The player from Germany had his winnings capped even if he's been informed previously that the maximum cashout is greater than the one applied at the end. Player’s complaint has been resolved successfully.
BlueChip Casino - Player’s winnings have been reduced.
Amount: €1,225
BlueChip Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Basically I would like to start by saying that I was actually very happy with the casino until this incident.
I had a HighRoller Bonus in my account for which the minimum deposit was €200. Unfortunately, the bonus conditions did not state how much the maximum conversion amount into real credit is after the bonus conversion.
For this reason, I contacted the support and they then wanted to inform me later by email because, as I said, it wasn't in the conditions and the support didn't know it either.
The bonus looked like this:
High deposit amount required, high maximum bet possible and a high bonus amount that can be received after depositing.
The answer from the casino looked like this a short time later:
Thus, the maximum conversion amount, which was not specified in the conditions, should be €17,361. Also fits for a HighRoller Bonus.
A short time later I asked the support again, who also confirmed this to me. I even asked again if it wasn't 1000€. The €1000 max
Bonus Amount, which is in the terms and conditions, was denied and I was told, as is to be expected, that it relates to the deposit. The answer:
At the latest with the message, it was clear to me that what is the maximum conversion amount for my bonus.
The messages are displayed twice, it must be a technical problem.
So I played and wagered the bonus. In the end I came up with an amount of €2,225.00.
After the implementation I only had 1000€.
So now €1,225.00 is missing.
I find that very unfair, because otherwise I would never have accepted this bonus.
The support is representative of the casino and you can't give me the wrong amount about 5 times and not give any in the terms.
Ultimately, it would only be fair if you then stick to what you say.
If it went through like that, I would just have been lured to deposit, I think that's a shame.
I am now even classified as a VIP customer at the casino, which is why it would be good for both sides to find a solution.
Otherwise, deposits and withdrawals always arrived quickly and I was more than satisfied with the selection of offers.
Only this situation upsets me so much because I was cheated.
Automatic translation:
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1 year ago
Dear Leons04,
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. Have you redeemed the same High Roller bonus in the past? Have you received the capped winnings already? Do I understand correctly that the bonus was available inside your casino account to be activated from your side (not sent to you by a third-party)?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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1 year ago
Translation
I had had the bonus before, but it never came to such amounts (no win or didn't make the wager). This was the first time that such an amount was raised.
Of course, I had the capped amount paid out to me. As always, the payout was very quick.
The bonus had to be selected when making a deposit and was then available in the bonus section.
Edited
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1 year ago
Hello, Leons04!
Thank you for your feedback and detailed explanation. We've made every effort to review the current situation and come up with a detailed answer.
We checked all the info and found out that the max win from the "Highroller" bonus is 1,000 EUR. We're so sorry you had to experience such a problem. Alas, mistakes happen to everyone. Unfortunately, we are not an exception. Our customer care manager made a mistake in checking the bonus conditions, which led to a huge misunderstanding.
You can be sure that we have already conducted a new training for our managers to prevent such troubles in the future. And for sure, we will add the info about the maximum winnings to the bonus conditions on our website.
We want to make amends for our faults. Hence, we've decided to add one more "Highroller" bonus of 100 EUR. You can already find this bonus in your Gaming Account. We really hope that you'll enjoy the game and can excuse us for this small oversight.
If you need further assistance or additional information about the bonus conditions, please do not hesitate to contact us by email customercare@bluechip.io, or by using the live chat feature on our website. Rest assured that our team will not let you down again!
Have a nice game!
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1 year ago
Dear BlueChip Casino team,
Do I understand correctly that the maximum cashout of €17,361 was confirmed not once, but twice to the player? Additionally, the maximum cashout wasn't mentioned in the official offer that has been available inside the player's account, is that right?
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1 year ago
Hello, Petronela!
In a detailed check, we found that the player was indeed given incorrect information several times. This inappropriate information led to such consequences. We acknowledge our mistake and apologize for the situation.
Our team is already working on fixing the bug on the site. We will do our best to make our players feel as comfortable as possible in the vastness of our online casino.
As for the amount that was subtracted under the bonus terms, we have decided to compensate the player for his fair winnings. We are for an honest and trusting relationship with the players. So we cannot ignore our own mistakes, which led to losing winnings.
Dear Leons04!
We want to inform you that your winnings of 1227.29 EUR have been returned to your account. Your money has been credited to the real balance of your Gaming Account and is ready for withdrawal.
Please accept our apologies once again. And thank you so much for your patience! We hope that this situation will not be a reason for you to be disappointed in our casino.
If you have additional questions, you can always contact us. Our team works 24/7.
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1 year ago
Translation
I have already received the amount or payment. All in all, I am very pleased that a compromise could be reached. I would like to thank Casino Guru, as well as BlueChip.
In addition, I left an honest review.
Otherwise the case can be closed.
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1 year ago
Thank you, BlueChip Casino, for your assistance.
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Leons04, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
