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A sum of €11,800 was not paid out, allegedly due to a violation of bonus rules and a bet exceeding €5. I believe that the maximum bet was not even €5. Furthermore, these rules are not immediately obvious.

Betrag von 11800Euro wurde nicht ausgezahlt angeblich wurde gegen Bonus regeln verstoßen und mehr als 5 Euro gesetzt. Ich bin der Meinung das man den Einsatz gar nicht höher als 5 Euro setzten konnte. Außerdem sind diese Regeln nicht gleich ersichtlich.

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Dear tasmania1,

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:

Wagering Requirements

5.1. Any issued bonuses are by default limited to a maximum bet during wagering EUR 5 / CHF 5 / USD 5 / CAD 8 / AUD 8 / NZD 10 / PLN 20 / BRL 30 / NOK 60 / ZAR 100 / CZK 125 / HUF 2,000 / CLP 5,000 , unless otherwise specified. Max bet limit includes bets doubling after a game round has been completed, as well as bonus rounds (purchased within the game). For sport bonuses, the maximum amount that counts towards the wagering requirements of each bet is EUR 50 / CHF 50 / USD 50 / CAD 75 / AUD 75 / NZD 100 / PLN 200 / BRL 300 / NOK 600 / ZAR 1,000 / CZK 1,250 / HUF 20,000 / CLP 50,000 , unless otherwise specified.

Our position is closely explained in the 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 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

Dear tasmania1,

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