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Hello, I deposited €20 with the first deposit bonus and I turned it over and requested a withdrawal of €500, now it has been canceled and my account has been credited with €20 again true I have not played higher than 2 € bet. Bonus purchase was allowed according to the chat if the game allows it. Please help

Hallo ich habe 20€ eingezahlt mit dem ersteinzahlungsbonus und habe diesen umgesetzt und eine Auszahlung über 500€ beantragt jetzt wurde dieser abgebrochen und meinen Konto wurden wieder 20€ Gutgeschrieben sie behaupten ich hätte höher als 7,50€ Einsatz gespielt dies ist aber definitiv nicht mehr wahr ich habe nicht höher als 2€ Einsatz gespielt. Bonuskauf war laut chat erlaubt wenn es das Spiel zulässt. Bitte um Hilfe

Dear Heiko004,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hello, you misunderstood me, the casino canceled my payout because I allegedly violated the bonus terms and conditions. Received an email today saying I bought free spins for €20 that's correct, but I asked live chat beforehand if this was allowed and live chat said if the slot allowed it there would be no problem.

Hallo ihr habt mich falsch verstanden das casino hat meine Auszahlung storniert da ich angeblich gegen die Bonus AGBS verstoßen hätte . Habe heute eine Email erhalten das sie sagten ich hätte mir freispiele für 20€ gekauft das ist richtig, aber ich habe vorher im Live-Chat nach gefragt ob dies erlaubt sei und der Live-Chat sagte wenn der slot das erlaube wäre es kein Problem.

Thank you for your reply, Heiko004. I checked the bonus T&Cs and I found this:

"16.15 If not otherwise stated, maximum bet when playing with a Bonus is 7,50 USD/CAD/EUR/AUD

...

16.22 Buying in-game features (ie. free spins, reel respins or similar) while playing with an Active bonus is hereby strictly forbidden."

Our position is closely explained in Fair Gambling Codex https://casino.guru/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 kristina.s@casino.guru.

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

Dear Heiko004,

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, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.