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Hello. I deposited €20 with the welcome bonus and was able to wager it fully and successfully. After that I continued playing with my real money balance and was able to win a very large amount. I had over €1700 in real money balance so I initially requested a withdrawal of €1000. This withdrawal was canceled and my total real money balance was reset to €200. In the e-mail, it was referred to the fact that the maximum profit is 10x the deposit amount. However, it is the case that I only achieved this profit after fulfilling the sales conditions and should therefore be entitled to the profit. It is also the only casino in the Dama Nv Group that has a maximum win on the welcome bonus. I am asking for help with my problem.

Hallo. Ich habe 20€ mit dem Willkommensbonus eingezahlt und diesen vollständig und erfolgreich umsetzten können. Danach habe ich mit meiner Echtgeldbalance weitergespielt und einen sehr großen Gewinn erzielen können. Ich hatte über 1700€ Echtgeldguthaben, also habe ich zunächst eine Auszahlung von 1000€ beantragt. Diese Auszahlung wurde storniert und mein gesamtes Echtgeldguthaben auf 200€ zurückgesetzt. In der Email dazu wurde sich darauf bezogen, dass der maximalgewinn bei 10x der Einzahlungssumme liegt. Es ist jedoch so, dass ich diesen Gewinn erst nach Erfüllen der Umsatzbedingungen erzielt habe und mir der Gewinn somit zustehen müsste. Zudem ist es das einzige Casino der Dama Nv Group, dass einen Maximalgewinn auf den Willkommensbonus hat. Ich bitte um Hilfe bei meinem Problem.

Dear CharlotteF,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Was the following rule used to cancel your winnings? (here)

"The maximum winnings that will be paid out resulting from any cash bonus, cashback, personal bonus, free chip bonus (including, but not limited to Welcome Package, Weekend Reload, Special Bonuses for VIP Levels, Comppoints, Tournament wins, Lottery wins, etc.) will equal the bonus amount multiplied by 10 unless otherwise stated. Any winnings exceeding this amount will be forfeited upon withdrawal. Please note that until withdrawal of relevant balance is processed, funds on the balance will be considered a subject to maximum winnings rule."

Could you please advise how much was the rewarded bonus at the beginning when you've deposited €20?

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 predatory, 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.

Looking forward to hearing from you.

Best regards,

Petronela

Hi there,

yes it was referred to the terms and conditions. I deposited €20 with a 125% bonus. However, I only had my big win after I fully wagered the bonus and my entire balance was real money. In my opinion, it should no longer be possible to continue playing after reaching the maximum cashout amount as soon as you are in real money, in order to avoid such sad experiences. Thank you and LG

Hallo,

ja es wurde sich auf die AGBs bezogen. Ich habe 20€ mit einem 125% Bonus eingezahlt. Meinen großen Gewinn hatte ich jedoch erst, nachdem ich den Bonus vollständig umgesetzt habe und meine gesamte Balance Echtgeld gewesen ist. Meiner Meinung nach dürfte das weiterspielen ab erreichen des maximalen Cashout Betrags nicht mehr möglich sein, sobald man im echtgeld ist, um genau solche traurigen Erfahrungen zu vermeiden. Vielen Dank und LG

I wish I could be of more help. I agree that stopping the player from playing any further after requesting a withdrawal of their bonus winnings would be more user-friendly, unfortunately, this was not the case. However, it is clearly stated in the T&Cs that any winnings exceeding the maximum cashout amount will be forfeited and can't be used as real money to continue playing.

Could you please confirm that you have received the withdrawal of €200? Looking forward to hearing from you.

Dear CharlotteF,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.