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Hello,

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

1e. The maximum bet with an active bonus is 5 EUR/USD (or equivalent in another currency). (Unless stated otherwise in special terms for the bonus). Purchasing any game features (including but not limited to respins) will add to your bet amount. If the player exceeds the maximum bet when the bonus is active, Slotsgem casino reserves the right to confiscate the winnings. If the currency of your account is not specified - the maximum bet amount is equivalent to 5 euros in your currency.

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 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

Dear Filipep,

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.

Hello, I'm a Portuguese player, not American. The system doesn't show Portugal. Until I won the 14,000 I was playing at 2eur. Then I made withdrawals and perhaps only then did I increase my bet. But any winnings or losses I made after the win cannot retroactively affect my winnings while I was placing the bet. Now I've lost my account, how do I get a history? This looks like a scam.

Ola sou jogador portugues nao americano. O sistema nao aparece portugal. Ate eu vencer os 14mil eu jogava a 2eur. Dps fiz levantamemtos e talvez so depois tenha aumentado aposta. Mas os ganhos ou perdas que tive posteriormente ao ganho nao pode afetar retroativamente os ganhos enquanto cumpria aposta. Agora desTivaram a conta como fazeer pra obter historico. Isto pareve um roubo um scam.

Thank you for your response.

In order for me to properly asses the issue, could you please share your game history? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period: from the moment of the activation of the bonus, until the confiscation of the winnings.

I recommend contacting the casino via email at support@slotsgem.com. You can reach me with the relevant evidence at attila.g@casino.guru.

Thank you in advance for your reply.

Hi.i already sent you the report of betting

Thank you very much for the information provided. Could you please also attach a screenshot of your bonus history, highlighting the exact time when the bonus became active and when the bonus was completed?

Thank you in advance for your reply.

Hello attila im resending the excel file by email where you can see in detail when start the bonus vip and finished. Also send printscreen. It was from 22 may to 29 may. Even i have more winnings after that rule ...this shouldnt be afected.. they deleted my acvount snd funds disapear. But they took me 5k euros in deposits

Dear Filipep,

Thank you for your patience while we carefully reviewed all the information and documents you provided.

After examining your game history we have reached our final conclusion. Based on the game log, the bonus was active when you placed bets exceeding the maximum allowed stake. Since the maximum bet rule was breached before the bonus was converted into real money, the casino was entitled to consider the bonus forfeited in accordance with its bonus terms.

We understand your argument that you won the €14,000 prize while betting only €2 per spin. However, all funds used during that session—including the €14,000 win—originated from the active bonus balance. Since the maximum bet rule had already been violated before the bonus was completed, the casino was entitled to void the bonus and any winnings derived from it, even if the larger win itself was achieved while placing compliant bets.

For these reasons, we are unable to conclude that the casino acted unfairly by confiscating the remaining balance. Consequently, we are not in a position to pursue this complaint any further.

I understand this is not the outcome you were hoping for, and I appreciate the time and effort you invested in providing all the necessary information. Unfortunately, based on the available evidence, we have no sufficient grounds to challenge the casino's decision. We will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Attila