Casino Club - Bonusové výhry hráče byly sníženy.

Hello, I've been working with this casino for almost half a year, so it started like this: I got 10 free games at (My Free Spins) and then always played up to € 75 and € 150 and then paid out and canceled again and continued playing

In the end, I didn't feel like it anymore and paid off. Then they transferred about 1050 € to me and after 2 weeks later they ask for 900 € back. And every time I went to the support chat, they always tell me: We are waiting for a response: and that for almost half a year

Hallo, Ich bin schon fast seid halben Jahr mit diesem Casino am beschäftigen also es fing so an: Hatte bei (Meine Freispiele) 10 Gratis Spiele Bekommen und mich dann immer auf 75€ 150€ Hochgespielt und dann ausgezahlt und wieder abgebrochen und weiter zu spielen

am Ende hab ich dann keine lust mehr gehabt und Ausgezahlt. dann Haben sie mir Ungefär 1050€ Überwiesen und nach 2 Wochen Später Verlangen sie 900€ Wieder Zurück. Und ich bin jedes mal in denn Support Chat gegangen sie sagen mir immer: Wir warten auf eine Rückmeldung: und dass schon fast ein halbes Jahr

Dear Smoke,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you have received a payment of €1,050 and later the casino requested €900 back? Could you please advise if you have deposited any funds into your account when redeeming promotional offer or it’s been a free one? If there’s any relevant communication between you and the casino, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

The free spins where I got on this site were free

Die Freispiele wo ich bekommen habe, auf dieser Seite waren Kostenlos 

Do I understand correctly that you have received a payment of €1,050 and later the casino requested €900 back?

Yes exactly.

Ja genau.

On what grounds the casino asks €900 back. I have carefully checked terms and conditions and didn’t find any maximum cash out for free spins bonus. Have you received any promotional email including specific rules for the bonus you have activated? 

So, I didn't deposit anything, I went to my free spins and suddenly there were 10 free games for 10 cents

Also, ich habe nix eingezahlt ich bin auf Meine Freispiele gegangen und da waren auf einmal 10 Gratis Spiele auf 10 Cent

Dear Smoke,

I’m very sorry but you haven’t answered any of my previous questions. Please check my earlier reply and try to assist. Please understand that all the requested information is essential if we wish to proceed with the case. 

On what grounds the casino asks €900 back. I have carefully checked terms and conditions and didn’t find any maximum cash out for free spins bonus. Have you received any promotional email including specific rules for the bonus you have activated? 

Yes, because you have transferred € 1050 to me, they ask for € 900 back and paid back the € 900 2 days ago because I actually only paid € 150.

And they spared me from the casino.

Ja weil sie mir 1050€ Überwiesen haben verlangen sie 900€ zurück habe vor 2 tagen die 900€ Zurückgezahlt da ich aber eigentlich nur 150€ ausgezahlt habe.

Und sie haben mich noch vom Casino gespeert.

You have returned €900 two days ago and they closed your account, is that correct?

Yes, I returned € 900, but they reopened my account

Ja ich hab wieder 900€ zurückgegeben, aber sie haben wieder mein Konto eröffnet

Your account is blocked, is that correct?

no can play there again

nein kann da wieder spielen

It looks like everything was sorted after the last payment got adjusted. How would you like to proceed with this case? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.

Dear Smoke,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.