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I got a 20 euro bonus and started playing.... after about 800 euro I raised the bet to 6 euro and they froze my winnings because they say I broke the rules

And in the screenshot I took it looks like I played 100% of the bonus normally without any rules violation!!!

Πήρα 20 ευρώ μπόνους και άρχισα να παίζω.... μετά τα 800 ευρώ περίπου ανέβασα το πονταρισμα σε 6 ευρώ και μου δεσμευσαν τα κέρδη γιατί λέει παραβίασα τους κανόνες

Και στο screenshot που έβγαλα φαίνεται ότι έπαιξα κανονικά το 100% του μπόνους χωρίς καμία παραβίαση κανόνων!!!

Dear Savvas.pap,

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 (here):

„1e. The maximum bet with an active bonus is 5 EUR, 5 USD, 8 NZD, 8 CAD, 5 CH, 20 PLN, 50 NOK, 8 AUD, 1700 HUF, 10 BGN, 125 CZK, 40 HRK, 500 ARS, 30 BRL, 4500 CLP, 400 INR, 7000 KRW, 25 PEN, 25 MYR, 130 000 VND, 1000 PKR, 300 RUB, 420 INR, 35 CNY. (Unless stated otherwise in special terms for the bonus). Purchasing any game features (including but not limited to respins) will add to your bet amount. If the player exceeds the maximum bet when the bonus is active, Bizzo Casino reserves the right to confiscate the winnings."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet.

Please do not hesitate to forward your game to petronela.k@casino.guru if you feel that you’ve been accused mistakenly. Do I understand correctly that all your winnings were accumulated from a free bonus (without placing any real money deposit)?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yes, the profits came from the 20 euro bonus!!!

In the screenshot he sent it looks like I reached the percentage of the bonus I had to play without any violation of the rules it clearly says (the bet is done)

I had to play the bonus ×40 with a maximum bet of 5 euros which was done, it can be seen in the screenshot that I reached 802 euros, the bonus amount was approved normally (the bet was made) and then I raised the bet!!!

Ναι τα κέρδη βγήκαν από τα 20 ευρώ μπόνους!!!

Στο screenshot που έστειλε φαίνεται ότι έφτασα στο ποσοστό του μπόνους που έπρεπε να παίξω χωρίς καμία παραβίαση των κανόνων λέει ξεκάθαρα (το στοίχημα έγινε)

Έπρεπε να παίξω το μπονους ×40 με μέγιστο πονταρισμα 5 ευρώ το οποίο και έγινε φαίνεται στο screenshot οτι εφτασα τα 802 ευρω εγκριθηκε κανονικα ο ορος του μπόνους (το στοίχημα εγινε ) και μετά ανέβασα το πονταρισμα !!!

And also after the seizure it also gives me this message if I go to deposits

Your account is suspended in order to deposit and place a bet. Please verify your account

While my account is verified normally I also have receipts!!!

Και επίσης μετά την κατάσχεση μου βγάζει και αυτό το μήνυμα αν πάω στις καταθέσεις

Your account is suspended in order to deposit and place a bets. Please verify your account

Ενώ ο λογαριασμός μου είναι επαληθευμενος κανονικά έχω και αποδείξεις!!!

Thank you very much, Savvas.pap, for your reply and forwarded screenshots. Do I understand correctly that it was a free bonus?

Yes it was a free bonus....

Also, in the conditions, it does not specify anywhere that if the condition that says that I have to play ×40 of the amount is met, I cannot then change the bet to more than 5 euros!!!

From the terms, I understand that if I reach ×40 of the amount, i.e. 800 euros, then I can withdraw the profits normally, so the bonus stops being active and the profits become normal money!!!

Ναι ήταν δωρεάν μπόνους....

Επίσης στους όρους δεν διευκρινίζει πουθενά ότι αν επιτευχθεί ο όρος που λέει ότι πρέπει να παίξω ×40 του ποσού δεν μπορώ μετά να αλλάξω το πονταρισμα σε μεγαλύτερο των 5 ευρώ!!!

Απ τους όρους καταλαβαίνω ότι αν φτάσω το ×40 του ποσού δηλαδή 800 ευρώ τότε τα κέρδη μπορώ να τα βγάλω κανονικά οπότε σταματάει να είναι και ενεργό το μπόνους και γίνονται κανονικά λεφτά τα κέρδοι!!!

Thank you for the explanation. I have checked the general bonus terms and conditions, and this is what I found (here):

Bonuses - General Terms

General Bonus Terms & Conditions

...

1b. The maximum win restriction persists after the completion of the wagering requirement. The maximum you will ever be able to withdraw from playing for the funds associated with a no-deposit bonus is 50 EUR, 50 USD, 4300 ARS, 75 AUD, 100 BGN. 300 BRL, 75 CAD, 50 CHF, 45 000 CLP, 1300 CZK, 17 000 HUF, 4300 INR, 6000 JPY, 250 MYR, 500 NOK, 75 NZD, 200 PEN, 200 PLN, 1 300 000 VND, 70 000 KRW. To submit a withdrawal request, the account must be fully verified and a minimum deposit must be made.

Please understand that if your winnings were accumulated from a free bonus solely, you are not entitled to cash out more than €50. Have you tried requesting this amount?

They confiscated everything and left nothing in the account!!!

And if I can't take them out, let's leave them in so I can play them, not confiscate them all

Μου τα κατάσχεσαν όλα δεν άφησαν τίποτα μέσα στον λογαριασμό!!!

Και αν δεν μπορώ να τα βγάλω ας τα αφήσουμε μέσα να τα παίξω όχι να τα κάνουν κατάσχεση όλα

My issue is that the entire amount was confiscated on the grounds that I broke a rule ..... they didn't just cancel my withdrawal!!!

Το θέμα μου είναι ότι έγινε κατάσχεση όλου του ποσού με αφορμή ότι παραβιασα κανονα ..... δεν μου ακύρωσαν απλά την ανάληψη!!!

Could you please forward your game history to petronela.k@casio.guru? If it is clear that you raised your bets only after the bonus was wagered completely, we will be more than happy to help you to get your free bonus maximum cashout.

It appears here that it was fully staked

It says the bet is done!!! if I had broken a rule, why did they check the bet?

Φαίνεται εδώ ότι στοιχηματιστηκε πλήρως

Λέει το στοίχημα έγινε!!!αν είχα παραβιάσει κανόνα γιατί κάνανε check στο στοίχημα?

Dear Savvas.pap,

I'd like to see your game history. Could you please download it or request it from the casino directly? Was your bonus still active when you raised your bets to €6? Thank you.

Dear Savvas.pap,

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.

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.