Removed my bonus money when i had done the 35x

Dear J1990,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how much you deposited and wich bonus you activated on your account?
• Please provide a screenshot or a link to the specific bonus here.
• Have you contacted casino support regarding the issue? What response have you received?

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

Best regards,

Tomas

They told me they removed it because i have played 40 nok on some spins and the maximum was 20 nok. But the 35x only moved when i played 20 nok. I think they Are scamming people. Why is it Even possible to play with more than 20 if the player loses all money then?. Its like they are luring people. Hope the player dont read all the text, so

they can steel you money. The player must read a bunch of text. They took 14.000 from me! Why dont it say clear when the chose come up that they are planing for the player not to see the little text so they can steal. Its so bad i think.

Thanks for the explanation, J1990.

According to the promotional rules of the casino:

"9.4.The maximum bet when having an active bonus is EUR 3 per spin or EUR 0.3 per bet line - unless otherwise specified, please check the bonus terms before making a deposit. Tsars reserves the right to remove your balance if you have played with larger bets than allowed during the bonus wagering process. Max allowed bet with an active Welcome first and second deposit bonus accounts to EUR 2/ CAD 3/ USD 2/ RUB 200/ NOK 20/ NZD 4/ PLN 10. Max allowed bet on other Welcome pack bonuses (3rd, 4th deposits) account to – EUR 5/ CAD 7/ USD 5/ RUB 350/ NOK 50/ NZD 10/ PLN 22. If a player is betting more than allowed per bet with an active bonus, it classifies as bonus abuse."

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 unfairly, feel free to forward me your game history together with a link or a screenshot of 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,

Tomas

Dear J1990,

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.

I sent to your mail??

Thanks for the explanation.

Could you also send me the correspondence you received from the casino regarding the max bet breach?

Could you please send me your betting history (gaming history) from the time the bonus was in play? You can usually find it in your account or request it from casino support for a specific time interval.

Send the the information to my email at [email protected]

I could not find the history.

Thanks for your patience, J1990.

I checked your gaming history and I have to conclude 367 bet were above the 20 NOK maximum allowed bet set by the casino rules.

Considering you Started playing with 550 NOK x 35 wagering requirements, from my point of view you started playing 40 NOK bets before the bonus wagering was complete. A vast amount of winnings also seem to come from your 40 NOK bets.

Please let me know if I haven't considered any information, but it seems the casino's decision is justified.

I'll await your reply.

My problem is that it do not say very clear What the rules Are. I would not have used 40 if it was clear to me. It chould not even be possible to do so in my opinion. And the wagering only moved when i played 20. The least they could do was give me back What i won when playing the 20. They removed everything. Won by 20 and 40

At least i can warn others to not be fooled by the same.

I wish I could be more help.

Even though we couldn't help you with the issue, don't hesitate to contact us in the future if you have issues with any online casino.

The complaint will now be closed. Thanks for your understanding.

Best regards,

Tomas

www.kpvfaw.com