Magic Red Casino - Hráč obdržel nechtěný bonus.

Hello,

I deposited 50 euros and received an unwanted bonus. I implemented it for 3 days to pay out a proud profit of 1200 euros. I then received the message that only a maximum of 500 euros profit will be paid out according to the bonus conditions. The remaining amount has been deleted. Even if this casino is legally on the safe side, because this is anchored somewhere in the conditions, I think that you should not distribute bonus money without asking and then not pay out the winnings. You should warn new customers about this.

Hallo,

ich habe 50 Euro einbezahlt und einen nicht gewollten Bonus erhalten. Habe diesen 3 Tage lang umgesetzt um einen stolzen Gewinn von 1200 Euro auszubezahlen. Hab dann die Nachricht erhalten das nur max. 500 Euro Gewinn ausbezahlt werden laut Bonusbedingungen. Restsumme wurde gelöscht. Auch wenn dieses Casino vielleicht rechtlich auf der sicheren Seite ist, weil dies irgendwo in den Bedingungen verankert ist, finde ich das man nicht ungefragt Bonusgelder verteilen sollte und dann die Gewinne nicht ausbezahlt. Davor sollte man Neukunden warnen.

Dear Freaky,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked general terms and conditions, and this is what I found https://fi.magicred.com/?game-category=0:

„Your chance to remove the bonus from your balance

You have the right to remove the bonus from your account if you have not started playing that bonus. You can remove such a bonus manually from "My Game Account" or by contacting customer service."

Could you please advise if you have tried to communicate a possibility to opt-out from any promotional offers with the casino prior to any bets were placed?

Thank you in advance for your reply. Please let us know if this advice was helpful.

Best regards,

Petronela

Hello, first of all thanks for the answer and the effort.

I had no contact with support at all, only after I received the email that I was only allowed to withdraw 500 euros. I then used the credit for 3 days until I finally had 1200 euros ready to be paid out. I then applied for payments of 1100 euros and a short time later another 100 euros. In support I was told several times that a sum of 500 euros would also be nice.

The question is, why do I meet all bonus conditions (35x wagering) and then I am not entitled to the profit. And why are players not shown the option of a bonus or not visually when making a deposit?

Best wishes

Hallo, vielen Dank erstmal für die Antwort und Mühe.

Ich hatte keinerlei Kontakt mit dem Support, erst nachdem ich die E-Mail erhalten habe, dass ich nur 500 Euro Auszahlen darf. Ich habe 3 Tage lang dann das Guthaben eingesetzt bis ich schlussendlich 1200 Euro zur Auszahlung bereit hatte. Ich habe dann Auszahlungen von 1100,- Euro beantragt und kurze Zeit später nochmal 100.- Euro. Im Support hat man mir mehrfach gesagt das eine Summe von 500 Euro doch auch schön wäre.

Die Frage ist halt, warum erfülle ich alle Bonusbedingungen (35x umsetzten) und habe dann doch kein Anspruch auf den Gewinn. Und warum werden Spieler nicht direkt bei der Einzahlung die Option auf Bonus oder nicht sichtlich dargestellt.

Viele Grüße

It is nothing unusual to apply maximum cash out on the bonus play.

Furthermore, automatically applied bonuses are convenient for many players, you wouldn’t believe how many complaints we receive stating that a promotional offer hasn’t been activated immediately after depositing funds.

Could you please advise if your withdrawal of  €500 has been requested and approved already? Thank you.

Yes, the withdrawal has been requested and approved today.

I've tried many casinos, but I've never seen anything like it. But since everything is apparently allowed, I will have to accept this.

I thank you for the help and now just hope that at least the 500 euros arrive.

Ja, die Auszahlung wurde beantragt und heute genehmigt.

ich habe schon viele Casinos getestet, aber sowas noch nie erlebt. Da dies aber scheinbar alles erlaubt ist, werde ich dies akzeptieren müssen.

Ich danke euch für die Hilfe und hoffe jetzt einfach das wenigstens die 500 Euro ankommen.

I will leave this complaint opened until your further confirmation regarding successful withdrawal. Please keep me informed. Thank you very much in advance.

Hello Freaky,

Have there been any developments since our last conversation?

Hello,

I have received the payment of 500 euros.

But I stick to my opinion that adding bonuses without asking should be prohibited. I won 1200 euros and only get 500 euros. But as long as such tricks are allowed ...

Hallo,

die Auszahlung von 500 Euro habe ich erhalten.

Aber ich bleibe bei meiner Meinung, ungefragt Bonus hinzufügen sollte verboten werden. Ich habe 1200 Euro gewonnen und bekomme nur 500 Euro. Aber solange solche Tricks erlaubt sind...

I'm happy that you've received your winnings however, we can't pursuit this case as the rest of the winnings has been capped justly.

We’ve rejected this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.