Slot Mafia Casino - プレイヤーの賞金は没収されました。

I won $6500 then tried to withdraw it was rejected so I contacted support and they told me to upload photo I'd and I will get my withdrawal. So I did and verification was approved . Then they said they have to cut it down cause I exceeded the Max bet of $5 . And they cut $6494

Dear Danperez72au,

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:

2.2. The maximum bet while wagering is €5 (or equivalent in another available currency) unless otherwise specified. The maximum bet limit includes bets doubling after a game round has been completed and bonus rounds (purchased within the game). Breaching the maximum bet rule leads to all winnings from the bonus being confiscated and the deposit being refunded.

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 tomas@casino.guru

Thank you in advance for your reply.

Best regards,

Tomas

Dear Danperez72au

The records of your gameplay for a specific period should be available when you request them from casino support.

Kindly request the necessary information and when you receive the records, send them to us for review.

If the casino refuses to provide you with this information please send me the relevant correspondence with them to my email at tomas@casino.guru instead.

I apologize for the inconvenience.

Ok I will do . Also I didn't get my deposit back and they also took a extra $49 from my acount

Thanks for your reply, Danperez72au

Please let me know whether you succeeded in asking for the gaming history from casino support.

If your request for gaming history was refused please let us know and we'll try to investigate ourselves. Kindly send me the communication between you and the casino as proof. My email is tomas@casino.guru

No the don't wanna give my deposit back or the extra 49 dollars that they took

Dear Danperez72au,

For us to intervene we would need the information I requested from you earlier.

To conclude the casino incorrectly confiscated your winnings, we'll need to check your gaming history. Kindly request the records from support and send them in a format we might check. (.xls .csv or similar) If the casino refuses to provide you with such information, please send the conversation between you and support as proof to my email.

I apologize for the inconvenience.

Dear Danperez72au,

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.

Iv tried to get the history . They said to email dpo@hollycorncasino.com but I can't email them it come back to me as invalid email address

It's to hard . I just wanted my deposit back and the extra 49 dollars they took but the not gona give it to me

I understand your frustration.

Send me your attempts at communication with the casino. If we can see you can't request the necessary information we'll try to assist you.

Send proof to my email at tomas@casino.guru

Dear Danperez72au,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.