CasiGO Casino - Player’s bonus winnings have been voided.

Hi team , 

I really need your help with a withdrawl

problem and I am 100 % sure I am in my right to receive the fund ..let me explain my issue …

Actually it is concerning 3 casinos with I accessed after reading the good rating on Your site casino guru 

it concerns 

captain spin casino for a withdrawal of 4000

Casigo casino for a withdrawal of 4500 eur 

Miami dice casino for an amount of 1800 eur 

total amount 10300 eur 

last weekend I was very lucky in wining above amounts in these 3 casino and I made the withdrawal after finishing the welcome bonus wager successfully 

Monday and today all 3 casinos reacted with an email and all 3 send same email with next text : 

Your account has been found to be in breach of clause 9 of the Promotional Terms associated with the welcome offer:

Clause 9 - The maximum bet allowed while the Welcome Bonus is in play is EUR 5. Should You bet higher than this while the Welcome bonus is in play, the Casino reserves the right to confiscate all winnings.

Therefore, your withdrawal has been canceled, your winnings have been confiscated and your deposit of EUR 300 has been returned to your gaming account.

let me tell you first of all : I am fully aware of not playing more than 5 eur when the bonus is active . You don’t need to point out that rule as I was playing with bets of 2,50 and 5 eur and I was continuous checking if the wager was completed during my play 

I only played with 2,50

and 5 eur … again I was fully aware of the max play of 5 eur when bonus is active .

the reason why all 3 casinos found the breach of because of a game I played and won : the game is :big spinner 

in this game I was betting the whole time 2,50 and 5 eur on autoplay…it is a game with a wheel of fortune which you can enter when you win a prize. Let me give you an example :

when betting 5 eur on auto play and you win for example 50 eur ,your 50 eur will be loaded in the wheel of fortune where if 2 of more scatters appear you can spin the wheel..only what happens is the bet doubles

to 10 eur and you cannot change that . It changes automatically to 10 eur and when your 50 eur you won in the downgame goes to zero , it again changes back to 5 eur . 

same things happens when playing with 2,50 bet and when you win .. the spins at the wheel of fortune goes to 5 eur .. you cannot changes this . It changes back again to your initial betting when the funds at the top game drops to 0

you can see this your self by playing the game in demo and see what happens when your bet is 5 eur and you win Prize 

Please check next link https://www.nederlandseonlinecasino.nl/casinospellen/online-gokkasten/big-spinner/

again I am fully aware of the maximim

bet of 5 eur when bonus is in play 

the casinos should also be aware of this and we should be protected by this as our bet was not more than 5 eur 

I really need you help in this and it is al lot of money . I can see that all three casinos have good rating here which was the reason I started to play 

I hope the casinos also will investigate this and will notice that every player with intention to play max 5 eur at big spinner will be trapped by this.

above text is related to casigo but I have exactly the same problem with 

captain spins casino for an amount of 4000

and Miami dice casino for an amount of 1800 eur 

so I don’t no if you will be creating 3 different tickets for me 

what I think is that the cooperate with each other as I received 3 times same email on same day for my rejection of my 3 withdrawls and I also think that it is the same person who has reviewed my withdrawals 

dear casino guru , I hope you will do my best for me to help me receive my funds from these 3 casinos as it is a total of 10300 eur and my betting was never higher than 5 eur 

I can send you all proof of you want and explain also

the problem of the big spinner game which you also can see on the acount game history and how the beating increased to 10 after winning with 5 eur bet 

I really hope you will protect the player in this case as I noticed all 3 casinos have good ratings on your site 

thanks and regards

Dear Nasnas76,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration.

https://www.casigo.com/promoterms:

„"Irregular play" includes, but is not limited to, any one of the following types of play:

• Placing single bets in excess of 20% of the value of the bonus credited to your account until such time as the wagering requirements for that bonus have been met unless otherwise stated. For example, if you received a bonus of €200, then the maximum bet that can be placed is €40. The 20% rule does not apply if the bet size is less than €5"

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

Could you please advise how much was the bonus amount credited to your account?

Additionally, please do not hesitate to forward your game and bonus histories along with any relevant communication 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 and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi

I won the money with my 3 rd deposit

I deposit 100 and got procent bonus which was 75do total amount 175

I have checked the whole game history and again no bets of more than 5 eur were placed during bonus in play

this has to do with the game called big spinner where you bet automatic doubles

when playing at top spinner when prize is won

I have added the screenshot of the account history . Here you can see that the betting is 5 eur and then there is a credit of 80eur which I won in the downplay.. after that you see the betting change to 10 eur in bigspinner topplay where you can turn the wheel of the spinner when 2 scatters appear …

the casino should exclude these games from the bonus play or they should pre warn you that the betting should be 2,50 because of the automatic double betting when you win prize .

it can not be that when player is aware of betting no more than 5 eur and plays a game that automatically changes the bet to 10 eur is in breach 

this is very misleading and I hope the casino will get to the same conclusion and pay me the 4000 I won 

I fully understand when the casino does not pay out to players who are in breach because they played with higher bet than 5 eur , but as you can see in the screenshots I did not do 

Thank you very much, Nasnas76, for your reply. I’m afraid we’ve reached a stage where I’m not able to help you any more with this case. Unfortunately, casinos from this group refuse to cooperate and comment on any complaints due to strict GDPR regulations.

