Dear Catarina,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. 

We will contact the casino and ask for their justification why your winnings have been capped, but, before we do so, please could you tell me if you are able to reach your game history (please forward it to [email protected]) and indicate how much was your last deposit? Additionally, could you confirm that you didn’t activate any bonus while depositing? 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

I have already sent all the photos of the statement to the e-mail, and I did not accept any bonus as it appears there I deposited € 25 and started the game only with them.

Even casino bonuses are for deposits starting at 50 €

Já fiz o envio de todas as fotos do extrato para o e-mail, e n?o aceitei nenhum b?nus conforme lá aparece eu depositei 25€ e comecei o jogo somente com eles. 

Inclusive os b?nus do casino s?o para depósitos apartir de 50€

Thank you very much Catarina for providing all the necessary information. I will transfer now your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I want to ask Extra Vegas Casino representatives to help me in this case. From what Catarina already send us, we can see that 26.2.2020 she made a deposit of €25 (her balance was €0.06) at 10:23: 07 PM and 10:26: 07 PM she made a €3.75 winning spin and won €150.6  

I can't find there any info about bonus use, so please give me a hand and clarify what exactly happened.

Hi Catarina,

Please note that we have looked into it and found that you made 2 withdrawal requests from winnings issued from two different bonuses, received on 09 Feb 2020 20:28:28 and 26 Feb 2020 18:36:05.

According to the Bonus Rules and Banking pages of the site, the withdrawal limit from free bonuses is automatically applied according to the VIP level of the account.

Please refer to the Bonus Rules page:

Maximum withdrawal amount from free bonus money are as follows:

(i). Basic maximum €100,

Please refer to the Banking page:

Once the Member makes a withdrawal from a Free Bonus, the remaining balance from the winnings corresponding to the Free Bonus in question will be voided.

Your withdrawal request for EUR 100 from the first free bonus winnings has been approved on the 3rd of March and the EUR 100 corresponding to the second free bonus that you have won from has been approved today. You should be able to see the winnings in your Ecopayz account.

Should you require any additional information, please do not hesitate to contact us.

Thanks, Extra Vegas team for clarification.

Could you please send me a history log. Catarina already sent me some screenshots, and it looks like she won after she made a €25 deposit. (not with a bonus)

Thanks

Matej,

Shouldn't the casino have responded?

Matej, 

O casino já n?o deveria ter respondido?

We received a response from Extra Vegas Casino.

What they found out:

When you made a deposit of €25 you still had €0.06 bonus money left on your account. Because bonus money is used first by their system all your next bets had a bonus money component from which you can withdraw maximum €100 (free bonus)

Our opinion: If you have a small amount of bonus money left on your account and made a new deposit, the casino should automatically void that bonus and in case of higher amount ask the player what he wants to do with a bonus.

The truth is that you were able to see that bonus is still active and you could cancel the bonus anytime/ask support to do that but despite that doesn't make a sense not to make it simpler.

We have one more similar case which is now evaluating by MGA, I would suggest waiting on their ruling.  

Extra Vegas Casino is licensed in Curacao, but I believe that common sense will win in this case.

Extra Vegas Casino representatives:  

The gambling should be easy and fair, and €0.06 is a value which cannot be used for a single spin.  I don't see a reason why this bonus was not cancelled automatically. Pushing a player into situations like this only lead to the bad player experience.

Our suggestion for the casino is to pay out the winnings. 

Good afternoon,

The casino has already paid the full amount.

You can close the complaint.

Once again, thank you very much to the whole guru team for your persistence in the resolution.

Boa tarde, 

O casino já fez o pagamento do valor total.

Podem fechar a reclama??o.

Mais uma vez muito obrigada a toda a equipa guru pela persistência na resolu??o.

Good afternoon,

The casino has already paid the full amount.

You can close the complaint.

Once again, thank you very much to the whole guru team for your persistence in the resolution.

Boa tarde, 

O casino já fez o pagamento do valor total.

Podem fechar a reclama??o.

Mais uma vez muito obrigada a toda a equipa guru pela persistência na resolu??o.

Thank you for an update. I am glad that common sense win in this case and I would like to thanks Extra Vegas casino representatives for help. I am closing the complaint as "resolved."