MadCasino - El jugador se enfrenta a un retraso en el retiro de fondos debido a un límite de retiro.

Hello, I used a 300% bonus from a streamer for the specified casino. With this bonus, I won a total of €14,000 and successfully wagered the required €12,000.

After completing the wagering requirements, I still had €5,000 in my account. The streamer had received information from the casino, specifically via the casino chat, that there was no maximum cashout limit for this bonus. To my knowledge, the bonus terms and conditions displayed to me upon participation also did not specify a maximum cashout limit.

However, I was informed that a maximum cashout limit applies and therefore part of my balance will not be paid out. I was also told that the terms and conditions for this promotion have changed. This change was neither displayed nor communicated to me before or when I accepted the bonus.

Therefore, I would like to know on what basis the maximum cashout is subsequently applied to my bonus and where this condition was clearly stated at the time of my participation.

I request that the case be reviewed again and that I be provided with the bonus conditions that were valid at the time I accepted the bonus.

Unfortunately, I gambled away the 5k again, but I didn't receive the 9k that I was entitled to.

Hallo, wir ich hatte einen 300-%-Bonus über einen Streamer für das angegebene Casino genutzt. Mit diesem Bonus habe ich insgesamt 14.000 € gewonnen und die erforderlichen 12.000 € erfolgreich durchgewagt.

Nach Abschluss des Wagerings hatte ich noch 5.000 € auf meinem Konto. Der Streamer hatte vom Casino bzw. im Casino-Chat die Information erhalten, dass es bei diesem Bonus keinen Max-Cashout gibt. Auch in den Bonus-AGB, die mir bei der Teilnahme angezeigt wurden, war meines Wissens nach kein Max-Cashout angegeben.

Nun wurde mir allerdings mitgeteilt, dass ein Max-Cashout gelten soll und deshalb ein Teil meines Guthabens nicht ausgezahlt wird. Mir wurde zudem gesagt, dass die Bedingungen für diese Aktion geändert worden seien. Diese Änderung wurde mir vor bzw. bei der Annahme des Bonus jedoch nirgends angezeigt oder mitgeteilt.

Daher möchte ich gerne wissen, auf welcher Grundlage der Max-Cashout nachträglich auf meinen Bonus angewendet wird und wo diese Bedingung zum Zeitpunkt meiner Teilnahme eindeutig angegeben war.

Ich bitte darum, den Fall noch einmal zu prüfen und mir die zum Zeitpunkt meiner Bonusannahme gültigen Bonusbedingungen vorzulegen.

leider habe ich die 5 k verspielt wieder aber die 9‘ k die mir zustehen ncijt bekommen

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to clarify the situation.

• Could you please send me a link or screenshot of the bonus you activated and played with? How did you find out about this bonus? Did the streamer provide a promotional code that you had to enter, or did they mention the promotion in one of their videos? Please provide as much detail as possible about the bonus you received.
• Am I correct in understanding that your balance was immediately and automatically capped at €5,000 after you completed the wagering requirements of the bonus?
• Also, please forward me the communication between you and the casino’s customer support regarding the cap applied to your winnings at veronika.f@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

There should have been 14k on it, but there were only 5k.

ol sollten eigentlich 14 k drauf sein und waren aber nur 5 k drauf

Thank you for your replies.

Do you have any communication or other evidence showing that the casino confirmed to the streamer that the bonus did not have a maximum winnings cap?

If so, please forward it to me at veronika.f@casino.guru so that we can review it as part of the investigation.

Thank you for your cooperation.

No proof, he was told via chat that there is no maximum cashout!

Ne Beweise keine ihm wurde per Chat bestätigt das es keinen Max cashout gibt !

Dear Alexx3

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello Alexx3,

My name is Michal, and I have now taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would now like to invite MadCasino to join this conversation.

Dear MadCasino,

Could you kindly clarify the circumstances surrounding the player’s use of the 300% promotional bonus?

Kindly provide the following information and supporting evidence:

• The complete promotional terms that were in effect when the player activated the bonus, including the date and version applicable at that time.
• The specific provision establishing the €5,000 maximum-winnings or cashout limit from the said bonus and evidence that this condition was clearly displayed to the player before the bonus was accepted.
• Clarification regarding the information allegedly provided by customer support that the terms had been changed and that a €5,000 limit applied specifically to this promotion.
• Confirmation of whether the streamer or affiliate promoting this bonus had been informed that no maximum-winnings limit applied.

Please also note that the player subsequently lost the remaining €5,000 through further gameplay. Therefore, the amount currently in dispute is the approximately €9,000 removed when the balance was capped.

You may send any sensitive supporting evidence to me privately at michal.k@casino.guru for an independent review.

Thank you in advance for your cooperation.

Hello,

Thank you for giving us the opportunity to address this matter.