Therefore, we recommend players contacting the Licensing Authority directly and use this complaint as a reference. You can file an official complaint against MGA-licensed Online Casinos through the following link https://www.mga.org.mt/support/online-gaming-support/. 

Anyhow, I can assure you that the time you’ve invested in this thread won’t be wasted as before filing an official complaint with the Licensing Authority, you need to reach out to an independent negotiator, which you did.

Please let me know if you decide to contact the Licensing Authority and our assistance will be needed.

Sorry , I totally not agree with your comment !

you say the casino refuses to comment ! I do not agree on that .. I can see in other cases that they have reacted !

I think it is a poor answer you gave me after all my effort I did in this complaint

You did not even ask the casino to step in and ask them for an explanation.

I can see they have 0 unresolved cases. Well than they can also resolve this one

and if they casino refuses to reply you should mark this as unresolved and give them black points.

why are you stepping so easy off this case. What is the use of this casino . This is a case where you should have stepped in and help the player instead of saying I can’t help you

I also noticed that you do not reply to my questions I ask . It is just like you are sending atomatic answers.

the reason I played on this casino is because I find on your site that they are an excellent casino.

normally I see you transfer the case to your collegeau and now you are just saying : I can’t help you because this group will not reply , Ok why not try and if they do not reply give them black point as they still don’t have any

this complaint is a case where you should have stepped in and at least did some effort to contact the casino . I can see in other cases that you have contact with them

Hope you will still try to solve my case so other players and I will also see the benefit of this site where players are helped when they have problem with casino

thanks

I do apologize, Nasnas76. Since we had this casino marked as "No Reaction Policy" in our system I wanted to help as much as I could by advising you to contact the Licensing Authority.

However, you are absolutely right, and the casino communicates and assists with resolving problems.

Therefore, I have updated our note next to the casino’s contact and would kindly ask you to accept my sincere apology.

I will now transfer your complaint to my colleague Matej 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.

Hello Nasnas76.

I am one more time sorry to hear about your troubles.

I would like to invite the casino representative into the case.

Would you please check the Nasnas76 posts and explain to us whats happened?

(we have three complaints about the same issue from this player one on each of yours casino)

We would like to ask CasiGO 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’.

Hello Nasnas76.

The casino presented evidence about your gameplay. We will be talking about your case on Wednesday and decide what to do next.

Ok thank you matej

btw do you understand what happened

let me explain you /

the game big spinner when you bet 5 eur on auto play and you win for example 50 eur then you can play at the big spinner up game

when 2 scatters appear you turn the wheel of fortune to win prizes.. only the betting on this upper game goes to 10 eur.

and that’s exactly what the casino has taken as proof ,

every player who plays this game shall be in breach when betting 5 eur.

I hope you will fight for us and I can have my winnings paid out

I just went to the 231 pages of account history … all the 10 eur bettings you see are related to the big spinner game story I explained several times above …. No initial betting of more than 2,50 or 5 eur..

I also sent you an email matej with a movie of the game

Hello Nasnas76, 

In the last few days, we have discussed your case with the casino via Skype.

We went through all the possibilities and analyzed your game log. The casino will soon write their decision here.

Please be patient.

Dear matej

I really appreciate your help

only I am confused now because if you say you are still in conversation with the casino .. the casino has sent me an email on the 26 th of august saying after review they still say I was I. Breach an d the decision to confiscate the money was correct without explanation or something and I received 3 emails for all three casinos

I really appreciate your help in this , and hope you can convince the casino that the issue we have with the game breach is nothing the player can do about it

only the time you spend discussing is already obvious and can be seen as proof something is not good here and the player should be protected

but I was wondering what was your opinion about this as you are saying the casino will take decission, but what is the advise casinoguru gave to tue casino

thank you very much matej and hope you will bring me good news

I am patient thank you

This case is connected with: https://casino.guru/captain-spins-casino-player-s-bonus-winnings-have-1

We are waiting on the Nasnas76's confirmation.

I have received the funds !!!

thank you all

you can close both threads

I am very happy that this site exists because if casino guru did not help me I would have never received the funds

Dear Nasnas76,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.