Dear Sir, Madam, 

I decided to deposit 200EUR yesterday, Nov. 16 and played till Nov 17 morning. I accumulated 17870EUR winnings only in Live Casino. 

I did a withdrawal of 10015EUR (because of a 15EUR fee for withdrawal) which one was cancelled by the casino. After that, they also cancelled my 7870EUR remaining balance because they don't accept winnings more than 10000EUR and withdrawal limit is 10000EUR per month. 

I requested a 10000EUR cash out, which was approved. 

I ask the casino to REFUND my remaining balance (7870EUR). Indeed, they cancelled my winnings with no reason. It is completely illegal and that's called a theft. I understand that the cash out limit per month is 10000EUR BUT I cannot accept that they kept my remaining winnings. 

I took the risk to lose all my balance, fortunately, luck was with me and I went up to 17870EUR. I want to point the lack of clarity in the terms of this casino. If we cannot win more than 10000EUR, why do they let players play above 10000EUR and let them take the risk to lose all the balance if it is impossible to cash out more than 10000EUR? Also, as I'm a high roller player, it happens that I deposit a lot of money, what's the goal if I deposit 10000EUR? Is it impossible to win on this casino? This is a complete NONSENSE. They have to let the balance and let the possibility to withdraw the next month. 

All the reviews website mention the monthly limit and as I said, I don't have any problems with the monthly limit withdrawal. If they decide to put a limit on winnings, they HAS to prevent the players when they reach the limit. Again, I played above 10000EUR, this is a complete NONSENSE. 

In attach, you can find my winnings from both days. 

I ask the casino to REFUND the remaining balance (7870EUR) with no delays. 

Kind regards,

Tristan H*** (ID: t***e)

Dear Tristan,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the casino’s T&Cs (https://calvincasino.com/en/terms_and_conditions/) and I found this:

"7.12. Maximum winnings per week via this website is €10,000 or currency equivalent. Unless specifically authorized by us in writing, Player may only withdraw €10,000 from his/her Account in any 30 day period. The foregoing doesn't apply to winnings of progressive jackpots."

The casino has both win and withdrawal limit. This means, that if players would win more than €10,000, they could withdraw only this amount and the rest of the winnings would be confiscated. According to our Fair Gambling Codex http://www.kpvfaw.com/fair-gambling-codex-for-casinos#win-limits, we consider win limits to be unfair and predatory, when they are applied to a real money game.

Unfortunately, there is nothing we can do in situations like this. We warn players about the existence of the win limit in the review about this casino (http://www.kpvfaw.com/Calvin-Casino-review) and it also negatively influences the casino rating.

Sadly, we have no other choice than to close this complaint as ‘unresolved – Against Fair Gambling Codex,’ so other players can read about your negative experience. I would like to point out, that we understand, that this won’t return your winnings, but at least closing the complaint as unresolved will have a negative impact on the rating as a punishment.

Please do not hesitate to contact me if there is anything else, I could do for you.

Best regards,

Kristina

Unfortunately, after gathering all the necessary information we are closing this complaint as "Against Fair Gabmling Codex." Win limits are predatory and unfair, and we believe, that players should be able to withdraw all of their legitimate winnings. The only thing we can do right now is to recommend you checking out the casino's T&Cs or reviews before you start playing.

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 and we will try our best to help.