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Hi. I deposited 30 euros and got a 45 euros bonus. I met the wagering requirements and wanted to pay out 1000 euros. After a few days I got the message that I had broken the rules and that I was playing with a stake over 9 euros. My 1000 euro winnings were simply deleted. I got in contact with the casino and explained several times that this was not a bet but free spins where the bet was 20 cents. And that you can't play the game for 9 euros or 13.96. And that I wouldn't have made a mistake. But she doesn't care at all. What can I do now?

Hallo. Ich habe 30 Euro einbezahlt und 45 Euro Bonus dazugekommen. Habe die Umsatzbedingungen erreicht und wollte 1000 Euro auszahlen. Nach ein paar Tagen kahm die Meldung das ich gehen die Regeln verstoßen habe und mit einem Einsatz über 9 Euro gespielt habe. Meine 1000 Euro Gewinn wurden einfach gelöscht. Ich habe mit dem Casino Kontakt aufgenommen und mehmals erklärt das es sich hier nicht um einen Einsatz handelt sondern um Freispiele wo der Einsatz 20 Cent waren. Und das man das Spiel nicht mit 9 Euro oder 13,96 spielen kann. Und das ich keinen Fehler gemacht hätte. Aber das interessiert sie überhaupt nicht. Was kann ich jetzt tun?

Dear Andrea,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found https://www.casinosuperlines.com/en/tnc:

„Placing total bets equal to or greater than 30% of the value of the deposit currently in play is prohibited. Acquiring an in-game Buy Feature to trigger free spins for a buy-in cost equal to or over the 30% max bet limit is considered as irregular play.

When a player receives a bonus, a cashback or redeemed the Comp Points, a maximum bet limit applies. This bet limit shall not be equal or exceeding 30% of the value of the bonus or cashback or Comp Points currently in play. If multiple bonuses are in play, the limit will be calculated against the smallest bonus. This limit also includes acquiring or purchasing an in-game bonus feature."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

If you are aware of placing higher bets then the allowed ones, sadly, there is not much we 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.

Please do not hesitate to forward your game history along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly, otherwise, I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Thank you for the info. I didn't know that if you buy free spins on a game for a package of 9 euros where the stake is 20 cents, this rule then also applies. It's a shame, I'll avoid this casino from now on.

Thanks again!

Vielen Dank für die Info. Ich wusste nicht, wenn man Freispiele bei einem Spiel kauft für ein Paket um 9 Euro wo der Einsatz 20 Cent sind , das diese Regel dann auch gilt. Echt Schade, ich werde dieses Casino ab jetzt meiden.

Danke nochmals!

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 this or any other casino in the future. I will reject this complaint now. Thank you for your understanding.