free spins given have a wagering requirement of 100 times and percentage bonus wagering requirement of 100 times. In addition, unless terms are not set in specific bonus terms, maximum single bet with any bonus funds is $2. Orozino reserves the right to withdraw any winnings to players that bet over $2 whilst completing wagering requirements.

Our position is closely explained in the Fair Gambling Codex: 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, please request the casino to send you your gaming history in Excel format, and then forward the file to me, along with a link to the specific bonus that you redeemed and played. My email address is veronika.f@casino.guru.

Thank you in advance for your reply.

Best regards,

Veronika