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Found for the Casino - This player has used a bonus buy feature that exceeded the maximum allowed bet term while playing with a bonus.
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i made a second deposit on December 09, 2019 11:49:04. I was given a 2nd-deposit bonus worth 150€. During the 9th and 10th of December i bought bonus-games for "Sweet Bonanza" worth 40€ (the prize for a single bet was 0,40€).
On 11th December the casino confiscated my winnings accusing me for violating the bonus-terms. Reason: it is not allowed, to place a bet higher than 5€.
I'm not aware of any guilt, because a bonus-buy is not(!) forbidden in the Bonus-Terms of the casino. And the single bet size for this bonus-buy is 0,40€, so i'm also not aware of any guilt.
I already talked to the support, but they didn't change their point-of-view.
So i'm contacting you for help.
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BetAMo - Assuming a Bonus-Term Violation
Posted by Alex_Mercer
December 11, 2019
Alex_Mercer consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:
December 11, 2019
Hi alex_mercer - welcome to ThePOGG.com!
As we are the ADR for the N1 Interactive Ltd license under the Malta Gaming Authority license there is certain information we have to provide you now.
– Use of this service does not preclude your seeking redress through court proceedings .
– This service is free to use for both the complainant and operator.
– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).
– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.
If you have any questions about the above, let me know.
Unfortunately there is nothing we can do the help you in this instance. The feature you are talking about places a single wager of €40, removed from you balance as soon as you click the button to 'buy' the feature. You are paying extra to access the bonus feature with an increased chance of winning. You cannot opt out half way through or choose to by only 'part' of the bonus feature - is a single bet.
That being the case buying the bonus feature would breach the maximum bet term associated with your bonus.
Sorry we cannot be of further help.