Buusti Casino - A conta do jogador foi encerrada e os ganhos confiscados.

My account has been permanently closed, and my winnings have been confiscated because they said i have played over 5e max bet. But i am 100% sure i havent. I cant even log to my account to get proof i did not play over 5e bets.

I have reviewed the casino's Terms and Conditions, and I am confident that I have not violated any of them.

My bets were within the allowed limits, and I have not used any prohibited strategies or methods.

I have not received a detailed explanation for why my winnings were taken and my account was closed.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

From the casino's terms and conditions: (translated)

Placing bets when you have active bonus offers

If you have an active bonus, you can bet a maximum of €5/£5/$5 per spin or €0.50/£5/$5 per bet line. For card and table games, the maximum bet allowed is €5/£5/$5 until the wagering requirements are met. This includes double bets, gamble features and purchase features. All games that have an in-game option to choose the commission-free feature. Buusti Kasino reserves the right to void bets and winnings resulting from higher wagers and apply a wagering penalty to existing bonuses. 

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 [email protected]

Be sure to request your game history from the time the bonus was in play and forward the file you receive to us for review.

Please allow me to ask you a few questions to better understand the situation.

• Did the casino justify to you the closure of your account?
• Was your account closure a direct result of the accusations of the breached maximum bet rule?

Thank you in advance for your reply.

Best regards,

Tomas

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Thank you for your patience, and stay safe.

Hello Tomas,

Thank you for your response.

I want to clarify that I am 100% certain I did not place any bets over the €5 maximum allowed under the bonus terms. I started playing with a €5 bet and used autospin for the rest of the session. I received a 1000x win, resulting in a €5000 payout. Since I never changed the bet after setting it to €5, and I only used autospin, it is simply not possible that I breached the max bet rule.

The casino also claimed I used "gaming tactics," but all I did was play the slot Joker’s Jewels, which is a simple, straightforward game with no advanced tactics or features. I did nothing suspicious—just regular gameplay.

Unfortunately, I cannot access my account to retrieve the full game history because the casino completely locked me out. I’ve attached the only screenshots they provided, but I cannot obtain or send you a full session log.

To answer your questions:

The casino did not provide a clear explanation for the account closure beyond claiming I breached the bonus terms.

Yes, the closure appears to be directly tied to the accusation of exceeding the max bet or using some kind of strategy, which I strongly deny.

I played 100% welcole bonus up to 500€.

The casino paid after i said i will leave all bad reviews and everthying.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear EmmiKarppanen,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas