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While playing at the casino, I won more than 3000 reais. However, I made two bets of 10 reais each after winning that amount and continued playing on the site. I was informed that I could not place bets over a certain value. That's fine, I adjusted my bets accordingly and continued playing. After completing the entire rollover requirement, I requested a withdrawal of 2800 reais. To my surprise, they rejected my withdrawal and, even worse, canceled all of my funds simply because I made two bets of 10 reais, which I was unaware of. Is this why they took my winnings? This is unacceptable as I earned that money honestly on the site. I am outraged, and if they do not pay me, I will take legal action.

Jogando no cassino , ganhei mais de 3000 reais , porém fiz 2 apostas de 10 reais depois de ganhar esse valor e o site continuei jogando , fui avisado q não podia apostar um valor a mais , tudo bem , voltei a aposta que podia , continuei jogando e depois de jogar todo roolever solicitei um saque de 2800 . Pra minha surpresa eles rejeitaram o meu saque e pior cancelaram todo o meu montante ,simplesmente por ter apostado 2 vezes de 10 reais , o qual eu não sabia e por isso tiraram meus ganhos ? Inadmissível, pois eu ganhei no site honestamente. Estou revoltado e se nao me pagarem vou até a justiça.

Dear Rica1971, 

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the Bonus Terms and Conditions and I found this:

10.2. Bonus money: wager (wagering)

The maximum sum of bets that is counted in wagering the bonus and/or the cost of the bonus, additional rounds is: 9 R$.

10.4. Persistent misuse of bonuses

10.4.3. Below are some of the most common examples of gameplay that can lead to the confiscation of winnings. The full list of violations is not limited to the examples below.

10.4.3.3. Betting more than 9 R$ at once while having an active bonus.

10.4.3.4. The player makes bets in the amount that is more than 20% of the active bonus amount.

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 veronika.l@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

Hello Veronica, I didn't know that and there were only 2 bets, which I didn't get any winnings, my real winnings were more than 3000. Another time, when I increased the bet, the game simply accepted it and after I pressed it, it informed me that I couldn't bet that amount, but it let the game run. I obviously went back to normal betting and continued playing. So I didn't make any gains with these 2 bets, that's obvious, it's just the casino pulling the moves. This is totally unfair, as I was deceived, unacceptable. I want and demand my earnings back.

Olá Veronica , eu tenho não sabia disso e foram apenas 2 apostas , as quais não obtive ganho algum , meus ganhos foram reais os mais de 3000 . Outra quando aumentei a aposta o jogo simplesmente aceitou e depois q apertei que me informou que não poderia apostar esse valor, mas ele deixou rolar o jogo . Eu obviamente voltei a aposta normal e continuei jogando . Sendo assim não obtive ganho algum com essas 2 apostas , isso é óbvio é só o cassino puxar as jogadas . Isso é totalmente injusto , pois fui ludibriado ,inadmissível. Quero e exijo meus ganhos de volta .

Thank you for getting back to me. Could you kindly ask the casino to send you your gaming history from the moment you activated the bonus until the moment you finished wagering in Excel format? Once you receive it, please forward it to me at veronika.l@casino.guru.

Hello, the casino refuses to provide the betting history, so you can see that it is not correct. Attached are the emails from the casino

Olá, o casino se recusa a fornecer o histórico das apostas , por aí vcs veem que não está correto . Segue em anexo os e-mails do casino

I'm waiting for your response and trying to resolve this issue, as it's not fair for me to lose out.

Estou no aguardo da resposta de vcs e tentar resolver essa questão, pois não é justo eu ficar no prejuízo.

Thank you very much, Rica1971, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Rica1971,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and as my colleague Veronica mentioned, the maximum bet restrictions while playing with a bonus are one of the basic bonus rules in almost any casino, and it is an industry standard. Although we believe that the maximum bet should be automatically implemented by the software to prevent players from unintentionally breaching this rule, it is not yet an industry standard as every casino uses its own platform software, that's why we strongly encourage everybody to read and understand the bonus terms and conditions before they claim any bonus to avoid disappointment like this. I will contact the casino to see if any compromise can be found.

We would like to invite Slottica Casino to join the conversation.

Dear Slottica Casino,

Can you please provide more information on how many times the maximum bet rule was accidentally breached? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru including the player's full gameplay log, to check if any unfair advantage was gained and to find a potential resolution to this case.

I'm waiting, because as I said, I was deceived and it's a tremendous injustice what they did to me. And they didn't give me the game history, which proves that I'm not wrong.

Estou no aguardo, pois como já disse fui ludibriado e é uma tremenda injustiça oq fizeram comigo . E os mesmos não me passaram o histórico do jogo , oq prova que não estou errado.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Rica1971,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact Curaçao Interactive Licensing (CIL) ( info@curacaolicensing.com or helpdesk@curacaolicensing.com) and submit a complaint to them. The Gaming Authority might have more options and tools to help players. Please let me know how they responded (michal.k@casino.guru). I am sorry I could not be of more help on this occasion. I can only recommend checking the reviews of each casino before you sign up and only playing in licensed and good-rated casinos to avoid disappointments like this in the future.

Best regards,

Michal

Casino Guru