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They screwed me pretty good recently with trying to cash out and them capping me because they said I was useing bonus money. I deposited 25$ and was given 20 free spins. I was about half way thru my deposit when I used the free spins. The free spins paid me 50 cents or 0.00001600 btc. I deposited 0.0072000 btc. Pretty big gap for a bonus. After the free spins I continued to play for a few hours and even took a little break. When I came back I checked my bonus screen to see if I had received anything. My bonus screen said not useing any bonuses which I thought meant I’m not useing any bonuses that there is no bonus tied to my account at that time. But maybe I just misunderstood what currently not useing any bonuses meant. Seemed pretty cut and dry to me. But they insist that the 50 cents was still somehow being used hours later hundreds of dollars wagered and that there is a max win when useing bonus money. I have been gambling there for the last year n a half and have spent well over a few thousand dollars and have cashed out maybe 400 all together. So they are definitely way up on me. I would have thought the fact that I spend a couple hundred dollars a month there that they would have done the right thing. If I was awarded a bonus of a few dollars then I could understand where there coming from. But I won 50 cents offf of a 25$ deposit. 50 cents. Who in there right mind would say that it’s fair that you get capped on your winnings because we gave you 50 cents for a bonus when you deposited 25$. There was no match bonus no X Amt guaranteed from the 20 spins just whatever ya win if anything that’s what ya get. 50 cents they wanna screw me out of 600$. They did pay me the 315 max cash out that comes with that bonus but won’t answer any of my emails now and are just telling me to go F myself. All the money I’ve pissed away there dosent matter.

Dear zulks19811,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please forward your cashier and bonus histories along with any relevant communication to petronela.k@casino.guru? Have you activated any bonus offer when placing your last deposit, please?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Thank you, zulks19811, for your email. Do I understand correctly that the withdrawal of 0.029BTC has been cancelled but the one for 0.01 was approved and received?

Could you please advise which exact bonus you have redeemed? I'd like to check the bonus rules. Looking forward to hearing from you.

Yes they .001 was the max cash out of the winnings due to the bonus being capped at max winnings. It was the free spins bonus with every deposit. I didn’t see anything in there TnC about that bonus except that bonus funds were to be used after players funds were gone. It’s not listed anywhere in there that once u use the bonus your account is then capped on what you can win.

And it never told me that I had met the wager requirement or notified me that my winnings would be capped. Again the picture of my bonus screen was blank. Nothing about me useing any bonuses at the time I won.

Thank you very much, zulks19811, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Ok. Thanks I guess.

Hello zulks19811.

After checking your game log I believe that I can explain what happened.

After you played those 25FS the winnings of 0.0000160BTC were stored to your bonus balance and you continued to play with your real balance (that was the reason you didn't see any active bonus) You had a bonus balance but this balance was inactive. Then your balance dropped down and when you reached 30.5.2022 16:24 balance of 0.0000208 the casino added your bonus money to your balance (probably because your balance was too low) and therefore since that moment you were using also bonus money. 30.5. 16:45 you completed the wagering of the bonus. So bonus money became real money however the maximum win rule still applies. 

I believe that based on the game log the casino had the right to cap your winnings.

Are we looking at the same logs?? Because the way I’m reading it I never dropped down under what I had when I started the free spins. I sent the logs to your email.

Check rows 7255 and 7256

or here is a screenshot:

So I tried to blow it up to be able to see better so it cut off the rest of the numbers there. I sent the original beta history to your email. It’s a lot easier to read and it shows that the money was never used.

Please check it here (from your file) - it's the same. Bonus money was added to your balance and the bonus was activated.

Dear zulks19811,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Yes you are correct. They added the funds to my total. What I was saying was, it says bonus funds don’t activate untill all my money has been wagerd. So it was my understanding that the funds I won were there but not accessible untill I ran out of money. I would have to drop down to 0.0000160 for me to use the bonus funds to continue playing woth there money. But that never happened. So they need to clarify there rules a little better… Ya know I get there argument they are hiding behind a technicality that could have easily been overturned due to The size of the bonus, how and when the bonus was used and just the fact I was a great paying customer who was good for a few hundred a month. That in itself should have got them to pay the remaining 700$ But here we are. Thanks for your time and clarifying the bonus terms and conditions.

I understand your feelings, but the casino is right in this case. The system is the same in the majority of the casinos. Just for you, it might be a bit confusing because the bonus amount was so small. But because of that bonus, you could play much longer and eventually win.

Because of what I wrote above, we must reject this case.

Dear zulks19811,

We are extending the timer by 7 days. Please, be aware that in case you fail to comment on your complaint in the given time frame, we will reject your complaint.

Because of all written above, we are closing this case as unjustified.