The player complained about the casino canceling his winnings. He requested a withdrawal of €500 but the casino voided his winnings and his withdrawal request by enforcing their max bet rule and accused the player of breaching this rule. The initial deposit was returned to the player. This casino belongs to a group that is aware of the unfairness of this rule but since the player had accepted the terms before playing, there is nothing that could be done in this case.

The customer wanted to withdraw their winnings but the casino rejected the request, stating that the customer had breached their Terms & Conditions. The mediator pointed out that the customer most likely broke a term of the casino and that the casino had a right to confiscate the winnings. However, they also stated that the term in question could have breached the EU consumer laws. Furthermore, the customer having been from the UK and the casino not having had a UKGC license meant the casino would be breaking the UK law, not informing the customer about it. Thus the complaint has been ruled in favor of the customer.