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I put US dollars because there was no option for CAD My issue is that after multiple Attempts to contact regarding the details of their no wagering bonus, I decided to withdraw most of my funds which was at the time $1700 but because there was a $200 no wagering bonus, I was advised that I would have to forfeit the $200 which was fine with me because I later found out that the $200 bonus is just play money that you can use once your actual money is gone. It’s worse than a wagering requirement, because at least, with a wagering requirement, you have a chance to see some of it! I thought this was Ludacris and when I deposited the 2nd time, it prompted me to accept this bonus and because I know that some casinos slip fine print in that sometimes makes sense and others does not, I did a thorough search of the terms and conditions prior to excepting the bonus , but there wasn’t any there is the option to accept it or not and it also included free spins so I figured since there was no wagering requirement I would be safe and I get this free spins. So, after searching for a no wagering casino and excepting their bonus, without being able to see the terms and conditions prior to excepting it, and without any knowledge of what I consider to be a complete scam, I decided once my balance was at 1700 to withdraw 1200. On the withdrawal form, I was advised that I would be forfeiting my $200"bonus" which was acceptable to me. At that time the bonus was forfeited to my knowledge and according to their website today I received an email which included the following paragraph:

Unfortunately, we had to cancel your withdrawal(s) due to a breach of the following Terms and Conditions:

3.7 All games have a maximum betting limit of €4/4$/40NOK per game round/spin during the time that a bonus is active on the player's account. This applies the entire time that the bonus is active on the player's account as long as nothing else is stated. Violation of this rule will forfeit the bonus and any winnings resulting from the bonus or other games that where completed during the bonus period.

because there are no wagering requirements, which would lead any reasonable person to believe they can bet whatever they want, I was shocked to say the least. Also, they mentioned that the bonus is forfeited (on the exact same page where the withdrawal request is initiated) prior to making the withdrawal, which also contradicts what they say.

so I went back through my bets, and from my calculations, less than 2% of my bets were $6.25 on one game, and I believe that this is their way of trying to take advantage not only with their pretend bonus, but by declining what I believe is a legitimate withdrawal request. I also have screenshots which I forwarded to someone and asked that they be escalated to a manager because I was receiving no support when I asked numerous questions about the bonus and free spins. I believe the reason that players like myself search for casinos with no wagering requirements because of issues like this exact situation. I understand how casinos work and I understand how wagering requirements work, but I have never come across some thing like this with such unfair rules in their fine print. it is to my understanding that maximum bets placed on games where wagering requirements are in play, are used to prevent players taking advantage which is something that I’ve never had any intentions of doing, and I never expected to have something like this happened to myself. I’m really hoping that with your help possibly we can come to some resolution to save other players from losing money because of this insane loophole. I’m thanking you in advance for listening to me and I hope that your company might be able to help me and hopefully others to come. I have a nice day and I look forward to hearing from you soon. Best regards Nicole LaFrance

Dear nicolelafrance2024,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

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.

Do I understand correctly that you indeed breached the maximum allowed bet while the bonus was still active?

Furthermore, 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.

Thank you in advance for your reply.

Best regards,

Kristina

Dear nicolelafrance2024,

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.