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I received 2 bonuses simultaneously. A deposit that would be 50% + 50 free spins. And another 10 free spins. I fulfilled the rollover, which is already absurd. When I requested the withdrawal after one day I received an email in the spam box that said that my withdrawal had been canceled and my winnings voided. You claim that I have exceeded a 10% maximum bet amount. At the time I requested the withdrawal, my bonus balance was approximately R$47.00, until then it was ok for them to cancel my balance, but I had not used the 50 free spins that were granted to me in the bonus. With these free spins I won another 5 or 7 reais that if added would give a total of more than R$50.00 of bonus. Therefore, the bet I made of R$5.00 would be within the maximum 10% value. An agent even told me that the values are not added up, but the bonus balance does not show any description of their individuality. At first I didn't even know about this 10% maximum bet, of course the site uses it in bad faith to try to take away the winnings from players who don't read the thousands of lines of terms. If each specific bonus received that I can play up to 10%, it should be considered the sum of them, since there is no clear distinction between them in the balance area. The previous attendant didn't even know how to explain the free spins bonus calculations. This is sad because it casts doubt on whether the voiding of my winnings was correct or not. In my view it was not correct. No one explains, they just repeat the reasons and don't give me data. By chance it wasn't just my complaint that I saw here claiming the same thing, strange because in other casinos they make a point of showing you how much rollover is missing and what is your maximum bet whenever you enter any game. Ex: MrSlots casino. But it's easier to void player winnings! If that's not bad faith, I don't know what is. Why would I play for more than allowed value if I knew?

Recebi 2 bônus simultaneamente. Um de depósito que seria 50% + 50 rodadas grátis. E outro de 10 rodadas grátis. Cumpri o rollover, que já é absurdo. Quando solicitei o saque depois de um dia recebi um e-mail na caixa de spam que dizia que meu saque havia sido cancelado e meus ganhos anulados. Vocês alegam que eu excedi um valor de 10% para aposta máxima. No momento em que eu pedi o saque meu saldo de bônus era de aproximadamente R$47,00, até aí tudo bem cancelarem meu saldo, mas eu não havia utilizado as 50 rodadas grátis que me foram concedidas no bônus. Com essas rodadas grátis eu ganhei mais 5 ou 7 reais que se somados daria um total de mais de R$50,00 de bônus. Sendo assim a aposta que fiz de R$5,00 estaria dentro do valor de 10% máximo. Um agente chegou a me dizer que os valores não são somados, mas no saldo de bônus não aparece nenhuma descrição de individualidade dos mesmos. Eu de inicio nem sabia desses 10% de aposta máxima, lógico que o site usa de má fé para tentar tirar os ganhos dos jogadores que não lêem as milhares de linhas dos termos. Se cada bônus recebido específica que eu posso jogar até 10%, deveria ser considerado a soma dos mesmos, já que não há clara distinção dos mesmos na área de saldo. O atendente anterior se quer sabia como explicar os cálculos de bônus dos free spins. Isso é triste porque põe dúvidas sobre a anulação dos meus ganhos ter sido correta ou não. Ao meu ver não foi correta. Ninguém explica, só repetem os motivos e não me dão dados. Por acaso não foi só a minha reclamação que eu vi aqui alegando a mesma coisa, estranho porque em outros casinos eles fazem questão de te mostrar o quanto falta de rollover e qual sua aposta máxima sempre que você entra em qualquer jogo. Ex: casino MrSlots. Mas é mais fácil anular os ganhos dos jogadores! Se isso não é má fé do casino eu não sei o que é. Por que eu jogaria com valor acima do permitido se soubesse?

Dear Sirlenybritto2,

I reviewed the casino terms and conditions and I found this: https://www.galaxyno.com/pt/promotions/welcome-package:

„4. Apostar mais que R$ 20 por giro ou 10% do valor do bônus recebido (o menor dos dois) em um caça-níquel"

The R$ 5 would be an acceptable bet in case you initially received a bonus of R$ 50 or more with your deposit, in this case, if you would deposit R$ 100 or more.

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, 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 tomas@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,

Tomas

The site does not provide bonus history. It gets hard! I had about 46 reais of bonus and I still hadn't used my 50 free spins. In online support they don't know anything, I sent emails and nothing. The casino that was supposed to prove I broke the rules, not the other way around. With the winnings from the free spins added to the bonus I would have more than 50 reais. The terms say nothing about multiple bonuses applied at once. It is in the bonus part of the site the bonus earnings have no description, only one value for all. I want them to send me the bonus history.

O site não disponibiliza histórico de bônus. Fica difícil! Eu tinha mais ou menos 46 reais de bônus e ainda não tinha usado minhas 50 rodadas grátis. No suporte on-line não sabem de nada, eu enviei e-mails e nada. O casino que deveria provar que eu quebrei as regras, não o contrário. Com os ganhos dos giros grátis somados ao bônus eu teria mais que 50 reais. Os termos não dizem nada sobre múltiplos bônus aplicados de uma vez. É na parte bônus do site os ganhos de bônus não tem descrição, somente um valor para todos. Eu quero que eles me mandem o histórico de bônus.

Dear Sirlenybritto2,

Let me explain that the maximum bet rule depends on the amount of bonus you receive in the beginning and not how much you'll gain after the wagering of the bonus completes.

May I ask how much you deposited in the casino and how much was the amount the casino matched?

Dear Sirlenybritto2,

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.