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I have withdrew 4000 euros from here and they are saying that I played over the 5 euro bet that was allowed. I have not played over this and I have asked for proof and I get nothing back. I have emailed multiple times and not heard nothing back. This is absolutely the worst thing ever to happen as it is a lot of money to not pay me. I stayed within the requirements for this yet they are just ignoring me and have not paid me my money. The stress and worry it has caused me is mad, I can see form here that they have done this multiple times to other people, this is clearly there go to just so they don’t pay out. As you can see they paid it out then deducted it and did not even give me a gift like they said in the email. I don’t want there gift I want my money that I fairly won.

Dear xkezix,

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

4 There is a maximum bet amount per round using Bonus Funds equal to $/€5

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 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

Thank you I have sent you an email regarding this message.

I appreciate you getting back to me

Hi did u receive my email I sent? I feel if this doesn’t get resolved quickly it will get forgotten about. A little update though I have sent a further 2 emails and now not getting nothing back just blanked.

I have already submitted a complaint on here regarding this casino and although I got a response back I was told to email veronika which I did with my proof and still heard nothing. I don’t feel anyone is pushing for this to be resolved I just want my money that was mine and fairly wagered. I was given 2 different transaction id number when asked for proof, this clearly shows they are lying about me playing over 5 euro bets. I see this has been done to multiple people and still happening now. Please please just sort out my issue I just want them to pay up and I need communication.

Is a one either going to reply and help as I feel I’m just being ignored now how is this possible, when your a casino guru to help people in our situation. I have had one reply and nothing since.

Thank you for your responses. Have you reviewed the game rounds provided by the casino’s customer support? If you were able to locate them in your gaming history, please send me screenshots of these rounds showing the bets you placed.

If you are unable to find these rounds, kindly request the casino to provide your full gaming history from the date you played with the bonus and allegedly exceeded the maximum allowed bet. Please ask them to send it in Excel format and then forward it to me at veronika.f@casino.guru.

Thank you for your patience and cooperation.

I have found these and it shows I did an extra bet which took me to 5.40 euros a spin. I was not aware that the extra bet counted as being over and in the bonus terms it does not state that the extra bet counts as a bonus buy. I have spoken to the casino and explained the miscommunication from there site and my understanding but no use and they don’t care and the customer service they provide is shocking.

I have checked the Bonus Terms once again, and found this:

3.Feature Buys are not allowed using bonus funds.

Generally, extra bet features are included in the total bet amount, and this is how casinos determine compliance with bonus terms. While we agree that this can lead to a poor user experience, many casinos follow the same approach, and we are unable to change their decision in this case. We always recommend checking how these features impact the total bet before playing to avoid misunderstandings.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards

Veronika