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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