TwinVegas Casino - プレイヤーの賞金は没収されました。

I was recently confiscated over 11500EUR from the casino because they claimed that I breached their maxbet rule when playing with an active bonus. 

When I began playing the wagering on my bonus was not moving, which means that while the bonus was in my account it was not active. After I won, I cancelled the bonus and withdrew my REAL money balance as mentioned in the screenshot I attached. The casino then emailed me saying that the breach was because an ACTIVE bonus was in place which is not the case. I would like to ask you to contact the casino and have us resolve this here on the complaint portal

Hello,

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:

1.11. You may not place any bets that exceed the maximum bonus bet size when using bonus money. The maximum bonus bet size is 5 EUR (or the equivalent in any other currency) per bet/spin or equivalent, unless it is stated differently in the specific terms and conditions tailored to each bonus campaign. Please note that it is your responsibility to ensure that you are aware of the maximum bonus bet size. For cases where bets are deemed to have exceeded the maximum bonus bet size, an account may be reviewed, and the bonus funds confiscated in the process.

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 in Excel format 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,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello Veronika, I emailed you my gaming history, along with a link to the bonus promotion as you requested

Hello Veronika, I have sent you everything you requested by email

Hello again, have you reviewed the email I sent?

Thank you for your responses. I have received your email.

I can see that you played the game Alien Fruits 2 and that the bets you placed exceeded the allowed €5 maximum bet limit stated in the casino’s Bonus Terms.

Could you please send me a screenshot of your bonus history showing the date and time the bonus was activated? If it turns out that the bonus was active while you placed the high bets in the aforementioned game, I’m afraid we won’t be able to assist you further.

Hello,

After I deposited, my balance was in 2 parts, one part cash and the other part bonus. The bonus wagering did not move when I was spinning so, although the bonus was in the account, it was not active. I did not bet more than 5 with the bonus because I never got to use the bonus, instead I won while playing with my cash funds and then cancelled the bonus.

According to the Bonus Terms and Conditions:

1.8. When you take part in a promotion, both deposited funds and bonus funds become the "bonus balance". If a bonus is active the wagering must be completed, or the bonus must be zeroed out, in order for a withdrawal to be made. The only exception will be if you wish to withdraw your deposit only, in which case the bonus funds and any winnings will be forfeited.

1.14. When playing an active bonus, your funds will be used in the following order: Funds required to trigger the bonus, Bonus funds and Any remaining funds.

Unfortunately, once a bonus is activated, the bonus rules apply to your gameplay.

If you believe no bonus was active when you played Alien Fruits 2, please send me a screenshot of your bonus history from your casino account. This will help us verify the situation and determine how to proceed.

Hello again,

I attached the bonus history,

As you can see in the screenshot the bonus was never actively wagered. I never used any bonus funds.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Stasse1997,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

As part of our standard procedure, I would normally invite a representative from TwinVegas Casino to join this conversation. However, since they have not yet registered a representative account on our platform, they are currently unable to respond directly within this thread.

That said, I’ve already contacted their team through an alternative channel, forwarding the details of your issue along with an invitation for them to create a representative account on our platform. I’ll keep you informed here as soon as I receive any updates.

Thank you for your understanding and patience.

Best regards,

Kubo

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.

Dear Stasse1997,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. 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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Tobique Gaming Commission (TGC) by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at [email protected].

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Kubo

Dear Stasse1997,

I would like to inform you that your complaint has been reopened. Please accept my apologies for the earlier closure. The casino had, in fact, responded within the given timeframe, but unfortunately, I overlooked their email. I sincerely regret this oversight.

At this stage, the casino has requested to register their representative account on our platform, and we are in the process of completing that. In the meantime, I have already initiated active discussions with their representatives regarding your case, and I am hopeful that we will reach a fair and satisfactory resolution soon.

Thank you very much for your patience and understanding.

Dear Kubo, dear player,

Thank you for your patience while we reviewed this case. We would like to emphasize that we had already provided all the requested information and evidence to Casino.Guru in a timely manner. In fact, our response was sent on August 21. We understand that oversights can happen, but we want to stress that the provided evidence shows our position clearly.

