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After winning a total of $31,451.60 AUD, customer service was consulted for their recommendation of the best way to withdraw the winnings.

Following their advice I have manually initiated 5 withdrawals which included BTC $2500, Bank Transfer $2500 and 3x $2500 Ezee wallet amounts; all totalling $12500.

After reviewing the account they have denied the withdrawal stating that a "max bet rule" has been broken.

If such a rule exists then why make it possible to play over the $10 maximum spin??

To remedy this they have voided all winnings and refunded the $100 deposit to the account.

absolutely outrageous.

Dear nnatteuu,

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:

"In the interests of fair gaming, there are limits on the maximum bet sizes you can place during the playthrough of any bonus including cashback offers. $10 is the maximum bet unless specifically stated otherwise. Betting above $10 during a bonus playthrough will result in any promotion winnings voided."

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 kristina.s@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,

Kristina

Hello they have since deleted access to the account.

Please see attached

Thank you for your reply, nnatteuu. Could you please at least describe your betting pattern? Did you place bets higher than the maximum allowed bet ($10)?

Dear nnatteuu,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.