mr.play Casino - Os ganhos do jogador foram reduzidos.

Hello, I received a bonus of € 100 on my deposit of € 50. I then had to make 35 times the turnover until my winnings were payable. I did this and then had a credit of 1190, - €. I wanted to pay this out and had also applied for it. Now I was told that I only had 500, - € and my credit was simply reduced to 500, - €.

Hallo, ich habe bei meiner Einzahlung von 50,-€ einen Bonus von 100,-€ bekommen. Ich musste dann das 35 fache an Umsätzen tätigen bis mein Gewinn auszahlbar war. Dies habe ich getan und hatte danach ein Guthaben von 1190,-€. Dies wollte ich auszahlen und hatte das auch beantragt. Jetzt wurde mir mitgeteilt das mir nur 500,-€ zu stehen und auch mein Guthaben wurde einfach auf 500,-€ reduziert.

Dear Markus,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions, and this is what I found https://www.mrplay.com/promotions/welcome-package/:

"Promotion Terms

Bonus Policy and Terms of Service apply.

Min. deposit: €10.

Max. bonus: €200.

Offer valid on first deposit.

Offer only applies to new players.

Winnings won with games that require deposit, have to be wagered 35x.

Bonuses that require deposit, have to be wagered 35x.

Offer not valid for players located in the United Kingdom.

Up to a maximum of €500 in winnings. If your winnings exceed €500 you will only receive €500."

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predator, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help.

Thank you in advance for your reply and understanding.

Best regards,

Petronela

All right. Thank you for your help.

Alles klar. Danke für Deine Hilfe.

We’ve rejected this complaint as unjustified. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.