Casinoin - Hráč se snaží vybrat své výhry.

Hi,

I used the deposit bonus. Unfortunately, I lost this until my account showed EUR 0.00. Then I deposited € 100 and lost it. A little later then another 100 €. With this I won 1300 € and wanted to withdraw it. The casino thinks it is bonus money even though the bonus has already been gambled away. I was justified in the chat with the fact that the system sometimes deletes the bonus too slowly. I don't think that's very player-friendly, if not a cheating. I didn't get a bonus for the € 100 deposit, so the winnings shouldn't be bonus money.

Many greetings

F.

Hallo,

Ich habe den Einzahlungbonus in Anspruch genommen. Diesen habe ich leider verloren, bis mein Konto 0,00 Euro aufwies. Danach habe ich 100€ eingezahlt und verloren. Etwas später dann noch einmal 100€. Mit diesen habe ich dann 1300€ gewonnen und wollte diese Auszahlen lassen. Das Casino meint es wäre Bonus Geld, obwohl der Bonus schon verspielt war. Dies wurde mir im Chat damit begründet, dass das System manchmal den Bonus zu langsam löscht. Ich finde das ist nicht sehr spielerfreundlich, wenn nicht sogar Betrug. Ich habe für die 100€ der Einzahlung keinen Bonus erhalten, deshalb sollte der Gewinn auch nicht Bonus Geld sein.

Viele Grüße

F.

Dear Swippipp,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation resolving this issue, but, before we do so, could you please forward your game and bonus histories along with any relevant communication to petronela.k@casino.guru? Could you please clarify if your winnings have been cancelled, capped, or you’re not simply allowed to place a withdrawal request?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Thank you for your response. I've sent you an eMail with the requested Information. There was no money deleted, i just cant withdraw it, because it is shown as Bonus money. But it clearly results from a no Bonus Deposit.

Greetings

Thank you very much, Swippipp, for providing all the necessary information via email. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you for helping me in this case. I've found similar cases here and on askgamblers. I hope on positive feedback from the casino. As you can see in my transaction I got the welcome bonus and lost everything. At 17:42 my account was empty and the bonus should have been voided. But instead it was still active and used on winnings of later Deposits. This is not my fault as I considered the bonus to be completed after having 0 balance.

I would like to ask Casinoin to join us and help us resolve the player's issue.

We haven't receive any answer from the casino yet. Please note if we won't get any respond within the next 7 days, the complaint will be closed as unresolved which could lead to casino's rating deduction.

Hello.

We are very sorry to hear about your experience.

However it is written in the Bonus Rules on the website that while the bonus is active, winnings are credited to the bonus account, and you can always check the bonus status in the Bonus section.

As it was already communicated to you by one of our Support representatives, when the bonus balance is 0, the bonus will be automatically deactivated within the next few hours. Since it's automatically set up this way, we can't change.

Considering the fact that the status of the bonus is available to check any moment, you just need to wait for a while. If you don't want to wait, you can always reach out to the Support team who will cancel it manually for you.

Please keep this in mind if you continue to play with us and participate further in promotions.

You can always contact our Support team (24/7) if you have any questions or concerns how the promotions work.

Kind regards.

Dear Swippipp,

Is your balance still active as bonus money? Did you try to ask the casino's customer support to change it?

Please let us know any update regarding the case.

Hi,

I have now gambled away the bonus money. I find the casino's answer more than inadequate. I contacted the chat and a conversion was not possible. The fact that the credit is not automatically free as soon as the bonus is 0 is very unfair. I will not play there anymore and I cannot understand your positive evaluation.

Many greetings

Hallo,

Ich habe das Bonus Geld jetzt verspielt. Die Antwort des Casinos empfinde ich mehr als ungenügend. Ich habe den Chat kontaktiert und eine Umwandlung war nicht möglich. Dass das Guthaben nicht automatisch frei ist, sobald der Bonus auf 0 ist ist sehr unfair. Ich werde dort nicht mehr spielen und kann ihre Positive Bewertung nicht nachvollziehen.

Viele Grüße

Dear Swippipp,

Sometimes it takes longer time to solve a complaint that's why we usualy recommend players to be patient. Now, as you have gambled aways the money there isn't any possibility to help you out. Our rating are created based on many aspect and we can't reduce it based on an unfinished complaint. Please do not hesitate to contact us if you will come across any trouble in the future, we will glady try to help.

Best regards,

Nick

Casino.guru