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Hi

I accepted a bonus at gg.bet.

Since I couldn't find any information about the max cashout of the bonus, I asked the live chat that the bonus had a max cashout of 1050 euros, which was unfortunately not correct.

After successfully implementing the bonus, I had around 850 euros. 700 euros were deducted and I was then only able to pay out 150 euros.

the max cashout of the bonus was therefore 150 euros.

I contacted the casino about the case. They apologized and posted me a screenshoot where the max cashout can be seen after the bonus activation, but in the English version. I used the German client where the max cashout was not shown.

they only offered me 30 fs which is a joke in relation to a total loss of 700 euros.

Since I am not aware of any guilt and do not see the error at the casino and not with me (no information about max cashout in the promo description in German, live chat gave incorrect information about max cashout) I opened this case.

hallo

ich habe bei gg.bet einen bonus angenommen.

da ich keinen angaben zum max cashout des bonusses finden konnte fragte ich den livechat dieser sagte mir das der bonus ein max cashout von 1050 euro hat was leider nicht korrekt war.

nach erfolgreicher bonusumsetzung hatte ich circa 850 euro.mir wurden 700 euro abgezogen und ich konnte dann nur noch 150 euro auszahlen.

der max cashout des bonusses war also bei 150 euro.

ich kontaktierte das casino zu dem fall.sie entschuldigten sich und posteten mir ein screenshoot wo der max cashout nach bonusaktivierung zu sehen ist allerdings in der englischen version.ich nutzte den deutschen client wo der max cashout nicht zu sehen war.

sie boten mir lediglich 30 fs was im verhältnis zu 700 euro totalverlust ein witz ist.

da ich mir keiner schuld bewusst bin und den fehler beim casino sehe und nicht bei mir (keine angaben zum max cashout in der promo beschreibung in deutsch sprache,live chat gab falsche informationen zum max cashout)habe ich diesen fall eröffnet.

Dear fowi30,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please specify which exact bonus you have redeemed? I would like to check the terms and conditions. I have received your forwarded screenshot, unfortunately, I didn’t find Swintt bonus on the website. Could you please forward its link or promotional email that you have received? My email address is petronela.k@casino.guru.

Thank you very much in advance for your reply.

Best regards,

Petronela

there was no advertising email for it. I found the bonus under my messages in my gg.bet account

if you enter the bonus code: SWINTT on your personal my bonusses page you will see the conditions since I have already used the bonus, I can no longer see it the message bonus code has already been used.

I have already given you a screenshoot of the SWINTT bonus

this could be found under my personal messages in my gg bet account.

es gab keine werbe email dafür ich hatte den bonus gefunden unter meinen nachrichten in meinen gg.bet account

wenn sie den bonuscode:SWINTT bei der persönlichen my bonusses page eingeben sehen sie die konditionen da ich den bonus schon verwendet habe sehe ich es nicht mehr es kommt die meldung bonuscode wurde bereits verwendet.

ich habe ihnen aber bereits ein screenshoot des bonusses gegeben vom SWINTT bonus

dieses war unter meinen persönlichen nachrichten in meinen gg bet account zu finden.

Thank you very much, fowi30, for forwarding all the relevant communication. I wanted to check SWINTT bonus conditions, unfortunately, it seems that this specific promotion is not available anymore.

From the forwarded screenshots it seems like the maximum cash out was displayed when a player would activate the bonus.

I’m truly sorry but currently, is your word against the casino. Even if you’ve been informed falsely regarding the maximum cash out, I would call it an honest mistake and not an attempt to lure you in as the bonus was redeemed already at that point. Even if a live chat agent has provided incorrect information, the bonus terms and conditions prevail. 

I wish I could be of more help but I’m afraid there’s not much we can do for you in this case. 

maybe the max cashout could be seen in the english language version but not with the german language client. i can unfortunately no longer check it because i have already used this swintt bonus i didn't see anything so i contacted the live chat. I have already checked this by activating other bonuses with max cashout. Neither in the description of the promo nor after redeeming the bonus on the deposit page no max cashout information appears. neither in english nor in german there is no evidence of a max cashout. it was the same with me with the swintt bonus.

what should i do if i can't find any information about max cashout and the live chat gives me wrong information

German version:

English version:

In this case there is a max cashout of 250 euros as the live chat told me (if that's true, in my case it wasn't like that)

can you find max cashout information? at least not me.

also here you have to rely on what the live chat indicates.

in the terms it is stated that each bonus has different conditions (which should actually be in the description of the promo) here, too, there is no information about the max cashout of a bonus.

as you can see there is no other way to find out the max cashout than via live chat !!! and that's exactly what gave me wrong information

eventuell war der max cashout in der englischen sprachversion zu sehen aber nicht mit dem deutschen sprachclient.ich kann es leider nicht mehr überprüfen da ich diesen swintt bonus schon verwendet habe ich habe jedenfalls nix gesehen deswegen habe ich ja auch den livechat kontaktiert. ich habe das auch schon überprüft in dem ich andere bonusse mit max cashout aktiviert habe.weder in der promobeschreibung noch nach der einlösung des bonusses in der einzahlungsseite tauchen keine max cashout informationen auf. sowohl in englisch als auch in deutsch keine hinweise auf ein max cashout.genauso sah es auch bei mir bei dem swintt bonus aus.

