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Casiplay - Cancellation of profit


Found for the Casino - This player has exceeded the maximum allowed bet term while playing with a bonus. As such there is nothing we can do to help them.

Read our Casiplay Casino Review.

Player's Complaint

On October 30th, 2020 I opened an account and deposited € 200. I got a € 200 bonus. At 203 euros, I made a big profit. I played with 4 euros. Of this, € 3 was real money and € 1 was bonus money. After that I only played for real money. However, sometimes with 5 euros, but it was real money. Nevertheless, my entire profit was canceled.

Read the casino review

3 Responses

User icon
November 6, 2020

Hi superaxel - welcome to!

As we are the ADR for the Apsire Global license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – and the terms of use for our complaint service here -

To summarise.

– 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.

Sadly there is nothing we can do to assist you in this instance. Where you have agreed to a bonus contract the terms apply until such time as the contract conditions (wagering requirement) has been met. If you have exceeded the maximum allowed bet term before the bonus terms were met the operator are within their rights to consider the bonus contract void and reset both parties to pre-contract conditions.

I would also highlight that in this instance €4 bets would also be violations as the term reads "greater than or equal to €4".

Sorry we cannot be of further help.


User icon
November 6, 2020

I don´t agree. I just played with real money. A violation would be, if i had played with 5 Euro within the bonuy money, but i didn´t. By the way, in other casinos it´s not possible to bet more than the bonus allows. It was possible and the reason is, because it was just real money.

User icon
November 8, 2020

Hi Superaxel,

I'm sorry to hear that you disagree but our ruling stands.

Whether you were playing with bonus funds or deposited funds is irrelevant. The term applies from the point that the bonus funds are added to your account until you have completed the wagering requirement.

Practices at other casinos would be irrelevant. But regardless, having managed complaints for thousands of casinos we have only ever encountered a handful who have even tried to enforce maximum bet terms automatically and none in several years. The regulators do not require that these terms are enforced automatically so they are not.

As previously stated, there is nothing we can do to assist you.


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Superaxel 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:

  • CasiPlay
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • Aspire Global International Ltd

November 6, 2020

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