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I register to this site I deposit with a bonuses I win I finish my bonus and the money was real now and after I play more and I wined more I make the withdrawals from all withdrawals was successful 5000 euro and after other 58000 euro was take from the casino telling me that I break terms and condition from the bonus because I bet more but my bonus was finish soo??? I had all the foto and I send the foto that I dont have any bonuses active

Dear omamutza, 

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and I found this:

A list of what may be considered abuse may include, but is not limited to, the following:

Use of more than one account,

Betting at even, zero or low margins,

Placing bets in excess of the maximum wagering allowed when an active bonus is €5 per spin or 50 cents per line (or the monetary equivalent),

Betting bonuses on excluded games,

Aiding and abetting,

Software manipulation, exploitation of loopholes or other forms of technical abuse, or any other behavior that amounts to deliberate cheating,

IP address masking or use of a VPN.

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. 

However, if you feel like you have been accused mistakenly and you exceeded the maximum bet mentioned in the bonus terms only after finishing the wagering of your bonus, 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 veronika.l@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

Veronika

I don't now if I break the rules but the fact it that I finish mybonus and after 1 week was accredited 5000 and after 1 week again was take 58000 saying that I break the rules from bonus if was like that way accredited 5000?

And veronika this site it not have the license in uk so it not illegal to take deposit from UK players ?

When I had my bonus active I think that I win 10000 and that it so if the rulles of terms it breake the casino have to take only what I win when the bonus was active that it 

 In the section 12.13 say this Unless otherwise stated on the bonus landing pages, all Casino Bonuses are subject to a maximum wagering restriction of €5 per game round or €0.50 per line (or currency equivalent) and failure to comply with this maximum wagering requirement may result in the account being closed and the loss of the Bonus and any winnings obtained during the course of the Bonus wagering. So I think if I break the terms have to take only the money when the bonus was active no ?

Veronika I sendet in email all the history game

Thank you for the emails. Could you please explain if the €5000 the casino sent you as a "gesture of goodwill" was a part of the $58000 winnings you accumulated from the bonus play?

Regarding your gaming history, I am afraid that the screenshots you sent us are insufficient for further investigation. Please request the casino to send you your gaming history in Excel format starting from the moment you activated the bonus, and then forward it to me.

Was 58000 plus 5000 total 63000. I will ask the history

Veronika the site don't answer me I think don't want to give me the gaming history

He didn’t answer to my email and now blocked my account

Still no answer. What I have to do ?

Thank you very much, omamutza, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you

Hello there,

Thank you omamutza for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Betzino Casino for their help in resolving this complaint. We would like to ask if you could provide us with the player's gaming history to my email. (peter.c@casino.guru)

Thank you!

I don't have and the casino don't want to give me. My account was bloked

Peter what happend new because me I'm very depressed from that day and I find even this in Internet. https://www.ellisjones.co.uk/news/mental-health-gambling-refunds/

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear omamutza, I was in contact with the casino affiliate and was told that you have raised a complaint with the casino's licensing authority. Please let me know if there has been any update to the investigation or how the regulator has ruled. Thank you in advance!

Dear omamutza,

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 yes I make a lot of complaints for this fact but nothing happend . Only today the casinomaister forum answer me but nothing says only ask me if I really broke the terms

I said to them ok if I broke the rules way the casino let me play 10 more days after I finish my bonus like that I win moreand took all . So I don't understand if I broke the rules way not take all my money after I finish my bonus and not after 10 days when I win more and more . And way dont want give me my transaction history ? It think that I dont understand way let a person playing for 10 days after finish the bonus if he breaks the terms of bonus ? Way not taken quickly after the bonus it finish and say you break the terms

Dear omamutza, I have contacted the casino representative but due to your complaint to the regulatory body, the casino is unable to disclose any information until a decision has been made. I will close this complaint as 'waiting for a decision from the regulator' for now. Once you have a response, please forward it to my email. (peter.c@casino.guru) I am sorry I could not be of more help on this occasion.

Kind regards,

Peter