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Good Evening. I have a problem with the casino. I made a deposit of 35 euros with a deposit bonus and asked for 900 euros withdrawal in 3 separate withdrawals 350 + 350 + 200 euros ... after 3 days they deposited only 350 euros and told me that the maximum withdrawal with bonus is 10% of the deposit amount while in my first withdrawal that I made in this casino it was 600 euros and I had made a deposit of 25 euros with a bonus of course..I would appreciate it very much if you could help .. thank you very much

Καλησπέρα. Έχω ένα πρόβλημα με το καζίνο. Έκανα κατάθεση 35 ευρώ με μπόνους κατάθεσης και ζήτησα 900 ευρώ ανάληψη σε 3 ξεχωριστές αναλήψεις 350+350+200 ευρώ...μετά από 3 ημέρες μου κατέθεσαν μόνο τα 350 ευρώ και μου είπαν πως η μέγιστη ανάληψη με μπόνους είναι 10% του ποσού κατάθεσης ενώ στην πρώτη μου ανάληψη που έκανα σε αυτό το καζίνο ήταν 600 ευρώ και είχα κάνει κατάθεση 25 ευρώ με μπόνους φυσικά..Θα το εκτιμούσα ιδιαίτερα αν μπορούσατε να βοηθήσετε.. ευχαριστώ πολύ

Dear 19bob83,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please specify which bonus you have played with? Please, post here a link here, I would like to check the bonus T&Cs.

Also, would you be so kind and send me all the relevant communication between you and the casino so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much in advance.

Best regards,

Kristina

I got this bonus by depositing 35 euros ..

Αυτό το μπόνους πήρα με κατάθεση 35 ευρώ..

Thank you for your reply, 19bob83. I checked the Bonus Policy and I found this:

"1.5 All winnings when playing with a bonus are limited to a maximum of ten times (x10) your deposit amount. The Casino has the right to increase the limit for players at its discretion."

I would like to emphasize, that according to our Fair Gambling Codex, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play. It seems that the casino confiscated your winnings in accordance with their T&Cs, and unfortunately, there is not much more we can do.

Please do not hesitate to contact us if there is anything else, we could help you with, otherwise, I will be forced to reject this complaint. Thank you very much for your understanding.

Thank you very much..I'm broken, I do not play in stolen casinos again ... the first withdrawal I made was 600 euros with a 25 euro deposit with a bonus..then why was the withdrawal made ?? Not at all fair ...

Σε ευχαριστώ πολύ..σπάσει δεν ξαναπαίζω σε καζίνο που κλέβουν...η πρώτη ανάληψη που έκανα ήτανε 600 ευρώ με 25 ευρώ κατάθεση με μπόνους..τότε γιατί έγινε η ανάληψη?? Καθόλου δίκαιο...

I understand your frustration after a significant amount of your winnings has been deducted, but it was in accordance with the casino's Bonus Policy, and there is not much more we could do here. Casinos are allowed to set a maximum cashout limit for their bonuses, and we cannot force them to do otherwise. The vast majority of No Deposit bonuses have it, but sometimes deposit bonuses have a maximum cashout limit as well.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.