The casino is enforcing a rule that limits the amount wagered to 5BRL, but it turns out that this is at odds with the T&C, which says that the maximum bet with bonus funds is 25BRL.

I got in touch via chat, and asked if this limit was being caused by the game or the casino, my question was not answered.

Regarding the rules of the game, it makes it clear that the maximum bet is 5000BRL, and in fact, I've played in other casinos and never had any problems like that, the rules of the game also don't say anything about any limit.

Also note that in the screenshot, the error that appears for the 6BRL bet is something that refers to funds, which is where casinos limit the maximum bet by manipulating the wallet, and not the maximum bet, as the message to the maximum bet in the game is completely different, plus this type of message is caused by the casino controlling access to the wallet, causing this message.

In addition, the game works with bets greater than 5BRL for non-bonus funds, which makes me believe that it is an incorrect rule for bonus funds.

I later got in touch, via email, questioning this, as the chat doesn't seem to be suitable for this kind of thing, it's been two weeks and I haven't received a response.

Dear denilson781,

Thank you very much for submitting this complaint. I'm really sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify what kind of bonus you activated and what types of games you played?

Do I understand correctly that you breached the maximum bet?

Please bear in mind that each bonus may have specific terms and conditions that overrule the general bonus terms.

I hope we will be able to help you resolve this problem as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

welcome bonus - first deposit, the game is craps

Thank you for your response.

I have checked the general bonus terms where the casino states that the maximum allowed bet is indeed R$25. However, each bonus may have specific bonus terms that overrule the general ones.

Could you please tell me if your winnings were confiscated because you breached the maximum bet of R$5?

Or is your concern related to wagering contribution only? Please keep in mind that live games/card and table games have a betting coefficient of 20%, meaning that only 20% of your bet contributes to the necessary wagering requirements.

my winnings were not confiscated, however the maximum bet of 5BRL is being applied, in disagreement with the T&C

As I stated before, each bonus may have different terms for wagering requirements. If the game does not allow you to bet more than 5 BRL, I am afraid you have to stick to the rules.

the game allows you to bet more than 5 BRL, I contacted the provider, it is the casino that imposes this limit, in disagreement with the T&C which makes it clear that the bonus betting limit is 25BRL.

The casino imposes the limit so that it can be not changed in the game?

As I stated before, a casino may set the maximum limit for each game individually. If a game forbids you to bet a higher amount than the maximum amount allowed by the casino, we consider it a positive. That way, you will not be able to mistakenly place a higher bet and the casino will not confiscate your winnings due to max bet breach.

Please let me know if there is anything else I can assist you with, otherwise I will have to close this complaint.

Dear denilson781,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.