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Rufus - €3000 Winnings voided


Found for the Player - Our understanding is that imposing maximum bet terms on non-bonus play breaches EU consumer law, but having discussed this issue with this group previously they will not change their position.

Read our Rufus Casino Review.

Player's Complaint

I deposited €200, 2 x €50 and a final €100.

I played at the casino averaging around €3 stake and took advantage of the Hyper Bonus feature on some of the games. Where you can buy a bonus. Bonus' cost anything from €40 to €400.

The terms and conditions state you must not stake anything equal to or above 30% of your last deposit

After playing and having a good winning streak, I withdrew €3,000.

After submitting documents, I have received the following email.

Dear [EDIT]

As part of our regular withdrawal review process, we have seen that the terms and conditions of the casino were not met.

Our Terms and Conditions prohibit placing single bets equal to or greater than 30% from the value of the deposit.

We have therefore cancelled your withdrawal request and removed the winnings.

Should you have any questions please contact our customer support via live chat on our site.

Kind Regards,

Verification Team

<>Now surely although buying a bonus costs more than 30% of my €100 deposit, the game is played at the chosen stake, €3.

I have emailed them as it seems outrageous that they void ALL winnings on this basis. This makes using the Hyper Bonus on a reasonable stake impossible unless you start with a deposit of around €500. There was no bonus in play, all bets were placed with real money. I have asked them to reconsider this as the stake itself was only 3% of my deposit. However it would be great if you could get intouch with the casino, or if you have had similar issues with this group you may be able to advise.

Many thanks

Read the casino review

4 Responses

June 23, 2020

Hi pete0090 - welcome to!

Unfortunately there is nothing we can do to help you in this situation. Where you use the bonus buy features that some games offer you are placing a single bet on the outcome of the bonus feature. If that bet breaches the maximum allowed bet associated with any bonus you have claimed then the operator are within their rights to consider the bonus contract void and reset both parties to pre-contract positions.

Sorry we cannot be of further help.


June 23, 2020

I didnt claim any bonus as stated. All funds played with were real money.

June 23, 2020

Hi Pete0090,

Unfortunately there is nothing we can do to help you in this instance. This group of operators apply maximum bet limits to non-bonus play. Our understanding is that this practice would be non-compliant with EU consumer law, but having discussed this issue on several occasions with this group I can say with confidence that they will not change their position.

Sorry we cannot be of more help.


June 23, 2020

Thank you. I have forwarded my complaint to their licence issuer, im sure you have probably asked thw question with them too, but worth a shout. Its just crazy, the first thing I dont was buy a bonus so the HOURS of play after it were already rendered null & void. Mental

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Pete0090 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:

  • Rufus
  • Prism Marketing

June 23, 2020

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.