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Amonbet removed €2,138.24 winnings after claiming bonus bet violation without clear evidence

I deposited €100 at Amonbet Casino and received a 75% deposit bonus. I played on eligible slots and eventually managed to win a total of €2,138.24. When I requested a withdrawal, I received an email from the casino claiming that I had violated the bonus terms by placing a bet above the €5 maximum limit.

As a result, my entire balance was reset to €100 — the original deposit — and I lost all my winnings.

I immediately contacted Amonbet support and requested clear details:

The exact bet amount that supposedly exceeded the limit

The date, time, and game where this occurred

Whether it was a one-time unintentional mistake or repeated behavior

Unfortunately, I have not received any concrete evidence or full explanation. I played in good faith and was not aware of any rule breach. I believe this action was unfair and not transparently handled.

According to their own bonus terms (Article 1.8), exceptions can be made for loyal players. I kindly request that Casino Guru investigate this case and help me recover my rightful winnings — or at least reach a fair settlement.

Attached are a screenshot of my balance before it was reset and the email from Amonbet.

Thank you in advance for your help and support.

Sincerely,

José Rafaël Semple

Dear semplejr, 

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

2.2. Limitation of the maximum bet while wagering: 5 EUR/GBP or currency equivalents. Max bet limit includes bets doubling after a game round has been completed, bonus rounds (purchased within the game). 

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 natalia.b@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, 

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear semplejr,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Natalia
Casino.Guru