I claimed the Welcome Bonus under the following terms, as shown in the attached screenshot:
Conditions:
- Promo Code: WB
- Min. Deposit: €30
- Max Bet: €5
- Max Win: €10,000
- Wager: x35
Free Spins Games:
- Belatra – Blast the Bass
- Belatra – Cyber Gypsies
- Belatra – Big Wild Buffalo
The bonus terms clearly state that the maximum winnings are €10,000.
Before I completed the wagering requirement, my balance was €338.68. After successfully completing the wagering requirement, €188.86 was deducted from my balance, leaving me with only approximately €150.
I contacted the casino and asked them to explain the deduction. Their explanation was that their system had automatically applied a limitation and that they could not do anything about it.
However, an internal system limitation cannot override the bonus terms that were presented to me when I accepted the promotion. The published terms clearly state a maximum win of €10,000, and I have not been provided with any term that would justify limiting my winnings to €150.
The casino has effectively informed me that they will not honour the published promotional terms and will not return the deducted funds.
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