Casinoin - Player complains about casino's bonus system and unresponsiveness.

Never ever accept a bonus from casinoin.

They give me free spins which end up yielding 1.78 cents after I had made a deposit of 40 euros.

I put in an additional 10 euros, which eventually turned into 75. Then they tell me I must wager 52 euros in order to withdraw my earnings. After wagering, they took half the money from my account, claiming the bonus was capped at 27 euros. What scammers are these? So, you wager with bonus money and they take away anything you have above because the previous bonus you received was at 27 euros?

After a while, they stopped replying to me in the chat.

When you wager with all other companies, you get the amount you have inside. They took half the money I had won. And it was from a bonus from another deposit.

Unacceptable casino. On top of everything, it's terrible to play on.

Dear nickcrawl,

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

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

Could you please share with me screenshots or links to the bonuses you redeemed? Please indicate how much you deposited each time and how much bonus money was credited to your account each time.

If you have a chat transcript saved, please forward it to me at my email at 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

I don't have a photo. They tell me that's their terms.

I refuse to accept such conditions and it is disrespectful to every player who gambles his money.

There was an active bonus from a previous deposit which for me should not have been valid since I had played it and lost. Even so, I rolled over the bonus and was waiting to play my winnings and suddenly half of the amount was deducted telling me that the rest of the winnings are not valid and you only get the rolling amount. In other words, I was making 1000 euros, they would again give me the 27 euros that corresponds to the turnover of the previous free spins.

Completely unfair terms. I have been gambling for 28 years and after losing money I want to be respected. These terms are not just unfair but make any casino untrustworthy. It's already hard to win but they take your money? Why should I play there again?

I already have an enemy with rtp, do they need to treat me like a fool? All theirs? I am making the complaint so that people learn what they are dealing with and stop playing under such conditions. Win once in 100 times and then get robbed. To play I enter, not to read pages of terms. I consider all this disrespect.

If they want such terms and some accept them, that's their problem.

Dear nickcrawl,

In your first reply, you explained your winnings from the free spins were 1,78€ could you please explain if you continued to play with this amount?

Do I understand correctly you deposited on top of your winnings without claiming any bonus and subsequently your winnings from your deposit were capped?

I'll await your reply.

Dear nickcrawl,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.