Joo Casino - Spelarens vinster har konfiskerats på grund av en maximal insatsöverträdelse.

JOO Casino

refused my withdrawal request and confiscated my winnings of $500 Canadian on the grounds that I did not adhere to the bet (wagering conditions). The maximum condition was €5.

In some games they offer the purchase of free spins based on the bet ranging from $20 to $1000 or more. Nowhere in the regulations or games does it state that these purchases are considered as the bet, and that they violate bonus rules.

Do I have a solid case for contesting the decision and claiming my prize?

JOO Casino

rejected my withdrawal request and have confiscated my $500 Canadian winnings under the pretense that I did not respect the bet (wagering requirements), which has a limit of €5.

In some games, they offer to buy free spins based on the bet, ranging between $20 and $1000 or even more. According to both game rules and regulations, it is not stated that these are construed as the bet, and that this transgresses the bonus rules.

Do I have strong arguments to claim my right to claim my prize?

JOO Casino

was refused my withdrawal request and confiscated $500 Canadian won under the pretext that I did not respect the bet (wagering conditions). The condition was 5 € maximum.

 In certain games it offers to buy free spins depending on the bet between $20 and $1000 or more.. in the regulations just as in the games it is not mentioned that these are considered as the bet and that these are transgressed bonus rules..

 Do I have good arguments to assert my right to claim my prize?

JOO Casino

Me refuse la demande de retrait et on ma confisqué 500$ canadien gagné sous prétexte que je n'ai pas respecter le bet (conditions de mise). La condition etait de 5 € maximum.

Dans certains jeux il propose d'acheter des tours gratuit en fonction du bet entre 20 $et 1000 $ou plus.. dans les règlements tout comme dans les jeux il n'est pas mentionné que ces considéré comme le bet et que ces comme transgressé les regle du bonus..

Est-ce que jai de bon arguments pour faire valoir mon droit de reclamer mon prix?

Dear jphilippe47803, 

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:

2.2. The maximum bet while wagering is 5 EUR (or equivalent in another available currency), unless otherwise specified. The maximum bet limit includes bets doubling after a game round has been completed and bonus rounds (purchased within the game). Breaching the maximum bet rule leads to all winnings from the bonus confiscated and deposit refunded.

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 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

Ok I think everything is clear...

Damn, these indicate badly and you always have to back up this and read everything, it makes the game much less pleasant... I really piss them off and their customer services are slobbers looking for trouble! Enjoy and thank you casino guru

Ok je crois que tout est clair...

Putain que ces mal indiquer et il faut toujours ce backer et tout lire ca rend le jeux bien moins plaisant... Je les emerde solide et leurs services client sont des baveux qui cherche le trouble! Enjoy et merci casino guru

In an ideal world, the maximum allowed bet would be automatically set by the casino software, enhancing the player experience and alleviating concerns about rule violations. However, as previously mentioned, it's currently imperative for players to remember that bonus play entails specific rules they must adhere to independently.

This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.