ParkLane Casino - Las ganancias del jugador han sido canceladas.

Hello, got 5 euro bonus from this casino. And also played around the wager until I could make the payout. Then I get an email. The payment was rejected and I will not get the money back. So what is that? Don't understand why and I'm told a reason. Can you help me?

Sincerely yours

MH***

Hallo,, habe von diesem Casino aus 5 Euro Bonus bekommen. Und auch umspielt den Wager bis ich die Auszahlung tätigen konnte. Dann bekomme ich eine Email. Das die Auszahlung abgelehnt wurde und ich das Geld nicht wieder bekomme. Was ist das denn? Verstehe nicht warum und bekomme eine Gründe gesagt. Können sie mir weiterhelfen?

Mit freundlichen Grüssen

M.H***

Dear Mchoffi,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I see that you have been accused of breaching the maximum allowed bet. I checked the T&Cs and I found this:

"9.1.2.2. Bonus Betting Rules:

Placing wagers that are 30% or more then the value of the bonus (the smallest one among them) currently in play within the bonus wagering requirements are fulfilled.

Placing total bets equal to or greater than 30% of the value of the smallest Cashback Bonus currently in play.

Purchasing in-game features including but not limited to free spins with a total bet amount of 30% or greater than the value of the deposit or bonus (the smallest one among them) currently in play.

Switching the game category from Slots to Table or Other games while placing bets using the bonus amount before the bonus wagering requirements are filled.

Placing total bets equal to or greater than 30% of the sum of the comp points redeemed.

Bets equal to zero, hedge betting or low margin bets. They will all be considered as Irregular Play."

Are you aware of breaching the maximum allowed bet? Did you purchase any in-game features while having an active bonus?

Also, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Looking forward to hearing from you.

Best regards,

Kristina

Have replied to you via your email.

Habe Ihnen über Ihre Email geantwortet.

Thank you for your email, Mchoffi. Unfortunately, a lot of casinos prohibit or otherwise limit purchasing in-game features and warn players only via bonus T&Cs, because they cannot enforce it on a software level.

Could you please clarify how much bonus money you received? Also, please, forward me your game history from bonus play. You can send the game history to kristina.s@casino.guru.

Additionally, I would like to ask you to reply to your submitted complaint inside the existing thread and not by sending emails, unless you’d like to forward any relevant communication or other supporting evidence. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. Your cooperation in this matter is highly appreciated. 

Dear Mchoffi,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.