The player from Germany had her winnings from Free bonus capped. We rejected the complaint because the player didn't respond to our messages and questions.
Casino Intense - Player’s winnings have been reduced.
Amount: €200
Casino Intense
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hello dear team
I got 10 euros free bonus money at Casino Intense without making a deposit beforehand, and with it I won 1200 euros and also implemented the bonus. Now I have deposited 50 euros so that I can withdraw as I was told in the live chat. Now I wanted to withdraw and it says I can only withdraw a maximum of 200 euros. Immediately went into support chat and they told me that it was a bug that they had never had before .. !! I was always promised beforehand in the live chat that I could cash out 1000 immediately, so it says in the game conditions.
Now I am constantly put off that it was forwarded and nothing happens and in LiveChat you are already annoyed and know me immediately. 
(200 have been paid out for 3 days)
Automatic translation:
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2 years ago
Dear Melanie,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions, and this is what I found https://www.casinointense.com/en/:
"4.9 Pre-deposits bonuses and free spins comes with a Conversion Limit of 150 Euro which determines the maximum withdrawal amount out of them. The Conversion Limit should not be confused with any Withdrawal Limit mechanisms. In order to withdraw winnings generated from pre-deposited bonuses and free spins, a player must perform a successful deposit by credit card."
I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predator, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play, especially when it comes to No Deposit bonuses.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
Best regards,
Petronela
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2 years ago
Translation
I do not understand you now? I have implemented the bonus in full and wanted to withdraw now, but can only withdraw 200 euros even though I have 1200 on the account? I have already paid into the account with immediate transfer. Why do you think this is fair?
Automatic translation:
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2 years ago
4.8 The minimal amount for withdrawal is EUR 100. A maximum of EUR 1000 can be withdrawn per week.
Why only 200 Euros ??? Is no Bonus Money
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2 years ago
Translation
"4.9 Pre-Deposit Bonuses and Free Spins have a conversion limit of 150 euros, which determines the maximum withdrawal amount. The conversion limit should not be confused with withdrawal limit mechanisms. In order to withdraw winnings from pre-deposited bonuses and free spins, a player must make a successful deposit using a credit card. "
Yes Correct, I have already made a deposit but can only withdraw 200 euros.? This is my problem do you understand me?
Automatic translation:
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2 years ago
Dear Melanie,
As you stated earlier, you have won with 10 euros free bonus money at Casino Intense without making a deposit beforehand. Afterwards, after accumulating winnings and completing bonus wagering, you placed a deposit of €50 to verify your payment method, is that correct.
Please understand that it is nothing unusual to have a maximum cashout limit for free bonuses.
