Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked promotional terms, and this is what I found:
"Maximum bet allowed with bonus money or winnings derived from promotions is €10, except for Finnish players. Finnish players are allowed to bet a maximum of €5 with bonus money or winnings derived from promotions. Any winnings will be forfeited if any bet is placed at a higher amount than these amounts."
Our position is closely explained in Fair Gambling Codex /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, this is a different case, as this maximum allowed bet should only be applied to players from Finland. Laura, please could you forward your game history from the bonus play together with a link of the specific bonus that you have redeemed and played? My email address is [email protected]. If there is any relevant communication between you and the casino, please send it as well.
Thank you in advance for your reply.