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Good afternoon.

I got involved in a very awful situation for myself. On 27/05/2021 I deposited 50 euros and activated the 60% bonus. Finally I turned this 80euros into 1800euros. The wagering requirement was 1050 euros, once i completed the wagering requirement they took 1200 euros from my account.I repeat 1200 euros!!!!!

Their explanation was that in the bonus rules they write that the total amount I could receive could not exceed 30euros(given bonus) * 10.

First time I heard this in my life..

Dear Viktor,

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

Unfortunately, I am unable to access the casino website at the moment. Could you please clarify based on which rule your bonus winnings have been reduced? Could you please clarify if you have received any winnings?

Meanwhile, I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predator, 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.

Nevertheless, 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

Good evening and thanks for the reply.

As I mentioned above, I activated a 60% deposit bonus and then made a deposit of 50 euros. So when I reached the wagering goal I had in my possession about 1400 euros, which in an instant became 200 ..

After talking to them they told me about a rule which says that I can not receive more than the amount of the bonus by 10 ..

That is 50 * 60% = 30 euros

30 * 10 = 300 euros maximum amount which according to them I could win.

I have a screenshot in my possession which shows that 1207 euros were deducted from me.

Καλησπέρα σας και ευχαριστώ για την απάντηση.

Όπως σας ανέφερα πιο πάνω, Ενεργοποίησα μπόνους κατάθεσης 60% και στην συνέχεια έκανα κατάθεση 50 ευρω. Όταν έφτασα λοιπόν στο wagering στόχο είχα στην κατοχή μου 1400 ευρώ περιπου, τα οποία μεσα σε μια στιγμή έγιναν 200..

Μετα από ομιλία μαζί τους μου είπαν για έναν κανόνα ο οποίος λέει πως δεν μπορω να λάβω περισσότερα από ότι το ποσό του μπόνους επί 10..

Δηλαδή 50*60% = 30ευρω

30*10 = 300 ευρώ μέγιστο ποσό το οποίο σύμφωνα με αυτούς μπορούσα να κερδίσω.

Έχω στην κατοχή μου screenshot στο οποίο δείχνει ότι μου αφαιρέθηκαν 1207 ευρώ.

I have checked the general terms and conditions and this is what I found https://casinoin.io/en/promotion/a319/policy:

"The amount to be transferred to your real money account after wagering cannot exceed the amount of all casino and live casino bets from your real money account made during the wagering period and the bonus multiplied by 10."

Unfortunately, if the casino shares all the relevant information on its website, there is not much I can do for you in this matter. As I mentioned earlier, we accept bonus T&Cs that restrict the maximum cash out from a bonus play. Please let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint. I really wish I were of more help. Thank you.

I understand, on the other hand I consider it very unfair and I have not come across this regulation in any other casino. That became a lesson, never a bonus again.

Thank you again for your time

Το καταλαβαίνω, από την άλλη το θεωρώ πολύ άδικο και δεν το έχω συναντήσει σε κανένα άλλο καζίνο αυτόν τον κανονισμό. Αυτό έγινε μάθημα, ποτέ ξανά μπόνους.

Σας ευχαριστώ και πάλι για τον χρόνο σας

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. We are here to help.