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Dear Ricardomt,

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. Did you receive any specific explanation from the casino which exact rule has been breached and why your winnings have been confiscated? If there’s any relevant communication, please forward it together with your game history to petronela.k@casino.guru. Finally, could you please specify which exact bonus you have redeemed and played? I would like to check terms and conditions.

I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Thank you very much, Ricardomt, for forwarding the live chat transcript. I understand now that you have been accused of placing higher bets during the bonus wagering completion than the allowed ones. I have checked general bonus terms and conditions, and this is what I found https://4clockfortune.com/en/rules:

"The maximum bet amount to wager the bonus is 2 EUR (2 USD, 150 RUB, 9 PLN). 

Betting more than 2 EUR (2 USD, 150 RUB, 9 PLN) at once while having an active bonus can be considered as misuse of bonus offers and can lead to exaction of all wins received in such way."

If you are aware of placing higher bets then the allowed ones, sadly, there is not much we can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

If you believe that you didn’t breach maximum bet rule, please forward your game history. Thank you in advance. 

Funny that if I was betting my money was no longer a violation, I won 204 € they didn't want to pay me, said I had to spend the 100% bonus, I did, and they didn't want to pay me anyway, so I sinned the 204 € and played until I won 800 € and now do not break paying and make up that I violated the rules ????? Anyone who uses this means of gambling already knows ias casinos that takes from customers what they have already won ... the same thing I did at vulkn Vegas I won 900 € they paid me after a week.

Engraçado que se eu estivesse a aposta o meu dinheiro já não era violação, eu ganhei 204€ eles não quiseram me pagar, disse que eu tinha q gasta o bónus a 100%, eu fiz, e eles não quiseram mesmo assim me pagar, então eu pequei os 204€ e joguei até ganhar 800€ e agora não quebrem pagar e inventa que violei as regras????? Enfim quem usar este meio de jogo já sabem ias casinos que tira dos clientes o que eles ja ganharam... a mesma coisa fiz no vulkn Vegas ganhei 900€ eles me pagaram ao fim de uma semana.

I'm sorry, Ricardomt, but I don't understand completely. Are you aware of placing single bet greater than €2 while completing bonus wagering requirements? 

Dear Ricardomt,

We are extending the timer by 7 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 a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.