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I have been refused my withdrawal, I deposited £50 got a bonus of £115, I had to wager nearly £7000 before I could withdraw, they are now saying I am not entitled to this I placed my withdrawal after I had wagered, I placed large bets after I had withdrawn the amount I was allowed, my withdrawal could only be between £90 and £4300. I cancelled my first withdrawal as was not sure if it had been done correctly.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the T&Cs and I found this:

8.11 The casino reserves the right to evaluate players’ gaming to determine whether any irregular gaming patterns are being employed. Irregular play includes, but is not limited to, the following scenarios:

8.11.1 Where a player places a single bet equal to or exceeding 20% of the value of a bonus received before fulfilling the playthrough requirements for that bonus.

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 attila.g@casino.guru.

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,

Attila

Dear Shweetie,

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.

Dear Shweetie, thank you for your response.

In order for me to properly asses the issue, could you please share your game history? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period: from the moment of the activation of the bonus, until the confiscation of the winnings.

Thank you in advance for your reply.

I have had to email to request this as they have closed my account

I have had to email to request this as they have closed my account

Dear Shweetie, thank you for your response. Do you have any updates from us? Has the casino been able to provide you with the game history?

I look forward to your reply.

Dear Shweetie,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru