Casino Extreme - Se ha denegado el pago al jugador.

Was denied a 1705 usd payout because i used a deposit coupon for a free 200% that didnt allow any bets over 10 $ . I did place ONE bet over 10$ at the very end of the gaming session and it was an accident . The game went from 8$ bet to 12 $ bet and i didnt expect it too. Still was denied the winnings. After reasearch i found an article on trust pilot that the SAME mistake was made by a different player almost verbatim and they paid them !! Very unprofessional to be picking and choosing who gets the winnings. I will uplaid all documents now for validation

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Manthony,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

Our position on breaches of the maximum bet rule is explained in the Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is tomas@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Tomas

No no this is under unfair bonus term enforcement. U see in the trust pilot review U attached where a player did the same thing almost on the same day and was still payed out ? Thats unfair bonus term enforcement

Thanks for your reply.

The review you included and your current complaint are filed under different online casinos. We can only confront the casino regarding a maximum bet breach if we can review the game history. Kindly request it from support if you haven't done so already, and share the relevant records with me via email. I apologize for the inconvenience.

Dear Manthony,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru