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Dear Gstar,

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 exact bonus you have played? Please forward me its name or a link from the website. Have you activated the bonus manually in your account or it has been triggered automatically? I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

It was just put on my account I didn’t ask for it that’s the most annoying thing plus they’ve took all my winnings and said I’m only in title to any more than 100 euros and they have voided the rest it’s bronze casino

Dear Gstar,

Thank you very much for your quick reply. I have checked terms and conditions, and this is what I found:

"If a player's accumulated deposit amount does not exceed €200, player will be entitled only up to X10 last deposit. This maximum payout will be enforced also in cases where the player made additional deposits which were deemed at the sole discretion of the Casino to have been made in order to exceed the €200 accumulated deposit amount."

Could you please forward me a screenshot of your cashier history? How much is your accumulated deposit, please? Thank you in advance.

Thank you very much Gstar for providing all the necessary information. I will now transfer your complaint to my colleague Juli who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Gstar,

I’m sorry to hear you lost your winnings. And I apologize, but I am rejecting your complaint, there is nothing we can do. The only thing I can do for you now is to recommend you to be more careful in the future and if you don't understand any point of T&Cs or you aren't sure, please ask the support. It is very common for casinos to limit the winnings from bonuses and implement other restrictions like the maximum bet rule. The casino can form their own T&Cs and set their own rules for the game play, especially when it comes to bonuses. If you played with a no deposit bonus, I’m afraid, there is not much that can be done.

I hope that it will not happen to you again. 

Best regards,

Juli