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I received an email with an offer for seven free spins on a slot game—though I don't remember the name. After playing, I won $600 MXN and met the betting requirements of 40x. Upon fulfilling these requirements, I earned the maximum win of $2000 MXN. After this, I continued playing, verified my account, earned more winnings, and made a deposit. My winnings kept increasing, so I requested a withdrawal. My account was verified, and I waited the three-day processing period. However, once it was over, I received an email saying my withdrawal couldn't be processed due to a violation of the 10% betting rule, which I am unfamiliar with. I replied asking for specific details about which game or term was violated, but I didn't get any response, and my winnings were removed from my account. I hope you can help me.

Me llegó por correo una oferta disponible que tenía sobre siete giros gratis no recuerdo el nombre del slot después de jugar los gané la cantidad de $600 mexicanos con los cuales cumplí los requisitos de apuesta que es por 40 y después de haber cumplido los requisitos de apuesta obtuve la ganancia límite que son $2000 mexicanos posterior a esto seguir jugando hice la verificación de mi cuenta obtuve más ganancias después de haber sido verificado mi cuenta realicé un depósito y al seguir jugando las ganancias se fueron elevando posterior a esto realicé la solicitud de un retiro ya estando verificado mi cuenta esperé los tres días de procesamiento y una vez transcurridos me llega por correo electrónico que no se pudo procesar mi retiro por incumplir uno de los términos y condiciones del reglamento del 10% de apuesta lo cual desconozco de A qué se refieran y les respondí el correo pidiéndoles que me especificaran en qué juego se realizó o se rompió este Este término que manejan pero ya no obtuve respuesta por parte de ellos y mis ganancias fueron eliminadas de mi cuenta, ojalá que pudieran ayudarme

Dear hioj9511,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and I found this:

3. Betting more than €4.00 per spin or 10% of the received bonus amount (the smaller of the two). For a received bonus amount of less than €2.00, the allowed maximum bet is €0.20.

Our position is closely explained in Fair Gambling Codex:

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 kristina.s@casino.guru.

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,

Kristina

Dear hioj9511,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.