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Withdrew winnings after winning two separate amounts. One of $5000 and other of $6500 one amount was won while on a active bonus another was won after bonus had been wagered. Casino won't pay because they said I went over the max bet so invalidates all winnings but argued this point for them to tell me there was a fault with the game I was playing. Second win I had already wagered my bonus and I was spinning low under the max amount yet they won't pay me for this win

Dear Shay,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you specify the bonus you used?

Did you request a withdrawal right after meeting the bonus wagering requirements?

Could you please request your game history in Excel format and forward it to dominika.l@casino.guru?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Best regards,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Have replied via email with all you asked for

Dear Shay, could you please forward your game history in Excel format with the exact time of the incident to dominika.l@casino.guru? Please request your game history in Excel format from the casino.

Done sent to your email just now

Dear Shay, I checked the Bonus T&Cs and I found this:

2.2. The maximum bet while wagering is 5 EUR, 5 USD, 7.5 CAD, 7.5 AUD, 7.5 NZD, 50 NOK, 400 RUB, 100 ZAR, 500 INR, 30 BRL, 0.00005 BTC, 0.0015 ETH, 0.055 LTC, 0.01 BCH, 30.94 DOG, 5 USDT, 3.8 XRP, 0.0075 BNB, 5.5 ADA, 27 TRX or currency equivalent, unless otherwise specified. The maximum bet limit includes bets doubling after a game round has been completed and bonus rounds (purchased within the game). Breaching the maximum bet rule leads to all winnings from the bonus confiscated.

Upon reviewing your game history, it appears that you exceeded the maximum allowed bet multiple times while wagering the bonus. The winnings in question were accrued from the balance you won while playing games with an active bonus, during which you breached the maximum bet rules. Because of this violation, it's justifiable for the casino to confiscate all your winnings.

Our position is closely explained in Fair Gambling Codex:

The max bet rule is, in fact, an industry-standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

Due to the aforementioned reasons, 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.