The player from Austria had his winnings capped as if they’d been generated from Free Spins solely. After a closer examination, we ended up rejecting this complaint as unjustified.
Casino4u - Player’s winnings have been capped.
Amount: €740
Casino4u
Safety Index:HighSafety Index
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8.7
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
Translation
I paid in today after 25 euros, got 100% bonus and 20 free spins. I used the free spins, made over 20 euros with it.
Have only played the big bass series and played up to just under 800 euros. Never set higher than 60 cents. And suddenly over 700 euros gone after I've wagered everything 60 times.
Now I have 46 euros in the account because they say my 100 bonus would have been lost. Which can't be because I was never on 0 euros. Only the free spins were counted and there is a maximum payout of 50 euros. Like many other casinos, they treat my free spins as free spins without a deposit.
My problem is yes, if you take a bonus, you always play away your real money first and then the bonus. Since I was never down to 0 euros, the 100% bonus must always be active. but apparently not. Supposedly the 25 euro bonus was gone and the winnings from the free spins were wagered.
can't they be serious
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1 year ago
Dear paclmaya,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the rules for the First Deposit bonus, and this is what I found (here):
The First Deposit Welcome Bonus: 100% up to 100 EUR + 100 Free Spins
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The 100 free spins will be issued daily, 20 free spins per day (5 days in a row). Wagering requirements for the free spins winnings are 60x, and the winnings are limited to 50 EUR, 50 USD, 75 AUD, 75 CAD, 75 NZD, 500 NOK, 225 PLN, 300 BRL, 800 ZAR, 0,001 BTC, 0,038 ETH, 0,12 BCH, 0,33 LTC, 1200 DOGE, 58,5 USDT, 0,21 BNB, 42 ADA, 800 TRX. The condition of maximum winnings applies not only to the winnings accrued from playing the free spins themselves, but also to the amount received after the wagering requirement attached to the result of these free spins is met.
Could you please advise what happened to the other part of the bonus? Was it played down already? Please understand that Free Spins included in the First Deposit bonus have a separate cashout from the bonus itself. It is a bonus inside a bonus if you like.
Thank you in advance for your reply.
Best regards,
Petronela
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1 year ago
Translation
Of course, they also pointed out to me that this is the case. But then there are 2 different bonuses and they should not have been counted together. Because they also change the game behavior as a result. If I only had 50 euros from the start, I would have only played the minimum bet right away. But I immediately got the 20 euros that I won in the free spins in my account - so instead of 50 euros I played for 70 euros and a few cents. So I assumed that both bonuses are one part.
Just as it was presented to me, 2 different bonuses were put together although they are treated separately. So here the casino should have said from the beginning only play one bonus and then activate the other.
It is claimed that at some point I had lost the 50 euros and was up to 20 euros - I have no idea if it's true.
The fact is that I paid for 100% and the free spins and none of it was free. If someone tells me after I go online there, here are 20 free spins that we give you, then I also realize that only a certain amount is paid out .
That's the way it is in every casino and it's understandable, but in the casinos where I've been wrong, it was always bonuses and the winnings from the free spins are combined and then implemented 30, 40, 50, 60 times.
Here you try again to trick a system and completely annoy the player.
I don't know where the problem is, they should add up my bonus and the profit from free play, times the turnover requirements and give me the money back into my account-wouldn't be finished anyway and would have to continue to implement it.
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1 year ago
Translation
because they write free spins? These spins were not free but included in this welcome bonus package - I deposit and get 100% and 100 free spins - so I paid for it.
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1 year ago
The wording itself is not really important. I have posted here the terms and conditions for the First Deposit bonus. Inside those rules, you can find a separate part for Free Spins. Those Free Spins that are included in the First Deposit bonus. They have a different cashout from the match bonus itself.
I'm afraid that we can't help you as the casino reduced your winnings from Free Spins according to its terms and conditions.
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.
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1 year ago
Dear paclmaya,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 year ago
Hi, winnings from any free spins pack are capped at 50 euros, as it was copied from tc. The system capped the winnings on the event "wagering done" correctly.
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1 year ago
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
