Janusz Casino - Τα κέρδη του παίκτη έχουν κατασχεθεί.

Hello, the casino is telling me I broke the rules because the rules state that when they added bonus funds to my deposit, I cannot exceed the betting amount of PLN 25, but my stake never exceeded PLN 20. They said they would cancel my withdrawal and take my winnings. They did not show any evidence that I had ever bet more than PLN 20. They stopped writing back and unfortunately I lost all my winnings. This casino is just scammers. If you could help me recover my winnings, I would be grateful.

witam kasyno wymysla ze złamałem regulamin gdyż w regulaminie jest zapis ze w czasie gdy dodali mi bonusowe środki do wplaty nie moge przekroczyć obstawiania powyżej 25zl lecz moja stawka nie przekroczyła w żadnym momencie nawet 20 zl stwierdzili ze anulują moją wypłatę i zabierają wygrana nie pokazali zadnych dowodów na to ze w którym kolwiek momencie obstawiłem powyżej 20 zl przestali odpisywać i niestety straciłem całą wygraną te kasyno to zwykli oszuści jesli byscie mogli pomoc w odzyskaniu wygranej byl bym wdzieeczny

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Dear Mateo1127,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

Before any withdrawals are processed, the player's gameplay will be checked for any unusual play patterns. Unless otherwise stated in the promotional terms and conditions, the maximum permitted bet (which includes bonus features such as gamble and mini-games) cannot exceed PLN 25 until the wagering requirements are met. Larger bet amounts will not be accepted until the bonus has been fully wagered. For other currencies, the following limits apply: PLN 25. If JANUSZ CASINO detects any unusual play, JANUSZ CASINO reserves the right to withhold any withdrawals and/or confiscate any winnings.

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 [email protected].

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,

Tomas

Dear Mateo1127,

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,
Tomas
Casino.Guru