I deposited € 100 and used the 100% casino bonus.

The whole thing had to be risked 35 times, i.e. a turnover of € 7,000, before a payout was possible.

After Wager, my account was € 1400

Stakes between 0.35ct and 2.00 € / spin were played.

Shortly after the withdrawal, I was asked to verify my account, which I did.

Now I received the answer that my payment was rejected because I had violated the bonus rules.

Answer:

- Placing bets with minimal or no risk

- Wagering made using the Gamble Feature on Slot games

- Placing bets of amounts higher than 12 € (or equivalent to € in other currency) or 5% of the given bonus, whichever is lower.

This was not the case, both the games and the stakes varied constantly. A game without risk or only with min. You can't accuse me of stakes.

Ich haben 100€ eingezahlt und den 100% Casino Bonus in Anspruch genommen.

Es galt das ganze 35x zu wagern, also einen Umsatz von 7.000€ zu machen, bevor eine Auszahlung m?glich war.

Nachdem Wager stand mein Konto auf 1400€

Eins?tze zwischen 0,35ct und 2,00€/ Spin wurden gespielt.

Kurz nach der Auszahlung wurde ich gebeten meinen Account zu verifizieren, was ich Tat.

Nun erhielt ich die Antwort, das meine Auszhalung abgelehnt wurde, weil ich gegen die Bonusregeln versto?en h?tte.

Antwort:

- Placing bets with minimal or no risk

- Wagering made using the Gamble Feature on Slot games 

- Placing bets of amounts higher than 12 € (or equivalent to € in other currency) or 5% of the given bonus, whichever is lower.

Dies war nicht der Fall, sowohl die Spiele als auch die Eins?tze haben konstant variiert. Ein Spiel ohne Risiko oder nur mit min. Eins?tzen kann man mir nicht vorwerfen.

Dear gentle01,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked promotional terms, and I found the term the casino was referring to:

"9. Restricted Gameplay:

- Placing bets with minimal or no risk

- Wagering made using the Gamble Feature on Slot games 

- Placing bets of amounts higher than 12 € (or equivalent to € in other currency) or 5% of the given bonus, whichever is lower."

Our position is closely explained in Fair Gambling Codex http://www.kpvfaw.com/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, it is a different story if you are sure you didn’t breach that rule. I would like to ask you to you forward me your game history from the bonus play. My email address is [email protected].

Also, forward me any relevant communication between you and the casino, if possible (or post it here).

Thank you in advance for your reply.

Best regards,

Kristina

Hello Kristina,

Thank you for your message.

What I would like to add is that I made a majority of my winnings after receiving the message that the bonus was "played through".

Unfortunately, the casino has blocked my entire credit.

With the wager, my account balance was around € 450-500

Then came the big profits.

best regards

Hallo Kristina,

vielen Dank für Ihre Nachricht.

Was ich noch hinzufügen m?chte ist, dass ich einen Hauptteil meiner Gewinne erspielt habe, nachdem ich die Nachricht bekommen habe, dass der Bonus "durchgespielt" wurde.

Das Casino hat leider mein komplettes Guthaben gesperrt.

Dem dem Wager war mein Kontostand bei etwa 450-500€

Anschlie?end kamen die dicken Gewinne.

Liebe Grü?e

Is there a way to download the history? Or do I have to take screenshots here?

Best regards.

PS: I received the message that the bonus was played through at 8:33 pm and continued to play for about 2 hours, also making big profits here.

What about the amounts?

Gibt es eine M?glichkeit die Historie zu downloaden? Oder muss ich hier Screenshots erstellen?

Liebe Grü?e.

PS: Ich habe die Nachricht das der Bonus durchgespielt wurde um 20:33 erhalten und noch etwa 2 Stunden weiter gespielt, hier auch gro?e Gewinne erzielt.

Wie schaut es mit den Betr?gen aus?

Gentle01, thank you very much for your email. It doesn't seem that this is the whole game history (correct me if I am wrong) from the point you received the bonus until you finished the wagering requirements. Would you be so kind and provide it all, please?

Thank you for your game history. I checked it thoroughly, and I found not one, but multiple bets where you breached the maximum allowed bet.

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet 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. Thank you for your understanding.

Hello Kristina,

Thank you for your reply.

I would still refer to my email again.

In my email I told you that:

1. In my history I have stakes of € 5.00, € 6.00 and more. However, only for 1 x spin.

Why should I play a constant € 0.50 or € 0.75 / spin and then multiply my stake X-times for one spin? Unfortunately, these "bets" make no sense in my opinion.

1. 2. In addition, the casino reset my entire account to my original deposit. What about the winnings that were earned after the bonus? As you can see in my history, I only received the big wins after the bonus. These were also simply deleted.
2. Now the casino has transferred an amount of € 20.58 to me without giving a reason or even making a note in the transaction list. Since my e-mail address has apparently been blocked, as you have seen in my screenshot, I have no way of asking for this amount.

I thank you for your time and effort and hope for an answer.

Hallo Kristina,

vielen Dank für deine Rückmeldung.

Ich würde mich dennoch noch einmal auf meine E-Mail beziehen.

In meiner Mail habe ich dir geschildert, dass:

1. In meiner Historie verinzelte Eins?tze von 5,00,6,00€ und mehr habe. Allerdings immer nur für 1 x Spin.

Wieso sollte ich kostant auf 0,50€ oder 0,75€ / Spin spielen und dann für einen Spin meinen Einsatz Ver- X-Fachen? Diese "Wetten" ergeben in meinen Augen leider keinen Sinn.

1. 2. Zudem wurde mir seitens des Casinos, mein gesamtes Konto auf meine Ursprüngliche Einzahlung zurückgesetzt. Wie schaut es mit den Gewinnen aus, die nach dem Bonus erspielt wurden? Wie du in meiner Historie sehen kannst, habe ich die gro?en Gewinne erst nach dem Bonus erhalten. Auch diese wurden einfach gestrichen.
2. Nun hat das Casino, mir ohne Angabe von Gründen oder gar Vermerk in der Transaktionsliste einen Betrag von 20,58€ überwiesen. Da meine E-Mailadresse aber augenscheinlich blockiert wurde, wie du in meinem Screenshot gesehen hast, habe ich keine M?glichkeit diesen Betrag zu erfragen.

Ich danke für deine Zeit und deine Mühe und hoffe auf eine Antwort.

Edit:

I also asked the casino about the bets placed of> 5.00 €. There was no answer to that either.

I also tried to find out the definition of the casino for the term "bet". Unfortunately there was no response here either.

De facto, I have never increased my bets to an amount> € 2.00 / spin.

Edit:

Auch das Casino hatte ich zu den platzierten Wetten in H?he von >5,00€ befragt. Auch hierzu gab es keine Antwort.

Ebenfalls habe ich die Definition des Casinos für den Begriff "Bet" versucht zu erfragen. Leider gab es auch hier keine Rückmeldung.

De Facto habe ich nie meine Eins?tze auf einen Betrag >2,00€/Spin erh?ht.

I am sorry Gentle01, but your game hisotry says that you breached the rule multiple times during your bonus play. One spin equals one bet in this case and some of these bets go as high as €15 for example (which breached 5% of the bonus given as well as €12). Everytime you place a bet you can win or lose and each bet and its result counts individually.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. 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.