Of course, it would be much better experience if you got the warning or if the game couldn't be played at all while you have bonus money on your account. I believe the best casinos should have this implemented. Unfortunately that's not how the online casino business works. It actually possible that you breached the TCs in another casino as well, but since you didn't win there, they didn't check your gaming history and didn't find it there.
I deposit 50€ to play with the first bonus deposit. When I finished the wagering, my balance was 955€. I played only(!) one spin by accident with 2,40€, when my balance was around 850€ and the wagering was near 60-70%. I repeat ONE spin by accident because I played by my phone. (The maximum allowed bet is 2€) When I made a withdrawal after I asked the support to tell me if everything is ok, the next day the withdrawal cancelled and my balance was at first 0€ and then 50€ from 955€.
They told me that I exceeded the maximum allowed bet for the bonus wagering and my last deposit was returned to my gaming balance.
I feel that they stole me. This is so unfair.
I need your help because I made everything right and I can't believe that this one spin really affected something.
(I have screenshots of everything.)
Hi, I'm sorry you got yourself into such an unpleasant situation. As for the max bet, I would clarify how we look at it: 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.
On the other hand, we think that this rule should be enforced at software level, i.e., that the casino's software or website shouldn't let players place higher bets than the limit. This is one of our requirements for 'fair and safe casinos'.
If software enforcement is not possible, each case should be judged separately, so that only players who have broken the rule knowingly and systematically to gain an advantage are punished.
In this case, I would recommend you to file a complaint here on this link and our team will try to help you.
Let me know if you're up for it.
I registred in januari in this casino, paid out to times 5000euro (5x1000) but then 8 days ago i won 40.000 euro and tried to withdraw then got message that a gamecheck is needed..
in the meantime i won total of 200.000 euros and the casino is still checking the games.. now i get a little bit worried about there intensions.
Are there people who managed to payout large amounts?
They already raised my withdrawallimit from 5k to 7.5k per day and from 15k to 22.5 per week and 30k to 45k per month.
But in the 8 days they didnt proces any withdrawals, before i had a couple of times withdrawn 3 or 4 times 5000euro max withdraw possible per day and the money was within a couple of hours in my bankaccount
to buy a Buy Bonus at maximum bet like 4600euro with a bet per spin of 46euro is that a violation? I guess not because it is possible to do and it is an option.. only thing is i hit in a week time x2200, x1350, x1150, x850, x820, x680, x550. Al with a max bet of 49euro made with a no bonus deposit.. in total i won over a half milion euro but winning and loosing continue until first reached 40k, almost lost until 10k then back up until 60k lost until 23k thus kept going on untill 200k..
i cant imagine this is forbiden, all i know if you deposit with a bonus active than there are rules. But i never choose for bonus always deposit bonus free, for this kind of situations.. once i won with bonus money of 300euro 12.000euro and then received only 900euro
It is not unusual that the casino sometimes needs to do an additional verification, especially when it comes to bigger amounts. How long exactly are you waiting for the withdrawal now, when did you send the request?
If you haven't played with any bonuses, as you said, that should not be any worry then. You can always try to ask the support, if you have any questions about max bet, they should be able to give you all the answers. If you feel, that you need us to intervene, let us know, please, and we will try to do that. I will wait for your reply here.
I send the request 9 days ago, al that time it says first needed a gamecheck an analys. They also told my it wont take longer than 7 days also it is stated in their T&C. I had before succefull withdrawals of 5000euro 2 or 3 times with other wins and where deposited in several hours..
i got a feeling they delayed because usually when i win i end up loosing the money again but this time i kept on winning and winning.. every time i wasnt able to withdraw i tought oke we play with 10.000 and ended up doubling the money untill i reached 200.000.. but i dont understand even if the have to pay isnt it so that the gameprovider pays this in the end and not the casino? Or am i wrong? I played different games most of them of pragmatic play : sweet bonanza, big bass splash, gates of olympus.
and maybe its the best iff casinoguru intervene in this but im afraid that it would slow down the process
Well, 9 days, do not forget not to count the weekend though, right? Usually it is working days, at least in most cases. This time probably they need to do some more additional checks and that is why it is more time consuming, in my opinion.
Just please do not get to any wrong conclusions, it doesn't help your case, really, not talking about your wellbeing. Don't you think so? I am not an expert in how exactly does it work between the casinos and the game providers, in my opinion, though, the casino is the one paying the players.
Also I do not think that by submitting a complaint you will slow down the process, I will leave it all up to you, though. Our team will be ready whenever you'll feel, that our help is really needed. Just, please, keep us updated with any news regarding this issue.🙏
Yes thanks, yeah for now i will just wait and give them the time they needed.. i also stopped playing because if i win again x5000 or over 10k which is easy when you play spins of 4900e. And then the check only extends..
ill keep you up to date
If I may add my point of view, you seem like a high-roller player to me. I'm saying that because casinos tend to be more interested in such gameplays simply because of the higher amounts at stake.
For now, I would not be nervous, this is quite a normal step casinos take in similar situations.
