Casdep Casino - Player's winnings have been confiscated.

Hi

I deposited $20 to receive a bonus of $100 I was to wager it out and then can withdraw the winnings. While playing my bonus I won a grand jackpot of $3000, then when my wager was done they took all my winnings and left me with $200, is that correct and fair as it never states if a jackpot us won while playng a bonus.

Please can you help me.

Thank you

Tina

I have a screenshot of my winnings and the jackpot win.

Dear Otepoti07,

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. Do I understand correctly that the casino confiscated your winnings because you played a restricted game?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

Hi there

Thank you for helping me, I really appreciate this.

No they took my winnings, because they said this is part of the terms and conditons, when you deposit $20 you must see out the wager and then you will receive 10% back of the winnings. It never mentions if you win a jackpot that this is included as part of the conditions.

I won the $3000 on & Pharaohs & Daughter Fire Blaze Game, which is a bonus game.

I hope this help see a clearer picture.

Thank you

Tina

Hi there

Are you able to help me as I have not had a response.

Thank you

Hi Kristina

Are you able to guide me, or is there anything I can do to move this case forward.

Thank you

Tina

Thank you for your reply, Otepoti07. Unfortunately, you haven't sent me the communication between you and the casino I asked for. Could you please forward it as soon as possible? I would like to see the casino's explanation regarding this situation.

Hi there

I have emailed you their response.

Thank you

Hi Kristina

Are we able to move forward & invite the Casino to the conversation, I sent you an email 3 days ago from the casino.

Please Help.

Hello Kristina

How's it going, can I help in anyway, did u receive my email from the casino.

Love to hear from you.

Thank you

Hi Guru

Can you please let me know what else you require or anything else I can help with.

Thank you

Ok, I understand now that your winnings have been reduced. I checked the bonus T&Cs and I found this:

"5.19. Conversion of the bonus balance to the cash balance resulting from completing requirements of a bonus or free spins (or a combination of bonus and free spins) for the deposit will be limited to the maximum value of 10 times the amount of deposit. For example, if You claim a particular bonus offer by depositing 50 EUR, Your maximum conversion of the bonus balance to the cash balance from that particular bonus offer will be limited to 500 EUR. Any winnings exceeding the limit will be forfeited. For the Players' convenience, the adjustment of the balance to these limits, if necessary, will be done automatically by the system when the conversion of the bonus balance to the cash balance is made."

Unfortunately, some bonuses have a maximum cashout limit and it is not important which games you played. I completely understand your frustration, but we are not able to help in this case. Casinos can design their bonus terms as they wish and a rule like this is not unfair. As long as the casino is transparent and shares this rule in the bonus terms, there is nothing we can do.

Please, let me know if there is anything else I could help you with, or if I have overlooked something, otherwise, I will be forced to close this complaint. Thank you for your understanding.

Wow, it's ashame that they don't include jackpot wins in the bonus terms as it is not clear?

As it does not stipulate this?

All it says is winnings, but jackpot wins are a different category you would think?

It needs to be clearer.

Thank you

Please understand that as long as the bonus is active the bonus rules apply. The casino doesn't have to name any games if bonus rules are valid for all games. I am sure you will agree with me that it is easier for players if they do not have to check each game before they play it. I understand your frustration, but there is not much we can do in a case like this because the casino limited your winnings in compliance with their bonus terms.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.