CasinoSecret - Spillerens gevinster er blevet konfiskeret.

I was found to have violated the bonus terms and all my cash was confiscated.

Suddenly, I was hit when my betting method was deemed a violation.

I think it's strange that the system allows you to bet more than the upper limit even if you use a bonus to increase your bets.

ボーナス規約の違反とされてキャッシュを全額没収されました。

賭け方が違反に値すると、突然やられました。

ボーナスを使って増やしていても上限以上に賭けれるシステムがおかしいと思うのですが

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Kaiji5104,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the Bonus Terms and I found this:

12. Maximum bet amount restrictions

The maximum bet amount per game when using the General Bonus (3.4) is as follows:

• Slots, Video Bingo, Skill Games, Slingo and Instant Sports = $6.25

• Table Games and Live Casino = $25

Side bets on table games count towards the maximum bet amount.

On games such as blackjack 25USD maximum applies per box bet, doubling down does not count towards the 25USD maximum bet amount.

For roulette the 25USD maximum cap applies to the entire amount bet on the table in a given game round.

Note that Crazy Time, Funky Time, Imperial Dragon, Dream Catcher, Monopoly Live, Megaball, Sweet Bonanza Candy Land, Crazy Coin Flip and Crazy Pachinko are all also restricted to a 6.25USD maximum bet due to their volatile nature.

Please note that gameplay using bonus funds also includes bets placed through in-game bonus buy features.

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: 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 veronika.f@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,

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Kaiji5104,

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,
Veronika
Casino.Guru