Maxi Bet Casino - 選手の出金は没収されました。

I used the deposit bonus at this casino and received a $500 bonus.

After meeting the wagering requirements, my balance reached $1,100, so I requested a withdrawal, but the withdrawal was rejected and an additional $500 was deducted.

The casino cited their terms and conditions, stating that the bonus balance would be deducted upon withdrawal, but those terms clearly stated—as is common at many casinos—that

"Bonus funds are forfeited upon withdrawal."

I explained that by the time I met the wagering requirements, all the bonus money had already been converted to real money, so the terms and conditions regarding deducting bonus money should not apply, but the casino refused to accept this.

Since they are engaging in arbitrary practices by exploiting ambiguous terms and conditions, please contact the casino representative and instruct them accordingly.

＞8.15. Please note that all of our bonuses are non-cashable; therefore the original bonus amount will be deducted from any withdrawals you may make.

KYC verification has been completed, and there is a withdrawal history.

Since there is no other correspondence or information available to submit, please do not request any further details after accepting the complaint; instead, contact the casino representative immediately.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Could you please send me a link or a screenshot of the bonus you activated and played with? Was the promotion part of a welcome bonus package?
• Could you please advise how much was your balance after finishing the wagering of the bonus? Has the bonus amount already been deducted at that point?
• Did the balance you continued playing with appear as "withdrawable"/"real money", or were your winnings still displayed in the bonus balance?

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

Best regards

Attila

https://maxibetcasino8.com/promotions/monday-madness-5/

When the wagering requirements were met, the balance was not deducted.

In addition, the entire amount was displayed as withdrawable real money.

https://maxibetcasino8.com/terms-conditions-2/casino-bonus-terms-and-conditions/

Furthermore, while this casino has a dedicated page for bonus terms and conditions, the terms and conditions the casino refers to are those found in the general terms and conditions.

In addition, the bonus terms and conditions state that the withdrawal limit is 10 times the deposit amount.

In other words, the casino’s stated terms and conditions refer to the general rule that "if you request a withdrawal while you have both real money and bonus money in your account, the bonus money will be forfeited"; they do not specify that the bonus money will be deducted if you request a withdrawal after meeting the bonus wagering requirements.

Dear andandjonnyx,

Thank you for your reply. Based on the information I was able to review, it appears that your bonus winnings were only reduced once, following your withdrawal request. This adjustment is consistent with the terms and conditions set forth by the casino:

8.15. Please note that all of our bonuses are non-cashable; therefore the original bonus amount will be deducted from any withdrawals you may make.

Please note that the completion of the wagering process and the nature of the bonus being sticky are unrelated. It all depends on the bonus amount that is matched to your deposit, in this case, 500 USD, which was also deducted in this situation. Every time you make a withdrawal of winnings from a sticky bonus, the amount that will be deduced will be the initial amount the casino contributed to your balance for you to play with.

I am sorry but the practice in itself isn't something that we would consider unfair.

Please understand casinos will always make an effort their bonuses appear as attractive as possible, the downside of taking bonuses may be a cap on winnings, rules about a maximum bet, or similar restrictions.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Attila