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I have received 20 free spins from the casino. Won 5.2 EUR from the spins, and by the time my wagering was done, I was above 70 EUR, so my balance was adjusted back to 50 EUR, as it said the max winnings were that amount, that is correct. But after that 50 EUR it is withdrawable cash, and I can generate winnings from it, the terms doesn’t specify this at all. So I generated 500 EUR winnings, and the casino rejected and re-adjusted my winnings to 50 EUR.

Dear Patrik,

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

I have checked the general bonus terms and conditions, and this is what I found (here):

„LOYALTY FREE SPINS

Maximum win that can be paid resulting from loyalty free spins is 50 EUR, 50 USD, 3,500 RUB, 500 NOK, 200 PLN, 80 AUD, 80 NZD, 80 CAD, 400 CNY, 6,000 JPY, 1,000 ZAR, 300 BRL, 4,000 INR, 0.005 BTC, 0.15 ETH, 0.4 LTC, 0.2 BCH, 20,000 DOG, 50 USDT.

To wager the free spin result, you need to make bets for an amount 40 times the free spin result amount.

Free spin activation duration, free spin duration and free spin result duration are 7 days."

Do I understand correctly that your winnings have been accumulated solely from Free Spins, without any real money deposit?

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predator, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play, especially when it comes to No Deposit bonuses.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Dear Patrik,

We are extending the timer by 10 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.