The player from Germany had his winnings from Free Spins capped. Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.
Casino Club - Player’s free bonus winnings have been reduced.
Amount: €900
Casino Club
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.5
Casino Club has a Safety Index of 7.5, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 years ago
Public
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4 years ago
Translation
Hello, I've been working with this casino for almost half a year, so it started like this: I got 10 free games at (My Free Spins) and then always played up to € 75 and € 150 and then paid out and canceled again and continued playing
In the end, I didn't feel like it anymore and paid off. Then they transferred about 1050 € to me and after 2 weeks later they ask for 900 € back. And every time I went to the support chat, they always tell me: We are waiting for a response: and that for almost half a year
Automatic translation:
Public
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4 years ago
Dear Smoke,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you have received a payment of €1,050 and later the casino requested €900 back? Could you please advise if you have deposited any funds into your account when redeeming promotional offer or it’s been a free one? If there’s any relevant communication between you and the casino, please forward it to petronela.k@casino.guru.
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
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4 years ago
Translation
The free spins where I got on this site were free
Automatic translation:
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4 years ago
Do I understand correctly that you have received a payment of €1,050 and later the casino requested €900 back?
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4 years ago
On what grounds the casino asks €900 back. I have carefully checked terms and conditions and didn’t find any maximum cash out for free spins bonus. Have you received any promotional email including specific rules for the bonus you have activated?
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4 years ago
Translation
So, I didn't deposit anything, I went to my free spins and suddenly there were 10 free games for 10 cents
Automatic translation:
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4 years ago
Dear Smoke,
I’m very sorry but you haven’t answered any of my previous questions. Please check my earlier reply and try to assist. Please understand that all the requested information is essential if we wish to proceed with the case.
On what grounds the casino asks €900 back. I have carefully checked terms and conditions and didn’t find any maximum cash out for free spins bonus. Have you received any promotional email including specific rules for the bonus you have activated?
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4 years ago
Translation
Yes, because you have transferred € 1050 to me, they ask for € 900 back and paid back the € 900 2 days ago because I actually only paid € 150.
And they spared me from the casino.
Automatic translation:
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4 years ago
You have returned €900 two days ago and they closed your account, is that correct?
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4 years ago
Translation
Yes, I returned € 900, but they reopened my account
Automatic translation:
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4 years ago
It looks like everything was sorted after the last payment got adjusted. How would you like to proceed with this case? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.
