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I put a $50 deposit down on a 350% bonus, which was $175 free bonus.

This had to be wagered 40x, which was $7000.

Once i had fufilled the bonus, i was left with $1500.

I then continued to play until i withdrew $16000.

During the withdrawal stage, i noticed they had wiped all winnings and gave me my $50 back.

When questioning customer service, they said that on a bonus, a maximum of $5 per bet applied.

And because i exceeded that, all funds were wiped.

Im not sure where i stand here, as i completely understand the T&C they explained, but what about the additional $14500 after that.

Do i have a claim here?

Thanks

Dear Matt2_4hall,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration.

I’ve carefully reviewed the Bonus Terms for the casino, and here is what I found in their Terms and Conditions:

Bonus Terms and Conditions.

Unless otherwise specified in the individual Promotion Terms and Conditions, the maximum bet allowed to be placed whilst a bonus is in its active wagering requirement phase is 5 USD/EUR/CHF/USDT/USDC, 8 AUD/CAD/NZD, 50 NOK, 100 ZAR. This includes any bet placed whilst the bonus wagering conditions have not yet been completed, and applies to all free bonuses, deposit bonuses, free spins winnings and loyalty scheme bonuses. The maximum bet allowed whilst wagering towards an active bonus with cryptocurrency will be the equivalent of 5 USD at the exchange rate average on the day of the bets. Maximum bet limit includes bet doubling after a game round has been completed as well as bonus rounds (purchased within the game).

I understand that this might not have been clear during your gameplay, and we would love to see casinos implement systems to prevent players from exceeding the maximum bet limit during bonus wagering. Unfortunately, this is not yet a standard practice.

To better understand your situation and proceed, could you provide the following information:

• Can you provide more details about the specific bonus you activated and used?

Also, if you feel that the casino may have mistakenly accused you, we would appreciate it if you could forward your game history along with any relevant communication to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Hi patronela

i have sent over supporting evidence to your email

Thanks

Hi Matt2_4hall,

Thank you for your reply and for providing the supporting evidence. I understand how frustrating it must be to deal with this situation, especially given the large sum of money involved.

Since the game history appears to have been deleted, I would strongly recommend that you contact the casino directly to request the complete game history for your account. Be sure to mention the issue with the missing history, as this may be crucial for your claim.

Please kindly CC me on that email when you contact them, so I can stay updated and assist if necessary. I’ll be here to help you throughout this process.

Let me know if you need any further guidance.

Hi patronela

I have emailed you the supporting evidence.

Thanks

Hi Matt2_4hall,

Thank you for your message. However, I just wanted to let you know that I haven’t received any email from you that you would have addressed to the casino. Have you already contacted them directly regarding the missing game history? If you have, please be sure to CC me on that email so I can stay updated and assist you as needed.

Let me know if you need any further help.

Hi petronela

I have resent the emal sent by the casino.

Thanks

Hi Matt2_4hall,

Thank you for forwarding the game history. I appreciate your prompt action on this.

However, after reviewing the details, I found several bets that exceeded the maximum bet allowed for bonus wagering (8 NZD). Please see the attached screenshot for reference:

As this means that the maximum bet limit was breached, unfortunately, it appears that this may have affected your winnings eligibility.

Let me know if you would like further clarification or assistance regarding this matter.

Dear Matt2_4hall,

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.

Dear Matt2_4hall,

Thank you for your patience throughout this process.

As previously mentioned, after reviewing your game history, we confirmed that multiple bets exceeded the maximum allowed limit for bonus wagering (8 NZD). Due to this violation of the casino’s bonus terms, it appears that your winnings were affected as a result.

Given these findings and the lack of any further clarification from your side, we must now close your complaint. Unfortunately, we are unable to assist you further in this matter.

I’m sorry we couldn’t reach a more favorable outcome for you. If you need assistance with a different issue, feel free to contact us.

I hope we will be able to help you resolve any future concerns.

Thank you for your understanding.

Best regards,

Petronela

Casino.Guru