The player from Germany had an issue with a deposit of 50 Euros from his N26 account to an online casino. The deposit had been rejected by the casino without any explanation, and the funds were not credited to his player account. The player had to contact his payment provider to get the money returned. The player reported the issue to us, and we had suggested he wait for the payment provider’s investigation.

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The player had argued that he used a deposit bonus, not a free bonus, and there should have been no max win limit. The player had been advised to thoroughly review bonus terms and conditions in the future to prevent similar issues. The complaint had been classified as rejected – Unjustified as the casino acted in accordance with the casino’s bonus terms and conditions. After considering all information, the Complaints Team concluded that the casino’s actions were justified under its bonus terms, leading to the rejection of the player’s complaint. When evaluating online casinos, we meticulously analyze each casino’s Terms and Conditions with the aim to assess their fairness level.

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