Casino Sieger - Player faces delayed withdrawal due to disputed winnings.

Hi!

I've been working with and writing about online casinos for over 6 years. I now find myself in a bit of predicament with a CONDOR MALTA LTD casino called Casino Sieger, so not Tournaverse which I picked here in its absence.

I recently played at this casino and made a deposit to get 100 free spins. I then continued to lose my deposit. I did not see the free spins on my profile so I asked support agents about it. They told me to "go and try now" and the free spins had appeared.

I then won maybe €30 with the free spins. I had to wager them afterwards, so after all was said and done, I ended up having more than €828.13 under the REAL MONEY label. I then made a withdrawal and was soon told it was a SUCCESS.

I then received a weird amount of €277.40 from Trustly. I asked support whether this amount had been sent by the casino and they said yes. They said that my other winnings (€550.73) were waived from my account because NO DEPOSIT FREE SPINS had a limited maximum win of €50.

At no point had I gotten any NO DEPOSIT FREE SPINS; I'd just been given my real spins manually by the support due to the casino not working properly. I also don't understand why they would still pay me €277.40. I think they messed something up pretty badly. They claimed this was money I'd won with real money, which is gibberish as all of the winnings were from the 100 manually added free spins.

I do remember the site acting up while I was playing as well. At some point it showed me my bonus balance was negative €1.40 or something, which I wondered about. It seems the casino's system is somehow messed up.

Naturally, I would complain and ask for the situation to be escalated. Then, in a few days, they would confirm by email that the winnings were waived because the winnings for NO DEPOSIT FREE SPINS were limited.

At this point, I was getting very frustrated and I continued to explain in length that I had not gotten any NO DEPOSIT FREE SPINS from the site. A couple of days later they would again confirm the same thing and say that everything was done according to the terms of the website.

I feel this to be predatory behavior. I never claimed any NO DEPOSIT FREE SPINS (I made deposits for all of them), yet the casino keeps insisting that I did—and sending me poor and lackluster explanations that do not address what I told them.

Having worked in this industry for years myself, I take things like this very seriously. Unlike me, most customers do not have the expertise required to argue their points or see when something is not right.

500 euros is a lot of money, and the casino calling my withdrawal a success and not contacting me personally—and then continuing to pay me less and arguing nonsense—is simply unacceptable.

Dear Slotsfan,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casino Sieger.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please specify which promotion you participated in? Be sure to share a screenshot, link, or an email if you received any so that any particular rules of the promotion are present.
• Could you please share your interaction with the casino, especially communication in which the casino justified its decision to cap your winnings?
• My email is tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi!

Thanks for the response. Sadly, this was just a promotion on the website. When I deposited, it said minimum deposit 50 euros to get 100 free spins. The general bonus terms do not mention any limits for normal free spin wins.

Here is a message from them claiming that I was using no deposit spins when I wasn't. They would not address the fact that I already told them this.

Frankly, I believe their system is just mistaken because I received the free spins manually. So it is the system that labels them no deposit free spins when they were not.

Here is also another email from them.

I should also mention that I had had a string of good luck at Casino Sieger. I actually even had another withdrawal worth €900 in process when they sent me their answers. That withdrawal went through normally, but I feel they seemed eager to deny this one.

Also, when I was winning a lot with my free spins, I checked the bonus terms to make sure there were no limitations on free spins wins like there sometimes is. I was relieved to see there were not and continued to wager my bonus.

Also, their system labeled my money as REAL MONEY after the wagering. And the correct amount was ACCEPTED in the withdrawal history. So I'm pretty bummed out.

Thank you very much, Slotsfan, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Slotsfan,

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 Casino Sieger to the conversation to participate in the resolution of this complaint.

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.

Dear Slotsfan,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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 MADRE – an alternative dispute resolution service (https://madre-online.eu/file-a-claim-international/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/support/online-gaming-support/). I am sorry I could not be of more help on this occasion.

Best regards,

Peter