Hello it is about the following wanted to withdraw 1000 euros and have also met my bonus conditions with the implement now tell me that I would have violated the conditions and although I should not be able to play all games this is also in the conditions first there are 100 games you cannot play 2 how do you know. at other casinos you can play all games and if not you don't get into the game at all I don't think that's okay and that is cheating done and does not come with me that is there but you are not pointed out so I ask you to help there otherwise I let my lawyer do it for 1000 euros is not a small amount

Hallo es geht um folgendes wollte 1000 euro auszahlen lassen und habe auch meine Bonusbedingungen erfüllt mit dem umsetzen nun sagen die mir das ich gegen die Bedingungen versto?en h?tte und zwar dürfte ich nicht alle spiele spielen das steht auch in den Bedingungen erstes stehen da 100 Spiele die man nicht Spielen darf 2 woher soll man das wissen . bei anderen Casinos darf man alle spiele spielen und wenn nicht kommt man erst gar nicht in das spiel rein ich finde das nicht okay und das ist betrug fertig und kommt mir nicht mit das steht da ja aber man wird nicht darauf hingewiesen so ich bitte sie mir da zu helfen ansonsten lasse ich das durch mein Anwalt machen den 1000 euro ist kein kleiner Betrag

Hello Holger,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions, and I found a list of restricted games. I have to say, even if the list is quite long, if the casino shares all the relevant information on their website, there is not much we can do, to support this case.  

We would like to see casinos implementing systems that would prevent players from playing restricted games or placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to play a restricted game, and, as a result, you breached the rule. 

Sadly, there is not much I can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. Please do not hesitate to contact me if there is anything else, I could do for you in this matter, otherwise, I will be forced to reject your complaint. Thank you for your understanding. 

Best regards,  

Kristina

Dear Holger,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

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

The player can reopen this complaint anytime.