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I deposited for a bonus and lost almost everything through bonus buys. With the remaining balance, I played my way back up, used more bonus buys, and finally fulfilled the bonus requirements. After that, the €500 was converted into real money, and I won a total of €1,500.

I was suddenly logged out, and after logging back in, my €1,500 was confiscated. The reason given was that I had exceeded the maximum stake of €5. However, the bonus terms and conditions contain no clear clause prohibiting bonus buys during an active bonus, and there was no technical block in place.

The question is: Why does the casino allow bonus buys with an active bonus and only intervene when a player wins? Losing players don't seem to have this problem. I'm hoping for support for myself and other players who, according to reviews, have experienced something similar.

Ich habe für einen Bonus eingezahlt und fast alles durch Bonus Buys verloren. Mit dem letzten Rest habe ich mich wieder hochgespielt, weitere Bonus Buys genutzt und schließlich den Bonus ordnungsgemäß erfüllt. Danach wurden die 500 € in Echtgeld umgewandelt, und ich gewann insgesamt 1.500 €.

Plötzlich wurde ich ausgeloggt und nach dem erneuten Einloggen wurden mir die 1.500 € konfisziert. Begründung: Ich hätte den maximalen Einsatz von 5 € überschritten. In den Bonus-AGBs gibt es jedoch keine klare Klausel, die Bonus Buys während eines aktiven Bonus verbietet, und es gab auch keine technische Sperre.

Die Frage ist: Warum erlaubt das Casino Bonus Buys mit aktivem Bonus und greift erst ein, wenn ein Spieler gewinnt? Bei Verlusten scheint es kein Problem zu sein. Ich hoffe auf Unterstützung für mich und andere Spieler, die laut Bewertungen Ähnliches erlebt haben.

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Dear Rama68,

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

2.2. The maximum bet while wagering is 5 EUR (or equivalent in another available currency) unless otherwise specified. The maximum bet limit includes bets doubling after a game round has been completed and bonus rounds (purchased within the game). Breaching the maximum bet rule leads to all winnings from the bonus being confiscated and the deposit being refunded.

Our position is closely explained in the 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 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 attila.g@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,

Attila G.

Dear Rama68,

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,
Attila
Casino.Guru