Candy Casino - Player’s bonus winnings were voided.

Ich habe bei candy casino mit aktiven bonus gespielt in den terms steht max bet 3 eu ich habe einmal ausversehen auf 3.6 gewettet weil ich währenddessen noch mit dem support am schreiben war und jetzt haben die alles gecancelt

Dear Realkings,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found (here):

„The maximum bet available with an active bonus is €3/ $3/ 200 RUB / 12 PLN / 4 AUD. If you violate this rule, the bonus and winnings from it will be canceled. The maximum withdrawal achieved within any deposit bonus or free spins is €1000 / $1000 / 75000 RUB / 4200 PLN / 1250 AUD, unless otherwise stated in the bonus description. Buying a bonus and free spins in the slot is also a bet."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet.

Please do not hesitate to forward your game history to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

ja muss den Support anfragen nach wettverlauf kann man leider nicht einsehen..ja habe die regeln gelesen nur wie gesagt ich habe nur einmal ausversehen den einsatz pber 3 eu gestellt

Wie stehen denn meine Chancen🙁 ich bin evht vom göauben abgefallen als ich sah das der gewinn stoniert wurde…war währenddessen mit dem support am Schreiben und war in gedanken und dann geschah das Missgeschick

Thank you, Realkings, for your reply. Could you please advise if the disputed bet of €3.60 was a winning one or if you lost it? Was it at the beginning of the bonus wagering or towards the end of your bonus game session?

Hallo ich habe wie gesagt mit bonus aufgeladen und habe damit gewonnen und währenddessen einmal eine drehung auf 3.6 gemacht die melden sich auch nicht wegen dem wettverlauf

Bis jetzt immer noch keine rückmeldung vom support wegen meiner wetthistorie😕 hier gehts um eine menge geld bitte um zilfe

Thank you very much, Realkings, for your reply. 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.  

Vielen dank

Hi Realkings,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Candy Casino to the conversation to participate in the resolution of this complaint.

Okai

Auch wenn ich nur ein teil bekomme wäre das toll weil wegen einmal ausversehen über dem erlaubten einsatz zu spielen sollte meiner meinung nach verziehen werden

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.

Hi Realkings,

I tried to get in touch with the casino repeatedly but had no success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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 Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority out there but it has more options and tools to help players. Let me know how they responded (peter.m@casino.guru). I wish I could be of more help.

Best regards

Peter