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I deposited €20 and received a 75% deposit bonus as well as 100 free spins. While playing with the deposit bonus, I won the maximum amount of 10,000x on a €0.20 spin, then met the wagering requirements and wanted to withdraw €1,500. Now the casino has canceled the entire balance, which had become real money, claiming that I exceeded the maximum bet amount. Is there any way to resolve this?

Ich habe 20€ eingezahlt und einen 75% Einzahlungsbonus, sowie 100 Freispiele dazu erhalten. Während dem Spielen mit dem Einzahlungsbonus habe ich auf einem 20 Cent Spin den Maximalgewinn von 10.000x erhalten, habe dann noch den geforderten Bonusumsatz erreicht und wollte daraufhin 1500€ auszahlen. Nun hat das Casino das gesamte Guthaben, welches inzwischen reales Guthaben war, storniert, mit der Begründung, dass ich den maximalen Bet Amount überschritten hätte. Gibt es dafür eine Lösungsmöglichkeit?

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Dear mrjoy,

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:

2.2. The maximum bet while wagering is 5 EUR, 5 USD, 7.5 CAD, 7.5 AUD, 7.5 NZD, 50 NOK, 100 ZAR, or the equivalent in other currencies, unless otherwise specified. For cryptocurrency bets, the maximum bet is determined by the crypto equivalent of 5 EUR at the time the bet is placed, based on the exchange rate provided by Coinbase Converter. Players are advised to check the exchange rate at the time of betting for accuracy. The maximum bet limit applies to all wagers, including those placed after doubling a bet following a completed game round or during bonus rounds purchased within a game. Violating this rule will result in the forfeiture of all winnings derived from the bonus.

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 [email protected].

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,

Veronika

Dear mrjoy,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.