Mysterious claim I have exceeded maximum bet and unfair balance reducing
I got email offer 200% deposit bonus from Paradise Win. I deposit 20€ , got 40€ bonus, total 60€. Wagering requirement was x35, so total sum to wager was 2100€.
I got few big wins, especially from Gonzo Quest, about 600€ and 200€ betting 1,20€ per round. When wagering of bonus was completed my balance was 855€ which was reduced to 200€ because winning are limited to 10 times deposit amount. I was aware of that, so it was not problem to ”give 655€ back to the casino.”
I continued playing with 200€ in my real money balance, hit pretty soon over 200€ win from Voodoo. I played until I had 300€ in my real money balance and made withdraw request 300€. I sent normal kyc-documents and everything seemed right.
Then I got following email:
Dear ***,
Thank you for playing at ParadiseWin!
We are sorry to inform you that you have breached the terms and conditions of bonus you recently claimed. Unfortunately, you have exceeded maximum bet per round of 5 EUR allowed for this bonus.
More information regarding terms of this offer can be found on the page of respective promotion: https://paradisewin.com/en/promotions/general_bonus_terms
Please be informed that according to ParadiseWin General Bonus Terms your withdrawal request has been rejected and your winnings have been cancelled.
Your ParadiseWin account balance is 20 EUR. This is your deposit amount made 25th of September 2018.
With best regards,
ParadiseWin Casino Payments Department
I was shoked, because I was cautious while playing bonus money my max bet was 1,5€ or 1,6€.
I asked about this from live chat, they adviced me to contact with email.
This is what I wrote:
Hi,
I strongly disagree that I have exceeded maxium bet 5 EUR. I didnt place any bets more than 2€.
Can you be more specific in which slot and when I have placed bet more than 5 EUR.
And after I had wagered bonus, you reduced my balance to 200€ (i was aware of that, because bonus winnings are capped 10 times of deposit). But after wagering I made winnings with real money so how you can reduce those.
BR
***
I downloaded my gaming history log (attached) to examine and prove my bets, surprisingly it doesnt show bet amount when I have been playing with bonus money, every bet and win are ”0.00€”
I havent got any reply for my email.
And even if there is some violation with max bet (I honestly believe that there isn't) how they can reduce winnings that I have made with real money bets.
Resolved
