Thank you for your response, but this does not address the actual issue.
The problem is not that you “have rules”, but that these rules are applied in a misleading way. I was allowed to fully wager the bonus and continue playing until my balance reached approximately €6000. At no point was I prevented from playing or informed that my winnings would be limited to such a small amount.
Only when I attempted to withdraw, this restriction was enforced. This is exactly the issue: the limitation is not applied transparently during gameplay, but only afterwards when a player wins.
This creates a highly unfair situation and gives the impression that players are allowed to accumulate winnings that are later invalidated based on unclear terms.
I have already raised this formally and will proceed with further steps, including a chargeback and additional complaints, if this is not resolved properly.
I expect a concrete explanation and resolution, not a generic response.
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Amo Global SRL. Torre Mercedes, Office 32, Prospero Fernandez Highway, Escazu 10203, Costa Rica,
3-102-923350
