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They have taken away the money I won with a welcome bonus, which states that there are no wagering requirements, only that I had to wager x36 of the amount deposited, which I did. Now they are telling me that I couldn't place bets of more than 4€, which doesn't make sense because it says there are no wagering requirements in the welcome bonus.

Me han quitado el dinero ganado con un bono de bienvenida el cual pone que no hay requisitos de apuesta solo que había k apostar x36 lo ingresado y así lo hice y ahora me dicen k no podía hacer apuestas de más de 4€ lo cual no tiene sentido porque pone que en el bono de bienvenida no hay requisitos de apuesta

Dear pichi938,

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:

1.11. You may not place any bets that exceed the maximum bonus bet size when using bonus money. The maximum bonus bet size is 4 EUR (or the equivalent in any other currency) per bet/spin or equivalent unless it is stated differently in the specific terms and conditions tailored to each bonus campaign. Please note that it is your responsibility to ensure that you are aware of the maximum bonus bet size. For cases where bets are deemed to have exceeded the maximum bonus bet size, an account may be reviewed, and the bonus funds confiscated in the process.

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 relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Kristina

Welcome bonus without wagering requirements

Bono de bienvenida sin requisitos de apuesta

I read that and it only said that I had to bet x36 of what I deposited, the only one reading that

Yo leí eso y solo ponía k había k apostar x36 lo ingresado lo único leyendo eso

Thank you for your reply, pichi938. I understand your point of view, but I must emphasize that Bonus Terms always apply unless stated otherwise. If you repeatedly breached the maximum allowed bet which was specified in the Bonus T&Cs while wagering this bonus, I am afraid we cannot assist further here.

But it says on their page "welcome bonus without wagering requirements" and mine was a welcome bonus so I don't understand why you can't do anything.

Please help me, I'll put the photo so you can see it for yourself.

It's a lot of money, I need help please.

Pero esque lo pone en su página "bono de bienvenida sin requisitos de apuesta" y lo mío era un bono de bienvenida así que no entiendo por qué no podéis hacer nada.

Ayudarme porfavor os pongo la foto para que vosotros mismos lo veais

Es mucho dinero necesito ayuda por favor

But you still need to place bets to play with the bonus, am I right? Considering this and that you didn't provide any other required information such as the game history and communication between you and the casino, we unfortunately aren't able to proceed with further investigation.

Due to the aforementioned reasons, this complaint will now be closed. 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.