was soll ich denn noch machen wenn ich keine informationen finde zum max cashout und der livechat mir falsche informationen gibt

deutscheversion:

englische version:

in diesem fall gibt es ein max cashout von 250 euro wie mir der livechat mitteilte (falls es denn stimmt in meinen fall war es nicht so )

finden sie eine max cashout information? ich jedenfalls nicht.

auch hier muss man sich wieder darauf verlassen was der livechat angibt.

in den terms steht das jeder bonus unterschiedliche bedingungen hat(die eigentlich in der promobeschreibung stehen sollten) auch hier findet man keine informationen zum max cashout eines bonusses.

wie sie sehen gibt es keine andere möglich als über den livechat den max cashout herauszufinden!!! und genau der hat mir falsche angaben gemacht

The terms and conditions mentioned above are for a different bonus. I'm really sorry but a screenshot from my last reply shows the maximum cash out for the correct bonus. I fully understand your frustration and point of view, but a mistake of a live chat agent doesn't change the terms and conditions. It is just unrealistic that you would get paid the full amount.

Is there any other option of how to resolve this issue to your satisfaction?

the screenshoot from your last answer was in english but i use the german language version and there was definitely nothing of a max cashout.

you can't even check it anymore because the bonus code doesn't work anymore

The other bonus that I posted is only there to show you by means of another bonus that there is no max cashout information here either and that it is no coincidence that max cashout information is concealed here.

and that was the case in my case even if the casino now claims the opposite

there was definitely no maxcashout information with the german game client otherwise I would not have contacted the live chat either

der screenshoot aus ihrer letzten antwort war in englisch ich nutze aber die deutsche sprachversion und dort stand definitiv nix von einen max cashout.

man kann es ja nicht mal mehr überprüfen da der bonuscode nicht mehr funktioniert

den anderen bonus den ich gepostet habe ist nur dazu da um ihnen anhand eines anderen bonus zu zeigen das es auch hier keine max cashout informationen gibt und das es kein zufall ist das hier max cashout informationen verschwiegen werden.

und das war in meinen fall auch so auch wenn das casino nun das gegenteil behauptet

es gab definitiv keine maxcashout information mit dem deutschen spielclient sonst hätte ich auch nicht den livechat kontaktiert

Thank you very much, fowi30, for your reply. I will now transfer your complaint to my colleague Peter 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. Meanwhile, we would like to give a chance to casino to defend their position.

Hi fowi30,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite GG. BET Casino to the conversation to participate in the resolution of this complaint.

I found another bonus offer and found the following after activating the bonus. In the English version, the max cashout is displayed in the German version, which I also don't use with the swintt

German version no max cashout information:

German version: max cashout information available:

Since I activated the German language for my bonus, I could not see the max cashout as can be seen here with this bonus. That is no coincidence.

ich habe ein andereres bonus angebot gefunden und folgendes festgestellt nach bonusaktivierung.in der englischen version wird der max cashout angezeigt in der deutschen version den auch ich auch bei dem swintt benutz habe nicht

deutsche version keine max cashout information:

englische version:max cashout information vorhanden:

da ich bei meinen bonus die deutsche sprache aktiviert habe konnte ich den max cashout nicht sehen wie auch hier bei diesem bonus zu sehen ist.das ist kein zufall.

Thank you fowi30 for your reply. It seems the casino doesn't translate the whole bonus terms to German. We would like to ask GG. BET Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hello Jörg!

Thank you for your request. We are sorry that the operator made a mistake during the consultation and indicated the incorrect sum of the maximum cashout. Inattention sometimes leads to such unpleasant situations, but we fully acknowledge our guilt in this case and have previously provided you 30 free spins as an apology.

Also, we would like to thank you for pointing out the lack of a full translation of the bonus conditions into German, we have corrected this misunderstanding and will gladly thank you for your help in the form of an individual offer. You will receive an e-mail with all the details to the e-mail address that you specified when you registered your account.

Best regards,

Veronica

Dear Jörg!

We have decided to charge 735 euros to your account as an apology.

Thank you for your patience!

And thank you all for your assistance in this matter.

Kind regards,

Veronica

Many thanks to gg bet and casino guru for clarifying the case

especially at gg bet it is not a matter of course that you will now pay me the full amount of the winnings that shows me that this casino has made an accommodating decision and in the interests of the player, many thanks

vielen dank gg bet und casino guru für die klärung des falls

vor allem bei gg bet es ist nicht selbstverständlich das sie mir jetzt die volle summe des gewinnes auszahlen das zeigt mir das dieses casino kulant entschieden hat und im sinne des spieler vielen dank

We're glad to help in solving the disputed issues, thank you for your cooperation!

Hi all,

Thank you Veronica for your help, it is much appreciated.

Dear Jörg,

I'm glad to hear that your issue was resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. 

Best regards,

Peter