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Hello, I received a gift of 4 € last week, I played up to 700 €, then applied for a payout of 300 €, and I was informed that my gift was a bonus of 4 € and I did not adhere to the bonus regulations on it my account was set to 0. A year ago I also got a bonus at this casino and it says in the terms and conditions that the account is set to 50 euros for a bonus that is not fully completed I have 500 euros in my account. In the case of last week, I took a screenshot and want to sue myself

Hallo ich habe letzte Woche eine Geschenk von 4 €bekommen habe mich bis auf 700 euro raufgespielt hab dann eine Auszahlung von 300 Euro beantragt darauf hin wurde mir geschrieben das mein Geschenk ein Bonus von 4 Euro ist und ich mich an den Bonusvorschrift nicht gehalten habe drauf hin wurde mein Konto auf 0 gesetzt.vor einen Jahr habe ich auch bei diesen Casino auch so einen Bonus bekommen und steht aber in den AGBs auch drin das der bei einen Bonus der nicht ganz abgeschlossen ist das Konto auf 50 Euro ist gestellt wird zu der Zeit habe ich 500 euro auf den Konto. Bei den Fall von letzter Woche habe ich Screenshot gemacht und will da selber klagen

Dear Tobias,

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

I have checked the general bonus terms and conditions, and this is what I found (here):

„If you win from a Free No Deposit Bonus the maximum you can cashout is €50. Any amount over the maximum cashout will be automatically removed upon cashout. Please note that if you have had no active deposits within the last 45 days you must reactivate your account by depositing €50 and you can cashout a €100 (€50 winnings + €50 deposit)."

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predator, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play, especially when it comes to No Deposit bonuses.

Do I understand correctly that your winnings have been cancelled completely?

Thank you in advance for your reply and understanding.

Best regards,

Petronela

Dear Tobias,

We are extending the timer by 10 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.