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And a good casino, this one is in Portugal, but there is something wrong, you have to bet 30 times the bonus amount, I made it 50 times and the money in another game was only enough to raise 100. I already had 300 euros

E uma casino bom, este da em Portugal, mas tem uma coisa mal, tem apostar 30vezes o valor do bônus, eu fiz para aí 50 vezes e o dinheiro nouca ficou rial, e só dá para levantar 100. Eu já tinha 300peuros

Dear Luis,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand it correctly, that you have accumulated your winnings from a No Deposit bonus / a free chip? I have checked bonus policy, and this is what I found:

"The bonus amount must be wagered for minimum of 30 times for all 3D Slots & 60 times for all allowed table games and video poker."

"Max cash out for a free chip is not more than $100 irrespective of the value of free chip."

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play. 

If there is any additional information that would support your case, please do not hesitate to contact us, otherwise I will be forced to reject your complaint. Thank you for your understanding. 

Best regards,

Petronela

Dear Luis,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any help, otherwise, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.