Our bonus terms are clear and apply equally to all players. Once a bonus is activated on an account, the bonus rules, including the max bet rule, apply to all gameplay.

The provided evidence to Casino.Guru shows that the max bet rule was exceeded while the bonus was active. Whether this happened deliberately or by mistake is not relevant, a breach remains a breach. For this reason, the winnings obtained during the breach cannot be paid out. Naturally, the player’s original deposit remains unaffected and will be refunded.

We understand that this outcome may be disappointing for the player. However, applying the rules consistently is the only way to ensure fairness and transparency for all players.

Best regards,

TwinVegas Casino Team

Thank you for your response.

I understand everything you are saying on your reply, but what you are failing to grasp is that the bonus was not active. The bets were being placed with my cash balance and every bet I made had no influence on the bonus wagering progress. If you are going to offer non sticky bonuses to your players, don't trap them afterwards by saying that the bonus is active and all the same terms apply to it.

Dear TwinVegas Casino,

Thank you for providing the additional details regarding this case. Could you please confirm whether your system displays a notification pop-up if a player attempts to place a bet exceeding the maximum allowed limit while playing with an active bonus?

Thank you for your assistance.

Dear Kubo,

Thank you for your follow-up.

We would like to highlight that Casino.Guru’s own Complaint Specialist has already summarized the principle very clearly in this very case:

"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."

This is exactly the approach we applied. Our Bonus Terms are transparent, publicly available, and must be accepted by each player before activating any promotion. Once a bonus is active, the bonus rules (including the maximum bet limit) automatically apply, regardless of whether cash or bonus funds are being wagered.

Although our system does not display a pop-up notification when the maximum bet size is exceeded, this is not a requirement under the Fair Gambling Codex or Casino.Guru’s own position.

We therefore respectfully maintain that our handling of this case was fully consistent both with our Terms and with the industry standards that Casino.Guru itself promotes.

Best regards,

TwinVegas Casino Team

Dear TwinVegas Casino,

Thank you for your response.

I appreciate that you have reviewed our Fair Gambling Codex, and I agree that your reference to our position is accurate in this instance. That is precisely why I asked whether a pop-up is triggered if a player attempts to exceed the maximum bet. Directly below the paragraph you cited, our Codex also highlights that we believe such rules should ideally be enforced at the software level. In other words, the casino’s platform should not allow players to place bets above the stated limit.

A simple pop-up warning is one of the most practical and simplest to implement tools that could help prevent players from accidentally exceeding the limit. We consider genuine mistakes possible, and in such cases, we believe confiscating entire winnings is a disproportionate measure - particularly where the mistake has little or no impact on the outcome of the game.

For future reference, we recommend considering the implementation of such safeguards. Doing so would not only enhance player protection and trust but also reduce the likelihood of disputes of this kind.

Thank you for your cooperation.

Dear Stasse1997,

As my colleague Veronika has already explained, once a bonus is activated, the associated rules apply to your gameplay. While you believe the bonus was not active, the records confirm that it was. The reason it appears in your bonus history as "forfeited-by-player" is that, after the wagering requirement had been completed, the system evaluated it as forfeited due to a max bet violation. According to the casino’s logs, this forfeiture occurred at 15:13 (your local time), immediately after your last recorded bet, which confirms the casino’s earlier statement.

You also mentioned that the wagering meter was not progressing when you began playing. This mention indicates that you were aware, that the bonus was already active, and despite this, you placed bets of €18.75 consistently throughout your session without adjustment.

In line with the casino’s response and our Fair Gambling Codex, the maximum bet rule during bonus play is an established industry standard. Casinos are within their rights to void winnings obtained in breach of this rule.

For this reason, we must conclude that your complaint is unjustified, and we are unfortunately unable to assist you further on this matter.

Thank you for your understanding, and I’m sorry we couldn’t provide a more favorable resolution. If you encounter other issues with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We are always here to assist you.

Best Regards,

Kubo