Company refuses to pay out winnings of 650 eur due to them claiming a bet of 5eur was played where bonuses betting limited to 2 eur. Bet was a bonus buy at 0.1 eur stake and also terms state.

Betting more than 2 EUR at once while having an active bonus can be considered as misuse of bonus offers and can lead to the exaction of all wins received in such a way.

Dear Kr23,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and I found this:

"The maximum bet amount to wager the bonus is 2 EUR.  

Betting more than 2 EUR at once while having an active bonus can be considered as misuse of bonus offers and can lead to the exaction of all wins received in such a way."

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, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is [email protected].

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Kristina

Dear Kristina

as per your message they have the right to remove bets above this threshold and winnings from these bets. I have no issue with this. This was a bonus buy which was at 0.2eur level however fell above single bet threshold. While I dispute this, I am happy for any winnings from bets above the level to be removed.

the site have removed all winnings and also refuse to provide a bet history.

I have contacted hacksaw directly who state that they have no affiliation with the site and they are not able to provide a history as they aren’t licensing to use the games legally

Thank you very much, Kr23, for your cooperation. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Kr23,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite SlotHive Casino to the conversation to participate in the resolution of this complaint.

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.

Hi Kr23,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter