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I played the bonus of free spins without a deposit, in which I won 2 USD. Then, while playing 0.20 in the live casino, I won 25 USD. Subsequently, in Gates of Olympus with 1.40 USD, I won 360 USD in free spins. To withdraw these winnings, a deposit was required, so I deposited 7 USD. The following day, when I was going to withdraw (I needed a Bitcoin account to do so), I found that I only had 7 dollars left. I contacted support and they informed me that my winnings had been confiscated due to a supposed rule violation, despite the fact that I had already played the rollover from the spins (I had to play 4 dollars).

Juge el bono de giros gratis sin deposito en los cuales gane 2 USD, luego jugando de 0,20 en casino en vivo gane 25 USD,luego en Gates of Olympus con 1,40 USD gane 360 USD en giros gratis, para poder retirarlos era necesario un deposito, por lo cual desposite 7 USD, al otro cuando ya iba a retirar (necesitaba una cuenta para retirar en Bitcoin) veo que tenia solo 7 dolares, lo cual hable a soporte y dijeron que mis ganancias fueron confiscadas porque había foto una regla supuestamente, siendo que ya había jugado el rollover de los giros (4 dolares debía jugar)

Dear ZeroMaverick,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Which bonus did you play with? If possible, please post a link or promo code you used to activate the offer here in this thread.
• Did the casino support explain which rule you violated? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Dear ZeroMaverick,

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.

Hello!! I have sent the things they asked me to to the email that appears above...

Anyway, I am attaching files.

Hola!! He enviado las cosas que me pidieron al correo que aparece más arriba...

De todas maneras adjunto archivos

Thank you for your reply, ZeroMaverick. I checked the T&Cs and I found this:

12.Maximum amount per bet(spin) while playing with the bonus is 2 EUR or currency equivalent.

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

Dear ZeroMaverick,

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.