Cleopatra Casino - Výhry hráčů byly omezeny kvůli bonusovým pravidlům.

Hello,

I made a deposit and received a bonus that I never wanted. The condition was to wager it 35 times, which I did. My account balance was 600 euros and the amount blocked due to the bonus was 0. So, I withdrew 600 euros. However, only 200 arrived because the bonus was capped. There was no mention of this during the withdrawal phase. Why was I allowed to continue playing indefinitely, potentially losing money, but could only win a maximum of 200 euros? I find this unfair.

I need your help.

Hallo,

Ich habe eine Einzahlung gemacht und einen Bonus bekommen, den ich nie gewollt habe. Bedingung war das man ihn 35 mal umsezt. Habe ich auch getan. Auf meinem Konto stand. Guthaben 600 Euro und gesperrt durch Bonus 0. Also habe ich 600 Euro auszahlen lassen. Angekommen sind nur 200, weil der Bonus begrenzt wurde. Bei der Auszahlungsphase stand da nichts. Warum konnte ich unendlich weiterspielen und das Geld theoretisch verlieren, aber maximal nur 200 Euro gewinnen. Ich erachte das als unfair.

Ich brauche eure Hilfe.

Dear Tekodi,

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

The maximum winnings that will be paid out resulting from any welcome bonus, daily deposit bonus, weekend bonus, match-up bonus or a promo deposit bonus will be 10x from the initial bonus sum. Any winnings exceeding this amount will be forfeited.

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 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.  

If there is any additional information that would support your case, please do not hesitate to contact us. Otherwise, I will be forced to reject your complaint. Thank you for your understanding.  

Best regards, 

Veronika

Dear Tekodi,

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.

Is ok

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.