The player's balance got voided for breaching the bonus conditions. The complaint was closed as the player stopped responding,
Asino Casino - The player's balance got voided.
Amount: €720
Asino Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Hello
I reclaim my entire deposits totaling €720 from Asino Casino.
I made several deposits there and clearly clicked NO BONUS on every deposit. Which is why I assume, of course, that I will not get any bonuses.
I like to buy bonus buys around €20 or €40.
It was only after my balance was zero that I realized that Asino Casino kept giving me bonuses worth €1.50 while I was playing. I was credited with the €1.50 a total of 11 times and of course each of these bonuses has a wagering requirement and a max bet, which of course I then violated.
The chat says I could simply issue the bonuses so that these VIP bonuses are credited to me. I didn't know about this though and any other casino will NEVER award bonuses without an acknowledgment. Having selected NO BONUS when making my deposits, I can safely assume that I will NOT receive any bonuses either. At least none that are simply credited to me.
So I never had a chance to win anything. Any subsequent deposit I made would never have resulted in a payout because the casino would then accuse me of violating their terms and conditions.
I certainly don't deposit real money if I can never win anything with it.
This is pure deception what the casino has done and want my money back. It is completely dishonest to credit bonuses without my consent and I have expressly selected NO BONUSES when making my deposits. The chat also cheekily claims that I switched something on and off again. That's not true. I just made a deposit and decided against bonuses. I have never adjusted anything in the menu. The fact that the sums are so small, €1.50 each time, also shows that the casino is acting with fraudulent intent.
I really hope you guys can help me and are not on the casino side. It's incredibly outrageous and I've never experienced anything like it.
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1 year ago
Hello jblummm,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Asino 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 is yes, since when exactly? Is there any way to prove that the bonus was not accepted by you and that the casino gave it to you without your knowledge? When was the last time you spoke to the casino and what was it about?
Please forward any relevant communication between you and the casino to nikolas.b@casino.guru.
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
Hello
Thanks for the feedback. I just sent you an email where you can see the chat history, the bonus overview with the €1.50 bonuses, my deposits and the deposit menu where you can clearly see that I always have no bonus selected.
The chat says I activated something which is just not true and the chat said I could have turned it off. How am I supposed to exhibit something I know nothing about?
It is completely unusual for a casino to simply post bonuses directly to an account without explicit consent.
And yes, my account has been verified since 17.06. I got blocked there, so no more access.
LG
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1 year ago
Hello jblummm,
Based on the casino's VIP system, the bonus cash received should be wager free. Can you please advise if you did lose all the balance or the casino voided your full balance? If the casino did, how much was your exact balance before they confiscated it?
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1 year ago
Translation
Hello
I lost the credit.
But you have to imagine it like this. I deposited and gambled and always played above the MAX bet because I was credited with at least a €1.50 bonus with every deposit. So, deposited again and again breached the terms etc. So I never really had a chance to win. I don't deposit money if I can never make a withdrawal.
No, these bonuses come with wagering requirements. I've already sent you screenshots where you can see that it says "sales fulfilled".
I selected "NO BONUS" on every deposit. Which means I'm assuming I don't get any bonuses. That a casino automatically credits bonuses is absolutely unusual and dubious.
I don't deposit several hundred euros every time and then have all my money voided by a €1.50 bonus.
LG
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1 year ago
Translation
Hello
It's now over 2 weeks. Is there any news now?
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1 year ago
Hello jblummm,
I'm sorry but if you did lose the money by your own there is absolutely nothing we or anyone can do. In such cases, you have to contact the casino right away if there is any error. If you did play and lost your balance it is simply lost and can't be reversed.
Is there anything else we could assist you with?
