HomeComplaintsCasinoDisco - Player’s winnings have been reduced to x20 of the last deposit.

CasinoDisco - Player’s winnings have been reduced to x20 of the last deposit.

Amount: €1,500

CasinoDisco
Safety Index:Low
Submitted: 16 Dec 2020 | Case closed : 13 Jan 2021
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

3 years ago

The player from Germany had his winnings reduced due to a rule about lifetime deposit. We rejected the complaint because the player didn't respond to our messages and questions.

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3 years ago
Translation

I lost more than € 1000 and was looking forward to a € 1500 win. Unfortunately I just received a text message that this casino was only going to pay out € 600. I complained to customer service everything I got to hear, I should read the terms and conditions. Since I only paid € 30 for this win, I only get € 30 x 20 = € 600 That's a fraud, isn't it

Automatic translation:
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3 years ago

Dear Peter,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked general terms and conditions (no bonus terms), and this is what I found https://www.casinodisco.com/general-terms-conditions/?lang=en:


"In case that a player's total deposit amount is equal to or less than €200, the player will be limited to withdrawing up to x10 of the deposit in play. This rule will also be taken into account in a case where the Casinos sees that a player made additional deposits, specifically to surpass this rule."


"Once a player has started playing with a bonus on his balance, his withdrawal is limited to x20 of the deposit currently in play."


I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider this rule to be unfair and predatory when it’s applied to a real money game.

Please, could you advise if you have accumulated winnings with or without any active bonus and clarify how much was your last and lifetime accumulative deposits? Ideally, you could forward your "cashier" history to petronela.k@casino.guru. Looking forward to hearing from you. I hope we will be able to help you to resolve this unpleasant situation as soon as possible.

Best regards,

Petronela

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3 years ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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3 years ago

Dear Peter,

Please, could you advise if you have accumulated winnings with or without any active bonus and clarify how much was your last and lifetime accumulative deposits?

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3 years ago

I don´t think that I had a Bonus

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3 years ago

No I did not have a Bonus


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3 years ago

How much was your last and lifetime accumulative deposits, please?

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3 years ago

Dear Peter,

We are extending the timer by 10 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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3 years ago

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

 

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