Wild Pharao Casino - プレイヤーの賞金は没収されました。

I won almost 25,000 euros in the casino and the casino claimed that I had violated the conditions how to sue the casino.

Ich habe in dem Casino knapp 25000 Euro gewonnen und das Casino hat behauptet das ich gegen die Bedingungen verstoßen habe wie kann man das Casino verklagen.

Dear Özgün,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you accumulated your winnings with or without an active bonus? Did the casino specify which term has been breached?

Could you please send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru, or you can post it here. 

I will be waiting for your reply patiently and hope to help you as soon as possible.

Best regards,

Kristina

Yes, the casino wrote in the live chat that I violated the general terms and conditions and allegedly I would not have won anything. It was a deposit bonus with a wagering requirement of 10500 which I almost fulfilled because 6000 was missing. The casino said that the maximum bet was 5 euros, which is nowhere to be found and I was not advised

Ja das Casino hat im Live Chat geschrieben das ich gegen agb verstoßen habe und ich hätte angeblich nichts gewonnen. Es war ein Einzahlungsbonus mit einer umsatzbedingung von 10500 die ich fast erfüllt habe da fehlte noch 6000. darauf hin meinte das Casino das der höchst Einsatz bei 5 Euro liege was nirgendwo steht und ich auch nicht darauf hingewiesen wurde

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

"12.Until the play through requirements have been met, the maximum bet that is allowed to be placed is 5 EUR/USD/CAD/AUD/NZD/USDT, 10 BRL, 50 NOK, 0.01 BCH, 0.01 ETH, 200 Dogecoin, 0.1 LTC, 20 PLN or 300 RUB. When it comes to Bitcoin players the maximum bet is 1 mBTC. This includes double up wagers after the game round has been completed, for example, wagering winnings from X game round on red/black, and also in-game bonus features that can be purchased."

Do I understand correctly that the casino has accused you of breaching the maximum allowed bet?

Yes, the casino accused me of my stake but only after winning and not before

Ja das Casino hat mich beschuldigt wegen meines Einsatzes aber erst nach dem Gewinn und nicht vorher

Would you be so kind and forward me your whole game history from the bonus play? My email address is kristina.s@casino.guru. Thank you in advance.

I sent you the email with the game history

Hab ihnen die email rausgeschickt mit der Spielhistorie

Thank you for your emails. You have forwarded me your cashier history and not game history. I must see each individual bet you made while playing this bonus. Do I understand correctly that this is not available to you?

Yes, that's right, that's not available to me.

Ja das ist richtig das steht mir nicht zur Verfügung.

Thank you very much Özgün for your cooperation so far. I will now transfer your complaint to my colleague Peter (peter.m@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.

Hi Özgün,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Wild Pharao Casino to the conversation to participate in the resolution of this complaint.

Thank you for your commitment, I thank you

Vielen Dank für ihren Einsatz ich bedanke mich

Dear Ozgun, as already explained via chat , you played with Bonus and played massively with 100€ Spins on several games. Max. Bet while playing with Bonus is 5€ like stated on Terms and Bonusterms, therefore all wins got voided.

Dear Wild Pharao Casino,

Could you please forward the player's game history to my email address (peter.m@casino.guru) and mark the overbets? Thank you.

Dear Peter, please note email with spin data send to ur email

Thank you Wild Pharao Team for the email.

Dear Özgün,

I've looked at the game history and I'm afraid there is not much we can do. The game history shows lots of overbets from the beginning. Unfortunately, we can't really help you with this one.

I would like to thank you for your commitment and despite all this I wanted to ask whether you could not receive a partial payment.

Ich Bedanke mich für ihren einsatz und wollte Trotz alldem fragen ob man nicht eine teilzahlung erhalten könnte.

Dear Özgün,

I'm afraid there is nothing we can do. If there were one or two bets over the max bet and you wouldn't win anything from them, the situation would be different and the casino could pay you as a gesture of goodwill (some casinos do). However, this is not the case. Most of your bets were much higher than the max bet, so, unfortunately, your complaint will be rejected. I wish I could be of more help. Thank you for using the Casino Guru complaint resolution center. 

Best regards,

Peter