Extra Vegas Casino - プレーヤーは、許可された最大賭け金に違反したとして告発されました。

I firstly played with no deposit bonus where I won €80 then I made deposit and requested withdrawal on 13th December 2021 that took a week for review then after my deposit I play again with my deposit funds while I'm still waiting for my withdrawal approval, then again I won the amount of €200 with my deposit funds, is when after review they cancelled my withdrawal (€80) and returned my funds to casino, the reason was they demand my photo holding my ID document, I did send then my account was then fully verified, and told to request withdrawal again and is when I did request and that time I requested the amount of €280 including the funds I won from my cash deposit I made to casino, again after another week today on the 28th December 2021 they declined and forfeited all my winnings claiming I bet with amount over €5 in the games, where I never do that, and I swear in God's name that I never play with amount over €5 I did wrote their bonuses terms before I register and in casino after registration of my account, from bonus I never played with more than €5 so that the same from my deposit funds I never played amount over €5, I'm still surprised and angered by this casino's action, please help me claiming back my winnings and casino to come out truth because the large amount I played is when I bought Free Spins in the game "Carnaval Forever" but the bet was lower than €5.

Dear Robert,

Thank you very much for submitting your complaint. I fully understand how difficult the whole situation must be for you. I checked the Bonus Terms on the website, and this is what I found:

„3.4. Until the play through requirements have been met, the maximum amount per spin/ bet that can be placed is €5. We reserve the right to decline a withdrawal and void any winnings, if you place a bonus money bet higher than the allowed limit."

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. However, if you are sure you didn't breach this rule, we will try to help.

Could you please forward your game history and bonus history to kristina.s@casino.guru? If there is any other communication between you and the casino, please, forward it as well.

Thank you in advance for your reply.

Best regards,

Kristina

Hello I did email you some screenshots, and casino also replied saying I breached the rules on transaction ID2112132211801048394 in my game history and told me to check it, but when I checked all transactions on the 13 December 2021 are no longer available, it will be in good faith if they bring back other transactions in my game history or supply me with proper information not pillar to post.

Thank you very much Robert for your reply. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Robert.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Thanks, will be waiting

Hello Robert,

Thanks for letting me know. We hope this helps you out.

We have checked the game records and found that you had placed a bet of 48 while still wagering the deposit bonus. As per our Bonus Rules item 3.4. Until the play through requirements have been met, the maximum amount per spin/ bet that can be placed is 5. We reserve the right to decline a withdrawal and void any winnings, if you place a bonus money bet higher than the allowed limit.

However, during the investigation, we found that out of the 280 requested at the time of the latest withdrawal request, only 200 originated in the deposit bonus, while 80 originated in a bonus wagered prior to the first deposit. In consequence, we have added the 80 back to the your cash balance. We apologize for any inconvenience this may have created on your end.

Have a good day.

Dear Robert.

May I kindly ask you to react?

I'm still denying that I broke their bonus rules, I was always keep on playing lower than required 5 bet, and 48 they say I bet is not true because that 48 was when I'm buying Feature which carries 10 spins at 0.50 bet, is for buying Feature doesn't guarantee win you can win or loose the amount you placed on buying Feature, and their rules are clear that you can't bet over 5 if you didn't finished wagering, and never include buying Features, so I'm surprised when they added other rule for me that buying Feature is also a bet over the legal bet I have being placed, and that started when they supposed to pay my winnings, and I still insist that I played clean and fair and also win clearly and legally.

Extra Vegas casino here acted unlawfully by falsely accusing me, of placing Bet that I didn't do, what I did is buying not betting, and that 48 was for buying not for placing Bet, and was buying group of Spins not one Spin

And the maximum Bet of the game I was playing is 10 and not over that, so how can I place a single bet of that amount? unless was magic.

Now Casino returned €80 and now still waiting for the balance of €200, Extra Vegas casino must acted fairly here and pay my winnings if they are trusted casino.

Dear Extra Vegas Casino team.

Thank you very much for your cooperation in this case. May I kindly ask you to provide us with the player's game history? You may post it into this chat, it will not be shown to the public or forward it to my email address jozef.k@casino,guru.

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will close the complaint as ‘unresolved’.

Since we haven’t received further response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear Robert.

I am very sorry, but since the casino team has not provided us with your game history, we’re not able to proceed with further investigation. Unfortunately, the casino is an unlicensed operator. In the future, I highly recommend you to choose the licensed brand with at least a very good reputation on our site. You may avoid similar problems, but also in case of any problem, the resolution would have a much bigger chance of success. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru