After making 6,600 euros in income in a day and playing normally, I lose the money and the agent mateo tells me that he wants me to recover and he is going to try to recover and he gives me a bonus of 1500 euros to play and I lose everything in one game and later he gives me another 1500 euros bonus, I stake everything on a ball and I hit 3780 euros, I play the 3780 euros again and I hit 7380 euros and he plays 5000 euros which is the maximum at roulette and I hit 7200 euros, I have the entire amount of 9580.50 euros in the account and I withdraw it, the transfer is pending and the next day a certain Raul calls me and tells me that I have played irregularly for the terms and conditions bonus, you can only play 30% of the amount that they give you as a bonus, that is to say it would be 450 euros, if it were so, I do not see it because they do not define the bet or they cover it so that I can not bet more? is to give me 2000 euros, I logically tell you that I don't want the all of my money, he tells me that he has to speak it and the next day he is going to meet and call me again, he still hasn't called me and I'm still waiting, the money is pending in retirement, but mateo told me an agent who is going to confiscate it to me and it does not seem normal to me, awaiting your response, a greeting.

Después de hacer 6600 euros en ingresos en un día y jugar normalmente,pierdo el dinero y el agente mateo me comunica que quiere que recupere y va a intentar que recupere y me hace un bono de 1500 euros para jugar y lo pierdo todo en una jugado y posteriormente me da otro bono de 1500 euros,me juego todo a una bola y acierto 3780 euros,me vuelvo a jugar los 3780 euros y acierto 7380 euros y me juego 5000 euros que es el maximo a la ruleta y acierto 7200 euros,tengo la totalidad de 9580,50 euros en la cuenta y lo retiro,me sale pendiente la transferencia y al día siguiente me llama un tal raul y me comunica que he jugado irregularmente por el bono de términos y condiciones solo se puede jugar el 30% del importe que te dan de bono,o sea que sería 450 euros,si fuera así que no lo veo yo porque no delimitan la apuesta o la capan para que no pueda apostar más?y me comenta que por ser un buen cliente lo que podría hacer es darme 2000 euros,le digo lógicamente que no que yo quiero la totalidad de mi dinero,me dice que lo tiene que hablar y al día siguiente se va a reunir y me volverá a llamar,aún no me ha llamado y sigo a la espera,el dinero lo tengo pendiente en el retiro,pero me dijo mateo un agente que me lo van a confiscar y no me parece ni medio normal,en espera de su respuesta,un saludo.

Dear Juan Luis,

Thank you very much submitting your complaint. I’m sorry to hear about your problem. I have checked general bonus terms and conditions, and this is what I found:

"The casino reserves the right to remove winnings and withhold withdrawals where irregular play is evident. Irregular play is defined by the casino as one of the following. i. Using double up strategies like Martingale etc. ii. Placing zero, low margin or hedge betting are all defined as irregular betting for bonus play through requirements.

Irregular play may include, inter alia:

Placing bets equal to or greater than 30% of the value of the smallest deposit (or free bonus or cashback) credited to the player account."

Are you aware of placing single bet higher than the maximum allowed? Do I understand it correctly that awarded bonus was €1500? Maximum allowed bet would be no higher than €435 per hand or per spin.

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Juan Luis,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.