This company is hiding behind completely unfair and punitive T&Cs to essentially rob me of over ￡14,000. Surely these site cannot just have free reign to to put such unfair clauses in their terms, that they know no-one has the time to read, in order to deceive and steal from their customers.

Surely they cannot be allowed to have slot games on their sites that display max payouts in the graphics and UIs, when they have no intention of honouring any payouts above a blanket lower amount they have set in the terms. This is not just immoral and unethical practise, it is very clearly false advertising and misleading behaviour.

Dear sbeercan,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’re facing with this casino and the frustration regarding their terms and conditions.

I’ve reviewed the terms you’ve provided, and it appears that there are some limitations on winnings that might not be very fair. It’s important that players are fully informed of such terms, especially when it comes to maximum payouts, as it can impact the playing experience.

From what you’ve described, the casino’s terms set:

• A daily maximum payout of ￡25,000.
• A maximum payout multiplier of 1000 times the original stake.
• A maximum single bet payout of ￡4,000.

It seems that these restrictions could be unexpected and may significantly affect the level of winnings a player can achieve. While these terms are legally binding if players are made aware of them, fairness can be a concern if they are not adequately communicated or if they seem excessively restrictive.

• Could you please clarify whether your winnings were accumulated with or without a bonus? This could help us better understand your situation and how these terms may apply to you.

Your cooperation is essential for us to investigate this issue further. Without your input, we won’t be able to proceed with the case or provide you with a solution.

Please feel free to forward any relevant communication or documentation to [email protected].

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to an extremely high volume of complaints, we kindly ask for your patience. While we aim to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you happy holidays!

Hi Petronela,

Thanks for your reply. I believe these terms are entirely unfair and I haven't come across such restrictive terms ever (from playing on many online casinos).

I was playing with cash, not bonus money, and the money disputed was won on 1 x ￡1 spin. The win was ￡15,360 and they want to take ￡14,360 (93%) - if that is not unfair and overly excessive, I'm not sure what is.

Best,

Simon

Thank you very much, sbeercan, for providing all the necessary information. I will now transfer your complaint to my colleague, Jozef ([email protected]), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear sbeercan,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to contact the casino.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.

Dear sbeercan,

I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

[email protected]