At the time the bonus was activated, the applicable promotional terms were available on the relevant promotion page on our website. These included the following provision: "10. The maximum winnings from this bonus are €5000." The player had the opportunity to review the specific terms of the promotion prior to activating the bonus, and acceptance of the offer was subject to those terms.

The general Terms & Conditions are complemented by the specific terms applicable to individual promotions, which set out the particular conditions of each offer. In this case, the €5,000 maximum-winnings provision was expressly included in the promotional terms applicable to the bonus in question.

We have also reviewed the available communication with our Customer Support team. The records we have on file reflect that the €5,000 maximum-winnings condition was communicated to the player when the existence of such condition was inquired.

Regarding the information allegedly provided by third parties, we would like to note that the terms and conditions published on our website constitute the official source of information for our promotions. Players are expected to refer to the relevant promotion page before activating an offer in order to verify the applicable terms and conditions.

We would like to let you know that we've also sent additional information to the indicated email address, including the relevant information available for your review.

We remain available to provide the any further information if needed.

Best Regards,

The MadCasino Team

Hello,

I couldn't find anywhere that stated the 300% bonus was capped at €5000!

Show me a photo of where it is? It's nowhere near that on your website!

Of course I asked in the chat because I was surprised that there were only 5000 euros on the balance after the wage; it should have been 14000 euros.

When you win, they always do everything they can to avoid paying out!

Before depositing for the bonus, where does it say anything about a 5000k max? I don't see anything! Payouts!

hallo,

Das konnte ich nirgends einsehen wo das steht mit dem 300% Bonus das es auf 5000 Euro Max ist!

zeig mir ein Foto wo es steht ? Das steht nirgendwo annähernd auf eurer Seite !

Habe natürlich im Chat nachgefragt weil ich überrascht war weil nur 5000 Euro nach dem Wager drauf waren sollten ja 14000Euro sein

Wenn man gewonnen hat wird immer alles gemacht um nicht aus zu bezahlen!

vor der Einzahlung für den Bonus wo steht da was von 5000 k Max ! Sehe nichts! Zahlt aus !!!!!!!

Dear Alexx3,

Having reviewed the information and evidence currently available, it appears that the welcome bonus conditions in effect when you claimed the promotion differed from the present version and included a maximum winnings limit of €5,000.

Although the current welcome bonus terms may no longer contain this restriction, at least not for players from Germany, this would not invalidate the conditions that applied when you participated in the promotion. I also understand why you may have relied on the information provided by the streamer. However, unless it can be demonstrated that this information was officially authorised or confirmed by the casino—and no such evidence has been provided by you so far—the written bonus terms in effect at the relevant time generally remain the primary basis for assessing the matter. Ultimately, by claiming the bonus, you agreed to the casino’s applicable bonus rules rather than to statements made by the streamer or any other third party.

Nevertheless, a few points still require clarification. I will therefore await the additional information and supporting evidence from the casino team and review all the available materials before reaching a final conclusion.

Dear The MadCasino Team,

Thank you for your email and the information and evidence provided. I have responded back with some additional enquiries and am looking forward to your reply.

Good morning,

Yes, thank you in advance for your help and review!

Guten Morgen,

ja danke im voraus schon mal für die Hilfe und Überprüfung!

Hello, 

We have provided additional information to the indicated email address for your review. 

Thank you again for allowing us to clarify this matter further!

Warm regards,

The MadCasino Team

Dear The MadCasino Team,

Thank you for all the information and evidence provided.

Dear Alexx3,

After gathering and reviewing all the information and evidence, as an independent dispute mediator, I can confirm that the maximum winnings limit of €5,000 was indeed included in the actual bonus terms and conditions.

Your main argument, including in your live-chat conversations with the casino’s agents, was that the relevant limit was not included in the casino’s general Terms and Conditions. However, the general terms apply unless the specific terms governing a particular bonus provide otherwise. Where they differ, the specific bonus terms take precedence. In this case, the applicable bonus terms contained the relevant restriction.

As previously mentioned, I understand why you may have relied on the information provided by the streamer. Nevertheless, unless it can be demonstrated that the streamer’s statement was officially authorised or confirmed by the casino—and no such evidence has been provided—the written bonus terms in effect at the relevant time remain the governing contractual conditions and the primary basis for assessing the matter.

By claiming the bonus, you agreed to its applicable terms rather than to statements made by a streamer or another third party.

As the casino paid the winnings in accordance with the applicable bonus terms, I have not identified any wrongdoing or unfair treatment on its part.

For these reasons I have to close this case as Rejected.

For the future, it may be helpful to take some time to familiarise yourself with the bonus rules. If any conditions are unclear, the casino's support team can usually clarify them before you claim a bonus — this may help avoid similar misunderstandings.

Should you encounter issues with this or any other casino in the future feel free to reach out to us. We will be happy to assist in the scope of our role as an independent dispute mediator.

Kind regards,

Michal

Casino Guru