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I received 20 free spins and won €19.10, which I converted to €50 real money after meeting the wagering requirements. I continued playing and won more, then requested a withdrawal.

Only then was my withdrawal blocked and my winnings voided, on the grounds that I had breached betting limits or purchased bonuses while playing.

The system never warned me or blocked those actions. The rules were not clearly marked during the game. I acted in good faith.

I ask that the situation be reevaluated or that at least a partial refund be issued .

Ho ricevuto 20 free spins e ho vinto 19,10€, che ho convertito in 50€ di saldo reale dopo aver rispettato i requisiti di puntata. Ho continuato a giocare e ho vinto altro, poi ho richiesto un prelievo.

Solo a quel punto il mio prelievo è stato bloccato e le vincite annullate, con la motivazione che avevo infranto i limiti di puntata o acquistato bonus durante il gioco.

Il sistema non mi ha mai avvisata, né ha bloccato quelle azioni. Le regole non erano segnalate in modo chiaro durante il gioco. Ho agito in buona fede.

Chiedo che venga rivalutata la situazione o che venga emesso almeno un rimborso parziale.

Dear bleojudenisa065,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the Bonus Terms and Conditions and I found this:

2.2. The maximum bet while wagering is 5 EUR, 5 USD, 7.5 CAD, 7.5 AUD, 7.5 NZD, 50 NOK, 100 ZAR, 500 INR, or the equivalent in other currencies, unless otherwise specified. For cryptocurrency bets, the maximum bet is determined by the crypto equivalent of 5 EUR at the time the bet is placed, based on the exchange rate provided by Coinbase Converter. Players are advised to check the exchange rate at the time of betting for accuracy. The maximum bet limit applies to all wagers, including those placed after doubling a bet following a completed game round or during bonus rounds purchased within a game. Violating this rule will result in the forfeiture of all winnings derived from the bonus.

Our position is closely explained in the Fair Gambling Codex: 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 in Excel format, together with a link to the specific bonus that you redeemed and played. My email address is veronika.f@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 would like to add an important consideration.

I have been playing for a long time on various platforms, both AAMS (now ADM) and non-AAMS, and it has never happened to me that the system did not detect a violation of the betting limit while using a bonus.

At all other sites I have played at, the system will immediately block or warn you if you attempt to exceed the maximum limit allowed during a bonus. This helps players to respect the rules and avoid problems.

Even on sites similar to yours, such as BetOnRed (which is also non-AAMS), if you exceed the limit with an active bonus, the system signals it or prevents the action.

In this case, however, I did not receive any warning or block. The system let me continue playing, accepted the bets and the purchase of bonuses, and only at the time of withdrawal was a violation reported.

This behavior seems incorrect to me, because it does not put the player in a position to respect the terms.

Vorrei aggiungere una considerazione importante.

Gioco da molto tempo su diverse piattaforme, sia AAMS (ora ADM) che non-AAMS, e non mi è mai capitato che il sistema non rilevasse una violazione del limite di puntata durante l’uso di un bonus.

In tutti gli altri siti dove ho giocato, il sistema blocca immediatamente o avvisa l’utente se si tenta di superare il limite massimo consentito durante un bonus. Questo aiuta i giocatori a rispettare le regole ed evitare problemi.

Anche su siti simili al vostro, come BetOnRed (che è anch'esso non-AAMS), se si supera il limite con un bonus attivo, il sistema lo segnala o impedisce l’azione.

In questo caso, invece, non ho ricevuto alcun avviso o blocco. Il sistema ha lasciato che continuassi a giocare, ha accettato le puntate e l'acquisto dei bonus, e solo al momento del prelievo è stata segnalata una violazione.

Questo comportamento mi sembra scorretto, perché non mette il giocatore in condizione di rispettare i termini.

Thank you for your additional comment and for sharing your perspective. We understand your frustration and agree that automatic warnings or restrictions when approaching or exceeding the maximum bet limit would be a helpful feature for players. Unfortunately, not all casino platforms have implemented such safeguards, and players are still expected to follow the bonus terms, even if the system allows actions that may breach them.

As mentioned earlier, the maximum bet rule during bonus wagering is a widely accepted industry standard. Most casinos clearly state that violating this rule can result in the confiscation of winnings. While some platforms do provide warnings, the responsibility to respect the rule ultimately lies with the player.

• That being said, I would like to ask you directly: Were you aware at any point during your gameplay that you may have exceeded the maximum allowed bet while the bonus was active?

If you believe you stayed within the limits, I kindly repeat my earlier request — please send your detailed game history in Excel format, along with a link to the specific bonus you used. This will allow us to verify the sequence of events more thoroughly.

Thank you again for your cooperation.

Honestly I didn't notice, I didn't know this until they explained to me why they had deactivated my account to take back the money I had plus the withdrawals I had requested. Afterwards I understood that I had bought bonuses when I had the active bonus, I converted them and then with the real money that I converted i.e. 50 euros, I won the money that I withdrew a total of 500 euros plus another 100 that I still had in the account to play

Sinceramente non mi sono accorta, non ho saputo questo finché non mi hanno spiegato il perché mi avevano disattivato l'account per riprendersi i soldi che avevo più i prelievi che avevo richiesto. Dopo ho capito che avevo comprato dei bonus quando avevo il bonus attivo, li ho convertiti e dopo con i soldi reali che ho convertito cioè 50 euro, ho vinto i soldi che ho prelevato un totale di 500 euro più altri 100 che li avevo ancora sul conto da giocare

Plus the bonuses I bought only helped me convert faster not win more money to be able to convert. I had enough to be able to convert so I didn't win with the bonus more, they just added as a sum to convert, if you understand me. That is, instead of adding like a hand with 1 euro they put 40 how much the bonus cost as money to continue converting. Okay. Anyway I give up because I understand that I won't even get 1 euro back because of a mistake that I didn't even realize and I didn't do it on purpose. I hadn't read the terms, it's my mistake ok. But on other sites it warned me and I still didn't understand why. Now I understand the whole case. Thanks anyway.

In più i bonus che ho comprato mi hanno soltanto aiutato a convertire più velocemente non a vincere soldi di più per riuscire a convertire. Ne avevo abbastanza per riuscire a convertire quindi non ho vinto con il bonus di più, si sono soltanto aggiunti come somma per convertire, se mi capite. Cioè invece di aggiungere tipo una mano con 1 euro mi hanno messo 40 quanto costava il bonus come soldi per continuare a convertire. Va bene. Comunque sia rinuncio che capisco che non avrò neanche 1 euro indietro per un sbaglio che neanche me ne ero accorta e neanche l'ho fatto apposta. Non avevo letto i termini, è il mio sbaglio ok. Ma su altri siti mi avvisava e non capivo comunque il perché. Ora ho capito tutto il caso. Ringrazio comunque.

Thank you for your follow-up and for sharing more details about your situation.

We genuinely understand how disappointing it must feel to lose your winnings over a mistake you were not aware of at the time. You also make a fair point — having automated warnings or restrictions in place would certainly help players stay within the allowed limits. However, as you also acknowledged, the responsibility to read and follow the bonus terms remains with the player, regardless of whether the system allows certain actions.

After reviewing all available information, including your admission that bonus features were purchased while the bonus was active, we must conclude that the casino acted within its stated terms and conditions. Because of this, we will not be able to support your request for a refund.

Although we are closing this case without a positive outcome, we truly hope that your future gaming experiences will be free of such misunderstandings.

Best regards,

Veronika

Casino.Guru Team