Ricardo's Casino - Výhry hráčů byly částečně zabaveny.

I want to caution you about this casino. I participated in two tournaments with 500k and 700k, respectively. I won a credit bonus of €30.14. I then turned those 30 euros into over 700 euros and requested a withdrawal of 600 euros.

After 18 days, I checked my player account and saw that the 600 euro withdrawal had been cancelled, with only 270 euros approved for payout.

When I inquired why only 270€ was being paid out, I was told that my winnings had come from a bonus.

All bonus games etc. offered in this casino have a limit and come with terms and conditions. However, I have screenshots proving that it was indeed a credit and not a bonus...

Ich möchte vor dem Casino warnen..Ich habe bei einem 500 k und 700 k Turnier mitgemacht..Habe ein Guthaben Gewinn von 30,14€ gewonnen..Aus diesen 30 Euro habe ich über 700 Euro gewonnen..Habe eine Auszahlung von 600 beantragt..

Nach 18 Tagen habe ich auf mein Spieler Konto geschaut und habe gesehen das die 600 Euro storniert wurden und nur 270 Euro als Auszahlung genehmigt wurde..

Auf Anfrage warum nur 270 € ausgezahlt werden kam die Antwort das ich den Gewinn mit einem Bonus gewonnen hätte...

Alle Bonus Spiele ect die in diesen Casino gegeben werden haben ein Limit und sind an Bedingungen gebunden das ..Ich habe alle Screenshots die beweisen daß es ein Guthaben war und kein Bonus ...

Dear Chris1979,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Can you confirm whether there was an entry fee for those tournaments or if they were free to enter?
• Am I correct in understanding that your winnings were accumulated through credits won in the tournaments?

If there’s any relevant communication, please forward it along with a screenshot of your bonus and cashier history to petronela.k@casino.guru.

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

I won 30.14 euros in this tournament. These were paid out as credit to the player account in the casino.

There were no fees or the more money you wagered in this tournament, the more tournament tickets you got.

Normally, if there were conditions, these would have been advertised. And I wouldn't have been able to apply for a payout of 600 euros if there were conditions attached, which wasn't the case.

I have always had good experiences with this casino. I was often in contact with customer service when it came to deposits that were not booked.

Es waren 30,14 Euro die ich gewonnen hatte in diesen Turnier..Diese wurden als Guthaben ausgezahlt auf das Spielerkonto im Casino..

Es gab keine Gebühren oder der gleichen Jeh mehr Geld man bei diesen Turnier eingesetzt hat desto mehr Turnier Lose hat man bekommen.

Normal ist:wenn es Bedingungen geben würde wären diese Ausgeschriebene gewesen .Und ich hätte auch keine Auszahlung von 600 Euro beantragen können wenn es an Bedingungen geknüpft wäre,was nicht der Fall war..

Ich habe sonst immer gute Erfahrungen mit diesen Casino gemacht..War oft im Kontakt mit dem Kundenservice wenn es um nicht gebuchte einzahlen ging..

Here again the canceled €600 (cancelled by the casino) and the payout of €270

Hier nochmal einmal die stornierten 600 €( storniert von Casino) und die Auszahlung von 270€

Thank you, Chris1979, for your reply. Do I understand correctly that those tournaments were free to enter?

Yes, it was free. So you got 1 ticket for every 1 euro spin. This is what the tournament looked like..

Ja sie war kostenlos..Also man hat pro 1 Euro umdrehung 1 Los bekommen.So sah das Turnier aus..

Certainly, let me summarize. You won $30 from free tournaments. Instead of making a withdrawal, you chose to continue playing and requested a withdrawal of $600. Your winnings were limited to $270, and the remaining balance was confiscated.

• Could you kindly confirm whether the $30 was reflected in your account as real money balance or as bonus funds?

Thank you.

Hello...If it had been a bonus credit it would have been subject to conditions. This was not the case. It was a credit. Payout didn't work because payout is only possible from 100 euros.

Yes, I turned the 30 (real credit) euros into 700..Paid out 600 and lost 100..

The 600 was canceled to 270...Saying it would have been a bonus...

Kind regards Christian

Guten Tag...Wenn es ein Bonus Guthaben gewesen wäre wäre es an Bedingungen geknüpft .Dieses war nicht der fall.ea war ein Guthaben . Auszahlung ging nicht da eine Auszahlung nur ab 100 Euro möglich ist..

Ja ich habe aus den 30(Echtguthaben )Euro 700 gemacht..600 auszahlen und 100 verspielt..

Die 600 wurden auf 270 storniert..Mit der Aussage es wäre ein Bonus gewesen...

Freundliche Grüße Christian

Thank you, Chris1979, for the clarification. I have checked the general terms and conditions, and this is what I found (here):

4.4. All cashback promotions carry a wagering requirement of 1X. Players cannot withdraw a cashback bonus until the sum of the cashback is wagered in full. All cashback money is restricted to a maximum withdrawal limit of 10X the cashback amount. This includes cashback awarded as 'gifts', 'comps' or 'free chips'. The Casino reserves the right to deduct Cashback money from a pending withdrawal

I think that after winning $30 from the tournaments (where these tournaments functioned as a cashback bonus due to earning tickets for every euro spent) and proceeding to play with that amount, this rule was enforced to limit your winnings at the conclusion of your gaming session.

Would you agree that the winnings were capped justly?

OK..So it's understandable..then please close the case..Will delete my negative review...

Thank you for explaining it to me clearly..

Kind regards Christian

OK..So ist es verständlich..dann kann der Fall bitte geschlossen werden..Werde meine negative Bewertung löschen...

Danke das sie es mir verständlich erklärt haben..

Freundliche Grüße Christian

I wish I could be of more help but I'm happy that I could explain it to you. Bonus rules may be sometimes really confusing.

I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.