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Hey

I created an account for the casino and made a deposit of € 30 with no bonuses. My account had about € 2,500 and I made a withdrawal. I was then required to submit the documents, which I accepted. After that, I made a € 1,000 withdrawal, which was once the limit of the withdrawal. It was rejected and I was notified that players who made one deposit could only withdraw 15 times the deposit. My account lost about € 2,000 and I had € 450 left. I'm now trying to repatriate even that € 450.

Hei

Loin tilin kasinolle ja talletin 30€ ilman bonuksia. Tililläni oli noin 2500€ ja tein kotiutuksen. Tämän jälkeen minulta vaadittiin asiakirjoja, jotka lähetin ja ne hyväksyttiin. Tämän jälkeen tein 1000€ noston joka oli kerta noston rajana. Se hylättiin ja sain ilmoituksen että yhden talletuksen tehneet pelaajat voivat kotiuttaa vain 15 x talletuksen. Tililläni hävisi noin 2000€ ja jäljelle jäi 450€. Yritän nyt kotiuttaa edes tuon 450€.

Dear Mikko,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked terms and conditions, and this is what I found (here):

"63.7 The maximum winnings are quoted in Euros (€) as a base currency in order to ensure consistency across the world but currency equivalents apply for actual payouts. In the event of a casino system malfunction all wagers are void.

•A player with 1 deposit only will be eligible to cashout a maximum of 15x the initial deposit amount. All further winnings will be removed from the account upon withdrawal request."

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider this rule to be unfair and predatory when it’s applied to a real money game.

Please, could you confirm, that you have accumulated winnings without any active bonus and clarify how much was your last deposit? Ideally, you could forward your "cashier" history to petronela.k@casino.guru.

Looking forward to hearing from you. I hope we will be able to help you to resolve this unpleasant situation as soon as possible.

Best regards,

Petronela

Yes I guess I activated it, but I set it up pretty early and kept playing. Fortunately, they had paid € 450 today, so I even got something.

Kyllä taisin aktivoida sen, mutta perustin sen melko aikaisten ja jatkoin pelaamista. Tänään olivat onneksi maksaneet 450€ eli sain edes jotain.

Dear Mikko,

I'm happy to hear that you have received your bonus winnings. Please understand that applying a maximum cashout limit on bonus winnings is nothing unusual and we won't be able to help you to receive the remaining amount.

Do I have your permission to close this case as resolved since your winnings have been received, or is there anything else we could do for you?

I had 2500 of which I got 450. It’s better than nothing. The case can be closed.

The distributor of the word about this vicious casinos. I don't play there anymore

Minulla oli 2500 joista sain 450. On se parempi kuin ei mitään. Tapauksen voi sulkea.

Levittäjä sanaa tästä kierosta kasinoita. Siellä en enää pelaa

Even if the complaint was submitted for €2,000 after a closer examination we realized that winnings have been accumulated from a bonus play hence, carrying a maximum cashout with them. Therefore, I corrected the disputed amount to €450. These funds have been received by the player.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Mikko, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru