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I was denied the withdrawal due to the factor that I exceeded 30% of the bets from the deposit and the winnings were also taken away

what a disappointment

Mi è stato negato il prelievo per il fattore che ho superato il 30% delle puntate dal deposito e mi è stato tolto anche la vincita

che delusione

Dear Christian,

Thank you very much for submitting your complaint and forwarding screenshots. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand it correctly that you have been accused of breaching maximum bet rule while completing bonus wagering requirements?

I have checked general bonus terms and conditions, and this is what I found https://www.cashpotcasino.com/general-terms-conditions/?lang=en:

"Betting rules

Winnings and Betting Rules

A player must bet while taking into consideration the rules of the game he is on.

Irregular play:

The Casino has the prerogative to refuse any withdrawal request, which includes the right to remove all bonuses or winnings in the case of Irregular Play. The following are deemed irregular play:

Real Money (deposit) Betting Rules:

Placing total bets equal to or greater than 30% of the value of the smallest deposit currently in play. This includes purchasing in-game features including but not limited to free spins with a total bet amount of 30% or greater than the value of the deposit.

Bonus Betting Rules:

Placing wagers that are 30% or more then the value of the bonus (the smallest one among them) currently in play within the bonus wagering requirements are fulfilled."

Are you aware of placing single bet higher than the maximum allowed one? Could you please advise how much was your last deposit and what bonus you have activated?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I put in the amount of € 40, then I got a bonus of € 120 and I played once in a slot and I won with a bet of € 15 and I got the bonus and I reached a winning sum of 1117.90 played roulette and I lost and I reached a sum of € 963 and then I withdrew € 900 they called me to send the documentation for the withdrawal and yesterday they denied me immediately

Ho messo l’importo di 40€ ho avuto poi 120€ di bonus e ho giocato una volta in uno slot e ho vinto con una puntata da 15€ facendomi uscire il bonus e sono arrivato ad una somma di vincita di 1117,90 poi ho giocato alla roulette e ho perso e sono arrivato ad una somma di 963€ e poi ho prelevato 900€ mi hanno chiamatao per inviare la documentazione per il prelievo e ieri me lo hanno negato subito

Could you please forward your game and cashier histories to petronela.k@casino.guru? Thank you very much in advance. 

I have already sent the email

Ho mandato gia l’email

Thank you very much, Christian, for forwarding the screenshots. According to the terms and conditions, maximum allowed bet while wagering a bonus, is no more than 30% of the bonus awarded, in your case €34,80 (29% of awarded bonus €120 = €34,80). Are you aware of placing a single bet greater than that?

Could you please forward the casino statement in which they have informed you about breaching maximum bet rule?

I have checked bonus terms and conditions again, and this is what I found https://www.cashpotcasino.com/bonus-terms-conditions/?isPopup=true&lang=en:

"A player cannot switch game types while within the wagering requirement. For example, if the player started playing out the wagering on Slots Games, he must complete it on Slots game."

If you admit playing slots and roulette while wagering the bonus, I believe that was the reason why your winnings have been cancelled and I’m afraid there is not much we can do for you in this case. Please let me know if there is any additional information that I have overlooked. Looking forward to hearing from you.

Yes, just like you said

but all this I didn't know and I didn't even read anything about it when I registered registrato

Si giusto come lei ha detto

ma tutto questo non lo sapevo e non ho nemmeno letto nulla su questo quando mi sono registrato 😓

Dear Christian,

If you are aware of placing bets on restricted games (switching games) while wagering your bonus, sadly, there is not much I can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. We would like to see casinos implementing systems that would prevent players from placing bets on restricted games, but, unfortunately, this is not a standard practice yet.

I’m very sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. I will reject this complaint now. Thank you for your understanding.