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Casino Max - non payment

Ruling

Found for the Casino - This player has significantly exceeded the maximum allowed be with a bonus and as such Casino Max are within their rights to void winnings.

Player's Complaint

I took a bonus on a deposit of $243.00 and completed the playthrough where I won 16k. The slot games would not allow me to spin more than $10 max during the playthrough, which is the sites policy. Once I completed the playthrough, the games let me spin at higher amounts, and the money in my account was marked as "withdrawable" after the playthrough was met I continued playing for an additional 4 or 5 hours mainly the game " naughty or nice spring break" . I got tired and requested several payouts of $4k which is the max per week. I then received emails stating I needed to verify my account and the gentleman was very pleasant. I sent all of the required information and received another email stating that my account was fully verified, congrats on my win....the next day I got emails of "declined payout" saying that I violated t and c, because my average bet was $40 , 30 above the limit on playthrough which was $10. This is impossible because the game wouldn't allow me over 10 a bet until I reached the playthrough. They must of factored in all of the wagers for the next 6 hrs to come up with this. I responded to Live chat, and another rep told me my average was $28 a bet during playthrough, which again makes no sense. In the end these people took my payout cash of 12k and another 1900 I had left in my balance, leaving me the original $243 deposit. I need my winnings, it is completely unfair, and their reason isn't even possible because during the playthrough no game allowed me to spin more than $10.

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2 Responses

ThePOGG
August 13, 2018

Hi Scotty001 - welcome to ThePOGG.com!

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

ThePOGG
August 20, 2018

Hi Scotty001,

I've spoken to Casino Max who have provided your game history. I've also tested their systems and they do NOT have a bet limiting option during bonus play.

On the 6th of August you deposited $243 used the bonus code MONMAX and received a bonus of $121.50 giving you a total balance of $366.03 (including the $1.53 you had in your account at the time of your deposit). This bonus carried a 40x(d+b) wagering requirement meaning you had to wager $14580 to meet the requirements. You proceeded to wager $400 at $10/spin (the max allowed when playing with a bonus) on Naughty or Nice Spring Break when you hit a free spin feature. Immediately after the conclusion of the free spin feature, with a balance of $1019.78, you increased your bets to $20/spin. At this stage you still had $14180 to wager before you were free of bonus restriction. You continued wagering at this level until you hit another free spin feature, and your big win, then started wagering at $40/spin until you completed the wagering requirements.

These wagers exceeded the maximum allowed bet and as such the operator are entitled to void your play.

I'm sorry there's nothing further we can do to help you. All I can suggest is you ensure you stay within the maximum allowed bet while playing with a bonus in future.

ThePOGG

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Agreement

Scotty001 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:

August 13, 2018

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.