The player from Germany had their bonus winnings capped. The issue was successfully resolved, eventually, the player got paid in full.
Arlekin Casino - Player’s winnings have been reduced.
Amount: €853
Arlekin Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.6
Arlekin Casino has a Safety Index of 8.6, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Dear wolfram49,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I have checked the general bonus terms and conditions, and this is what I found (here):
English version:
"Bonus Terms
...
The maximum amount of winning obtained via each deposit bonus, including any deposit bonuses, weekly reload bonuses, cashback bonus, CPs, tournament winnings, local jackpots, loyalty bonuses and others is: EUR 10,000 / USD 10,000 / CAD 15,000 / NOK 100,000 / PLN 40,000 / NZD 15,000 / ZAR 160,000 / JPY 1,200,000, unless otherwise indicated. Winnings using bonus funds exceeding these values cannot be withdrawn and will be cancelled."
German version:
No maximum cashout for deposit bonuses is mentioned.
Could you please forward the original promotional offer to petronela.k@casino.guru? If the offer doesn't specify the maximum cashout then the general rules apply. Unfortunately, for the casino, it doesn't say that the maximum cashout should be €1,000.
Thank you in advance for your reply and I hope we will be able to help you as soon as possible.
Best regards,
Petronela
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2 years ago
Translation
I emailed them everything.
did you get everything?
Automatic translation:
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2 years ago
Thank you very much, wolfram49, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) 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.
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2 years ago
Translation
the winnings have now been fully credited to my gaming account. I will now try to pay everything
Automatic translation:
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2 years ago
Hi wolfram49,
I'm taking over your complaint. I'm glad to hear that your winnings were credited to your balance, let me know when you receive your withdrawal.
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2 years ago
Hi wolfram49,
I'm glad to hear that your issue got resolved and you received your winnings. 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