I wish you quick checks, and even quickest withdrawals! If you need anything or have an update, we are here for you.
I understand and that is also what i am thinking but they go to far my first withdrawal is from 11 march i think they say maximum 7 days for a check, that is already past and then they say yes but you won later more and that needs to be checked, oke but what about the winnings before it should have been checked and i should already have an awnser about this if it where correct winnings and pay out my worhdrawals. This is al just bullshit i think
The first 5000 had been deposited in my bankaccount.. it was frustrating to wait but it is starting to look good now.
got email that the gamechecks are done znd correct winnings
The first 5000 had been deposited in my bankaccount.. it was frustrating to wait but it is starting to look good now.
got email that the gamechecks are done znd correct winnings
Great news, you see, sometimes you just have to be a little patient. I am glad that you have some money in your account and I firmly believe that more money will come to you as soon as possible. If you have any trouble, feel free to contact us or update us if you have received everything.
May it go as fast as possible. 🎉🤗
Hej, jeg har også problemer med dette casino.
Jeg har allerede indgivet en klage her.
Det hele skete, da jeg så denne gode anmeldelse af casinoet her.
Jeg besluttede at registrere mig, men inden jeg lavede en indbetaling, talte jeg med supporten, på trods af at jeg havde læst vilkårene og hjerterne, besluttede jeg personligt at spørge supporten, om der var nogen ekstra begrænsninger for brasilianske spillere, og jeg spurgte også, hvad var minimumsbeløbet i BRL-valuta, dette er min valuta på kasinokontoen, agenten tjekkede og sagde nej, og gav mig også, hvor meget jeg skulle indbetale i kryptovaluta, så han gav mig til BRL, aktiverede og indbetalte bonussen, okay institutionen, deponeret.
Jeg indbetalte og ingen bonus blev krediteret, jeg gik tilbage til support rapporterede dette, agenten sagde at han ville sende problemet til afdelingen, efter lang ventetid modtog jeg en e-mail om at bonussen og betalingerne så med problemer i BRL-valuta, jeg gik tilbage til casinoet fortalte om det, hvordan jeg ikke kan spille på grund af denne fejl, så bad han mig om at trække mit indskud, ok.
Nu begynder problemet.
Så blev jeg bedt om at bekræfte min konto, for første gang blev beviser såsom telefonregning, internetkreditkort, skatteudtog alle nægtet gentagne gange, så jeg tænkte, hvad betyder det, og hvem er disse mennesker, jeg gik tilbage for at støtte, her fortsatte diskussionen i et par dage.
Da de nævnte, at de var en meget ligetil virksomhed, besluttede jeg mig for at undersøge, om dette var sandt.
Jeg opdagede, at de opererede ulovligt i Brasilien, uden tilladelse til at modtage indskud og anmode om personlige data fra brasilianske statsborgere, og det ser ud til, at deres licens på Curaçao også er afventende, så hverken i Brasilien eller i noget andet territorium har dette firma ret til at stille disse krav, endsige tilbageholde mit indskud.
Så jeg rapporterede dette til dem, agenten forsynede mig med et uddrag af vilkårene, hvori der står, at det er brugerens ansvar at kende spillelovgivningen i deres jurisdiktion, ok, det gjorde jeg, Brasilien tillader casinospil, hvad det ikke tillader i øjeblikket er uregelmæssige kasinoer som deres tilfælde, så hvis kasinoet ikke forbyder brugeren i sine vilkår og tilbyder sine tjenester i en sådan region, er det stadig brugeren, som er skyld i spil, men spilleselskabet er skyldig i at drive ulovligt, tage indskud og indsamle personlige data, da det ikke er min pligt at vide, om de er autoriseret eller ej, jeg kan spille normalt, hvis listen over lande med begrænsninger i deres vilkår ikke forbyder det, så i dette tilfælde gælder den del, hvor det taler om brugerens ansvar i deres jurisdiktion, ikke for min sag, så det er for mig, det er relevant for dem,
Det faktum, at support sagde, at de forstod perfekt med dette, gav mig en e-mail for at løse problemet, men på trods af, at jeg oplyste cryptocurrency-adressen, billeder, adresse plus dokumenter og Binance-profil, modtog jeg ingen betaling og intet svar.
Men nu har de krævet kontobekræftelse igen, og denne gang har de accepteret alle dokumenter, og min konto er blevet fuldt verificeret. De bad mig prøve at foretage en udbetaling via casinoets betalingsfane, ok, men hvordan skal jeg foretage en udbetaling, hvis alt er blokeret?
En besked på casinoets betalingssystem siger følgende: INGEN UDTRYKNINGER MULIG, så jeg kan ikke hæve.
Men nu har jeg modtaget noget meget mærkeligt, en anmodning fra kasinoet om at lukke min konto og åbne en ny i en anden valuta. Så jeg spurgte om min saldo, de fortalte mig at kontakte den nye konto for at anmode om min saldo, de ville kreditere alt til den nye konto.
Med hensyn til oprettelse af en ny konto, fortalte jeg dem simpelthen at sende mig denne autorisation via e-mail, med detaljer om anmodningen via en officiel e-mail fra kasinoet, en e-mail, der vises et sted inde i kasinoet, dette forhindrer kasinoet i at beskylde mig for dobbelt fakturering og måske sige, at du aldrig har bedt om dette, hvilket giver dig ret til ikke at betale mig, hvis kasinoet virkelig ønsker at løse det og bare sende denne e-mail til mig.
De sagde dog, at de ikke behøvede at gøre det, så jeg spurgte dem, om det ikke ville være nemmere at betale via de oplysninger, de sender dertil i e-mailen, de accepterede det ikke, og de gav mig ikke engang anmodningen på e-mail.
Så jeg tror, de agter ikke at tilbagebetale mit depositum.
Velbedømt casino, men usikkert og meget problematisk, jeg anbefaler ikke nogen at spille der
Hello,
the situation is pretty complex and certainly not pleasant at all. As far as I can say, the most issues, however, have risen up due to incorrect info provided by the support worker, first of all. I would expect to cover the right currency right from the start, among other things...
If I may speculate, I would guess the casino was not well prepared for the new Brazilian regulations.
Did you perhaps see this post 👈? Of course I may be wrong completely so, I would like to know your opinion on this.
From the Safety Index perspective, this is completely unmeasurable and unpredictable.... The same goes for anything related to custom customer experience. Like payment options availability, KYC procedure, and so on..
Yet, be assured that if my colleagues find anything unfair during the resolution of the complaint, it will be investigated. "Our ratings" as people aim to call the Safety Index, describe measurable aspects only, and I perfectly understand it is not that obvious without reading the details. Hence, thank you for sharing your own struggle with others. This is terrible experience...
Speaking about complaints, feel free to update it further—right here 👈👈
Let's hope the matter will be resolved soon.
Hej, jeg har lige læst din vens indlæg og han har ret, det er derfor jeg læser casinoets vilkår og betingelser.
Jeg tog initiativ til altid at kontakte support først for at sikre, at der ikke er nogen problemer og ekstra begrænsninger, hvis jeg bekræfter at alt er ok går jeg derned og indbetaler.
Men det eneste casinoet kan gøre er at returnere mit indskud på en alternativ måde, det er rimeligt, mange casinoer her har allerede gjort dette, her blev en sag for nylig løst, https://casinoguru-int.com/pt/avaliacao-run4win-casino#tab=js-tab-reviews alternativ betaling det tog tid, men det blev løst, nu skal jeg redigere dette senere.
Problemet er, at regeringen har autoriseret mange kasinoer og også blokeret mange, så casinoejeren er den, der skal vide, om han er autoriseret eller ej, han burde vide, at hvis han bryder loven, vil barrierer og straffe blive anvendt, og som bruger er jeg ikke forpligtet til at undersøge kasinoer for kasinoer for at se deres autorisation, så hvis kasinoet ikke blokerer mig, og ingen loven behøver at læse betingelserne og betingelserne, kan han kun forbyde brugeren og forbyde betingelserne. og depositum. Når casinoet har modtaget beløbet, hvis spilleren har vundet eller haft problemer med at placere indsatser, skal casinoet returnere eller udbetale gevinsten. PROCON siger selv, at i tilfælde af online casino gambling platforme, hvor brugeren kan indbetale, har han også ret til at hæve, hvis han har vundet uden at overtræde reglerne på den hjemmeside, alle hans gevinster skal udbetales, og det gælder også i internationale sager, i det tilfælde, hvor jurisdiktionen, hvor kasinoet har sine administrative sektorer, ikke samarbejder med undersøgelserne, så vil i så fald være den strafferetlige betalingsudbyder. Med andre ord, ingen kan tage det, der tilhører dem.
De har en løbende Curacao-licens, så det er ikke et sikkert sted at indbetale store mængder penge, endsige kryptovalutaer, en hårdtarbejdende borger vil ikke finde det behageligt at skulle tigge for at modtage sine gevinster eller få sine penge tilbage, så vidt du kan se, betaler de kun, hvis de vil, du skal være dobbelt heldig, en til at vinde, og en til at modtage, er i systemet, der kommer en fejl i casinoet.
I en nøddeskal: Jeg indbetalte, jeg kan bevise det, kasinoet lavede en fejl, jeg kan bevise det, jeg tjekkede min konto, jeg kan bevise det, jeg kan ikke åbne en ny konto, som de spørger, uden at de har givet noget officielt, jeg kan bevise det, jeg har ikke forårsaget dem nogen skade, jeg kan bevise det. Så hvorfor kan pengene ikke returneres?
Good for you to be that well-informed while registering in a casino. Very inspiring. 👍
I also agree the operators and casino owner should do their best to keep up with every legal change, because if they fail to secure the most important role they have—to pay out the winnings—players won't be very much interested in excuses.
I therefore hope that your complaint will serve as a reminder of the casino's duties and encourage players to exercise caution.
In the complaint, I just spotted an update saying the withdrawal is going to be released. Let us know once you have the money, please. Hopefully, it won't take too long 🙂
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