The player from Germany had his winnings capped without further explanation. He stopped responding.
Casinoin - Player’s bonus winnings have been reduced.
Amount: €1,200
Casinoin
Safety Index:HighSafety Index
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8.6
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 years ago
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3 years ago
Translation
By visiting the udder side, I registered with casinoinonline.com. I deposited € 50 and was credited with € 110.
I was able to win the wager (3000 €). the bonzsbedingungen selected packed on your site.
What I don't understand, I was at € 1,800 and then hit the € 3,000 wager, bump my account balance was € 600 and a few squashed. I didn't spin higher than € 2.50. Can you help me understand this ?!
best regards
Chris
Automatic translation:
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3 years ago
Dear Christoph,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. D I understand correctly that your bonus winnings have been reduced without further explanation? Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please confirm that you have redeemed the following bonus https://casinoinonline.com/en/promotion/a209? Have you withdrawn any funds from this casino previously?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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3 years ago
Translation
Hi,
Yes, you understood correctly, without further explanation, my profit was reduced. I can confirm that I have redeemed the bonus of the link shown. Attached as evidence is a chat history with casinoin where it is confirmed that I have chosen the bonus through casino guru and that it is active. I have not yet made a payout because there have been delays again and again (payout not possible because you paid in via paysafe).
Automatic translation:
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3 years ago
Thank you very much, Chris, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hello Chris,
I looked at your complaint and will do my best to help you. I would like to invite Casinoin into this conversation. Casino, can you please specify why did you reduce the player’s withdrawal?
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3 years ago
Translation
Hello Viliam Vice,
I want to correct myself: you did not reduce my payout but my credit !!
50 € deposited, 120 € credit. Played from € 120 up to € 1,800, then wagered € 3,000 and suddenly a lot of my balance from € 1,800 to € 600!
Automatic translation:
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3 years ago
We would like to ask the Casinoin 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’.
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3 years ago
Hello,
The information was requested from the relevant team and we will provide you with a reply on the case today.
Thank you!
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3 years ago
Hello,
Please accept my sincere apologies for the delay in reply.
The customer participated in the special Welcome Bonus promotion from Casino Guru (120% up to 250 EUR). He made a deposit of 50 EUR and received a 60 EUR bonus.
According to the clause 14 of the promotion T&Cs:
"The amount to be transferred to your real money account after wagering cannot exceed the amount of all casino and live casino bets from your real money account made during the wagering period and the bonus multiplied by 10"
Therefore, based on the mentioned information the following formula applies: 60*10 + 50 = 650 EUR
The T&Cs are publicly available on our website and everyone can check them out before agreeing to participate in any promotion: https://casinoinonline.com/en/promotion/a209/policy
Related to the payout issue, yes indeed the customer used a Paysafecard which can be used only for payments in our system and doesn't support payouts, so the alternative method was offered in this case.
Best regards,
