Haz Casino - Las ganancias del jugador fueron confiscadas.

Hello dear Guru team I made a deposit of €300 with a 100% bonus without wager on February 6th, 2023. During the evening I won a total of €3,000. I tried to pay out €2,000. This worked at first, but a day later I received an email that I violated the bonus terms and that my payout will be canceled. I got the casino from a streamer. He contacted a manager almost 2 months ago. It was only yesterday that an answer came saying I violated but where and when is he not allowed to say I've tried to see for myself whether I had set a bet that was too high, but this is not possible at this casino, I find it cheeky

Hallo liebes Guru Team ich habe am 06.02.23 eine Einzahlung von 300€ mit einem 100% bonus ohne wager gemacht habe im laufe des Abends insgesamt 3000€ gewonnen ich habe versucht mir 2000€ auszubezahlen dies hat auch im ersten Moment geklappt aber einen Tag später erhielt ich eine email das ich gegen die bonusbedingungen verstoßen habe und das meine Auszahlung annulliert wird ich habe das Casino von einem Streamer er hat vor jetzt dann bald 2 Monate einen Manager schon kontaktiert es kam erst gestern eine Antwort da wird gesagt ich habe verstoßen aber wo und wann darf er nicht sagen ich habe versucht selbst zu schauen ob ich einen zu hohen Einsatz eingestellt hatte dies ist jedoch bei diesem Casino nicht möglich ich finde es eine Frechheit

Hello Tobi1220sl,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Haz Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Are you aware that you did bet over 4€? Can you access your betting history within your casino account? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nick yes my account is already verified I am aware that the maximum bet was €4 my maximum bet was €3.60 I cannot access the betting history or the individual bets the last time I wrote to the casino was on 07.02 via live chat from then I teamed up with the streamer who recommended the casino to me

Best regards

Hallo nick ja mein Konto ist bereits verifiziert mir ist bewusst das der maximal Einsatz 4€ betrug mein höchsteinsatz betrug 3,60€ ich kann nicht auf den wettverlauf zugreifen bzw nicht auf die einzelnen Einsätze das letzte mal als ich mit dem Casino geschrieben habe war am 07.02 per live Chat ab dann habe ich mit dem streamer zusammen getan der mir das Casino empfohlen hatte

Mit freundlichen Grüßen

Thank you Tobi1220sl for all the information provided so far. As we will need to see the betting history, your complaint will be now forwarded to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Tobi1220sl,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Haz Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player's winnings have been confiscated?

Thank you.

Best regards,

Tomas

Hello Tobi1220sl and Guru mods,

thank you Tobias for contacting us. 

On the 6th of February you deposited 300€ and claimed the Third Deposit Bonus for 100% Wager free bonus on top of your deposit. 

For the sake of the facts I want to mention that your withdrawal request was reviewed by the finance department, and you were properly informed via email the day after requesting the withdrawal. The withdrawal feedback email from finance was delivered and seen by you the same day on the 7th of February. I can't speak about any correspondence outside the casino official because I'm unaware who you spoke to and who provided that information 2 months later. Either way it was needless because you were already informed by the relevant department at the appropriate time.

Regarding your gameplay, you started by playing various slots on which you accumulated 3,300€ bonus balance. Then you requested 2k and continued playing eventually entering First Person Mega Ball by Evolution, where you placed several bets of 40€ and 80€ while still being under the Bonus Terms and Conditions. You can access the game log from Mega Ball and verify this by yourself from your account gaming history. If Casino Guru mods request the gamelog we can provide it privately. I also requested the logs from his slots gameplay to verify the legitimacy, for older gameplay we need to request it from the game provider and that can take a bit of time. Hope they provide them in a reasonable timeframe.

Our finance department acted upon the Bonus Terms and Conditions, specifically section 7 from the Welcome Package Bonus Terms. You placed bets higher than the 4$/€ max bet and they had to decline your withdrawal request in accordance. Bonuses usually come with Terms and Conditions, not just in our casino but everywhere. I strongly recommend that you familiarize yourself with them before claiming any bonus.

At the same time I am sorry you had to find out about it this way, it is never pleasant to have winnings retracted but we must guide ourselves according to the rules which we, and the players must abide to. 

Remaining available for everything you may need. 

Respectfully, 

Danielle

Dear Haz Casino,

Thank you for explaining the situation. But I still would like to ask you for that game log to see if the max bet condition has indeed been breached. You can send it to my email address: tomas.k@casino.guru

Anyway, I would like to bring your (Tobi1220sl) attention to the following clause of the casino's bonus T&Cs:

"9. Unless otherwise stated, each bonus in Welcome Package is "sticky" and will be forfeited once you make a withdrawal request. Bonus restrictions (maximum betting limit of 4€, forbidden games, maximum cashout of 5 times the received bonus amount) apply until the withdrawal request has been processed or winnings generated from mentioned bonus are part of players' balance."

It means that at the time of your withdrawal request, you still had a bonus money balance which was under this above condition. I'm afraid if the casino proves that you have breached the max bet, this complaint will be rejected.

Kind regards,

Tomas

Hello

Thomas

when I requested the payout, the bonus money was deleted from my balance, so the €300 was shown to me that I had canceled the bonus

Best regards

Hallo

Thomas

als ich die Auszahlung angefordert hatte wurde mir das Bonus Geld von meiner Balance gelöscht also die 300€ mir wurde angezeigt das ich den Bonus storniert hatte

Mit freundlichen Grüßen

Thank you for the information, Tobi1220sl.

And can you please tell me what happened with the 300 EUR after the bonus was cancelled?

Kind regards,

Tomas

So I deposited €300 with a 100% bonus so after depositing I had a total of €600 I played my way up until I had €3300 then I decided to withdraw some of the money a total of €2000 when I requested this withdrawal The €300 from the bonus was deleted from my player account and I was informed that I had canceled the bonus and I continued to play with the remaining €1000

Best regards

Tobi

Also ich habe 300€ eingezahlt mit einem 100% Bonus also hatte ich nach der Einzahlung gesamt 600€ Ich hab mich hochgespielt bis ich 3300€ hatte dann habe ich mich dazu entschieden ein Teil des Geldes auszubezahlen insgesamt 2000€ als ich diese Auszahlung beantragt habe wurden die 300€ von dem Bonus aus meinem spielerkonto gelöscht und mir wurde angezeigt das ich den Bonus storniert hätte und mit den restlichen 1000€ habe ich weitergespielt

Mit freundlichen Grüßen

Tobi

Dear Tobi1220sl,

The casino has provided evidence confirming that you have breached the terms and conditions of the bonus by repeatedly betting more than the maximum amount allowed. It is very common for casinos to place such limits and restrictions on bonuses, and while we feel it would be best if these restrictions are enforced by the casino software, this is currently not the industry standard.

The rule may have been broken accidentally, but the casino has acted in accordance with its terms and conditions (specifically clause 9 mentioned above) in this case and so I am afraid there is nothing more that can be achieved.

The complaint will now be rejected, I am sorry I could not be of more help on this occasion.

Kind regards,

Tomas