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I made a deposit of 50 euros and received a 100 euro bonus. I completed the 400 euro wager, fulfilled all the requirements, and now they've canceled my 500 euro winnings because they say I placed bets for a value greater than the permitted amount, which was 5 euros, and it's a lie. I've asked them to tell me where I've defaulted, and they haven't given me a solution.

Hice un depósito de 50 euros y me dieron 100 de bono. Complete el wager de 400 euros, cumplí todos los requisitos y ahora me an cancelado las ganancias de 500 euros porque dicen que e realizado apuestas por valor mayor al permitido que eran 5 euros y es mentira, les e pedido que me manden donde e incumplido y no me dan solución

Dear ibonramos123,

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:

1.11. You may not place any bets that exceed the maximum bonus bet size when using bonus money. The maximum bonus bet size is 5 EUR (or the equivalent in any other currency) per bet/spin or equivalent, unless it is stated differently in the specific terms and conditions tailored to each bonus campaign. Please note that it is your responsibility to ensure that you are aware of the maximum bonus bet size. For cases where bets are deemed to have exceeded the maximum bonus bet size, an account may be reviewed, and the bonus funds confiscated in the process.

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 like you have been accused mistakenly, feel free to forward me your game history in Excel format, together with a link to the specific bonus that you redeemed and played. My email address is veronika.f@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,

Veronika

The wager was 4000, not 400, sorry, and at no time did I exceed the 5 euro bet.

El wager era de 4000 no de 400 perdón, y en ningún momento superé los 5 euros de apuesta

Thank you for your reply. Please request the casino to send you your gaming history in Excel format while your bonus was active, and then forward it to me at veronika.f@casino.guru. Thank you for your cooperation.

Dear ibonramos123,

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.