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The casino simply canceled my winnings claiming that I wagered more than 10% of the bonus, but this is not true! I'm waiting for them to show me the bet and the amount. I received a €40 bonus, so 10% would make a bet of €4, the maximum I bet was €0.88.

O casino simplesmente cancelou meus ganhos alegando que eu apostei mais de 10% do bônus, mas isso não é verdade! Estou aguardando que eles me mostrem qual foi a bet e o valor. Eu recebi um bônus de €40, sendo assim que 10% daria uma bet de €4, sendo que o máximo que eu apostei foram€0,88.

Dear sirlenybritto3,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

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 tomas@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,

Tomas

How do I do it? I played for more than 2 hours straight to meet a 50x rollover

Como eu faço isso? Eu joguei por mais de 2 horas seguidas para cumprir um rollover de 50x

The game history is usually accessible from the account or you may request from casino support.

Did you have any luck with the casino showing you the bets that were above the amount allowed by the bonus terms&conditions?

Dear sirlenybritto3,

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.