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I utilized a 100% Non-Sticky-Bonus from a streamer at Simsino with a €105 deposit. This gave me €105 real money and €105 bonus money (€210 in total). I played for a while and ended up with €1860 from various slots.

I asked the chat to remove the €105 bonus balance so I could request a withdrawal. The amount available for withdrawal was €1755.

However, my withdrawal was then declined (see attached email) with the justification that I had played prohibited games with bonus money ("Wanted", "Reactoonz" and "The Dog House"). Consequently, all of my balance was removed, barring the initial deposit of €105, which amounted to negative €1650.

In my opinion, slots that should be blocked due to bonus money should be automatically blocked by their system (as it typically is with any other casino site).

I wrote to Simsino's customer support and was informed that I had violated their T&Cs. As small compensation, they offered a measly 20 free spins, after they effectively took €1650 from me.

Please examine the case, and thank you in advance!

ich habe bei Simsino einen 100% Non-Sticky-Bonus eines Streamers genutzt mit einer 105€ Einzahlung. Somit hatte ich 105Euro Echtgeld und 105Euro Bonusgeld (210 insgesamt). Ich habe eine ganze Weile gespielt und kam am Ende durch viele verschiedene Slots auf 1860Euro.

Ich habe den Chat gebeten mir das 105Euro Bonusguthaben zu streichen um eine Auszahlung zu beantragen. Der auszahlbare Betrag betrug 1755Euro.

Meine Auszahlung wurde dann abgelehnt (E-Mail befindet sich im Anhang) mit der Begründung, dass ich mit Bonusgeld verbotene Spiele gespielt habe ( "Wanted", "Reactoonz" und "The Dog House"). Mir wurde dann, bis auf die Einzahlung von 105Euro, jegliches Guthaben gestrichen (-1650Euro). 

Meines Erachtens nach sollten Slots die durch Bonusguthaben gesperrt sind, automatisch von deren System geblockt werden (wie man es normalerweise von jeder anderen Casino Seite kennt).

Ich habe mit dem Kundensupport von simsino geschrieben und mir wurde nur mitgeteilt, dass ich gegen die AGB's verstoßen hätte. Als kleinen Trost wollten Sie mir dann lausige 20 Freespins anbieten, nachdem Sie mir quasi 1650Euro genommen haben.

Bitte prüfen Sie den Fall und vielen Dank im voraus!

Hello hagensteinmetz20,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Simsino Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Were only the not allowed games the problem or anything beside that? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hello and thank you for your quick response.

I have been fully and successfully verified since April 3, 2024. The only problem described were the three games in question, which had not even made a profit.

I am currently no longer in contact with the casino. The last conversation with support was on Monday (April 8, 2024). Unfortunately, this was also unsuccessful. The issue was that I could not understand why the games were not explicitly mentioned and the games were all real money. I played these slots with withdrawable money.

Best regards

hagensteinmetz20

Hallo und danke für Ihre schnelle Reaktion.

Ich bin komplett und erfolgreich verifiziert seit dem 03.04.2024. Das einzige geschilderte Problem waren die drei besagten Spiele, welche sogar nicht einmal Profit gemacht hatten.

Aktuell stehe ich mit dem Casino nicht mehr in Kontakt. Das letzte Gespräch mit dem Support war am Montag (08.04.2024). Dies war auch leider erfolglos. Es ging darum, dass ich nicht verstehen konnte wieso nicht auf die Spiele explizit hingewiesen wurde und die Spiele alle im Echtgeld waren. Ich habe diese Slots mit auszahlbarem Geld gespielt.

Beste Grüße

hagensteinmetz20

Hello hagensteinmetz20,

Either way, if a bonus is active, the casino should ensure that the restricted games are not allowed to play. Is there any kind of communication with the casino where they mentioned that the restricted games were the issue? If yes, please forward it to nikolas.b@casino.guru.

Dear hagensteinmetz20,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello Nick,

I sent you the screenshots of the email.

best regards

Hagen

Hallo Nick,

ich habe dir die Screenshots der Email zukommen lassen.

beste Grüße

Hagen

Hello hagensteinmetz20 and thank you very much for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello hagensteinmetz20,

I'm Michal, and I've taken charge of your complaint. After reviewing your case, I must mention that due to the recent lack of cooperation from the casino in resolving complaints on our forum, the prospects of a favorable resolution to your complaint seem uncertain. Anyway, as my colleague Nick mentioned, our stance in a situation like this is that the casino should ensure that the restricted games are not allowed to play or if this can't be set by the casino system a popup notification should be displayed to the player before the player engage playing on restricted games.

I will still try to contact the casino to see if we can help.

We would like to invite Simsino Casino to join the conversation.

Dear Simsino Casino,

Can you please provide information on how the players are notified that a certain game is not allowed to be played while a bonus is active?

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear hagensteinmetz20,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Kahnawake Gaming Commission directly on their webpage here: https://gamingcommission.ca/interactive-gaming/complaints/ or via email at complaints@gamingcommission.ca and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru