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I won €650 in a bonus, and now they only want to pay me €56 because they supposedly only allowed a 10x wagering requirement. I haven't read anything about that. I would like my full €650 winnings.

Ich habe in einem Bonus 650€ gewonnen und jetzt wollen sie mir nur 56€ auszahlen weil angeblich nur ein 10x Gewinn maximal war, ich habe davon nichts gelesen. Ich hätte gerne meinen vollen Gewinn von 650€

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a link or a screenshot of the bonus you activated and played with? Was it a deposit bonus, or a free no-deposit bonus?
• Have you checked the bonus terms to see if there are maximum allowed winnings specified? Please note that bonuses often come with a cap on the maximum winnings that can be withdrawn.
• Have you passed the full KYC verification?
• When was the last time you deposited money into this casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello, the bonus was no deposit required, and unfortunately there was no obvious mention of a maximum bonus winnings limit, or even none at all.

I passed the KYC verification.

The last time I deposited money was on September 22, 2025, and I won a lot of money on September 23, 2025.

Hallo, also der Bonus war ohne Einzahlung, und von einer Maximalen Bonus Gewinn Begrenzung stand leider auch nichts Offensichtlich da oder sogar gar nicht.

Die KYC Verifizierung habe ich bestanden.

Das letzte Mal Geld habe ich am 22.09.2025 eingezahlt, und das viele Geld am 23.09.2025 gewonnen.

I have checked the Bonus Terms and Conditions, and this is what I found:

- Maximum withdrawable amount applied to non-depositing customers which has resulted as a winning from No Deposit Bonus, unless otherwise specified in Terms and Conditions of a specific promotion is €/$50 or currency equivalent.

- Maximum withdrawable amount applied to depositing customers which has resulted as a winning from No Deposit Bonus, unless otherwise specified in Terms and Conditions of a specific promotion is 10x the bonus amount received.

What was the free bonus amount you received?

Hello, the amount I received from the free spins was €5.60.

In total, I played this amount up to 650€.

Hallo, der Betrag den ich bei den kostenlosen Freispielen Erhalten habe waren 5,60€.

Insgesamt habe ich diesen Betrag auf 650€ hoch gespielt.

So after you finished playing the free spins, your account balance was €5.60. Please note that for this amount to be transferred to your real-money balance, it first needed to be wagered according to the bonus terms and conditions.

The general bonus terms state the following:

- Wagering requirements for all No Deposit Bonuses are forty five (45) times the Bonus sum awarded to you, unless individual promotion terms and conditions imply otherwise.

This means that your €5.60 winnings from the free spins had to be wagered 45 times before being transferred to the real-money balance. In addition, the maximum win rule applies. In this case, your winnings of €5.60 were capped at the maximum limit of €56 (10x the bonus amount).

I hope this clarifies how the bonus rules applied in your case. Please let me know if there is anything else I can assist you with; otherwise, this complaint will be closed.

Dear snake2312,

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.

Hello, yes that's true about the wagering requirements, but it wasn't clear and easy to read for me as a player, which is why I'm complaining, and the €650 was shown to me as REAL MONEY when I wanted to withdraw and NOT as a bonus

Hallo, ja das stimmt so mit den Umsatzbedingungen, aber es war für mich als Spieler nicht deutlich und klar lesbar weshalb ich mich auch beschwere, und die 650€ wurden mir als ich auszahlen wollte als ECHTGELD angezeigt und NICHT als Bonus

Dear snake2312,

Thank you very much for your response and for clarifying your point of view.

I understand your frustration, especially since the displayed balance may have given the impression that all winnings were available for withdrawal. From our perspective, this is indeed a poor user experience — the casino should present such limitations in a clearer and more transparent way so that players can easily understand how the bonus rules apply.

However, since the wagering requirements and maximum winnings are stated in the casino’s general or bonus terms, players are still expected to review these conditions before starting to play. Because the casino applied the cap according to its stated terms, we cannot consider this a violation of fair play rules.

For this reason, this complaint will be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards

Veronika