The player from Austria had used a no-deposit free spins bonus at Casinoin and won 240 Euros. She had been under the impression that there was no withdrawal limit based on a conversation with customer support. However, she later discovered that there was indeed a withdrawal limit. The player had insisted on receiving her full winnings and provided screenshots of her interaction with customer support as evidence. We had concluded that the rules were clear and that one instance of support providing inaccurate information did not justify forcing the casino to fully pay her winnings. Therefore, the complaint was rejected.
Casinoin - Player's winnings confiscated due to misinformation.
Amount: €240
Casinoin
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
8 months ago
Public
Public
8 months ago
Translation
Good day! Yesterday, I received an SMS saying '50 no-deposit Free Spins from Casinoin, a special gift! They have been added to your account. A wagering of 35x applies. The maximum winning is €20. cnoin.io/cibonus'.
Based on this SMS, I contacted the chat support and sent the representative a screenshot of the SMS, asking if there was a withdrawal limit for these free spins. The representative confirmed that there was no withdrawal limit. So naturally, I tried to fulfill the wager requirement. Today, I fulfilled the wager requirement and was able to win 240 Euros. I once again contacted the support chat. This time, a different representative told me there was a misunderstanding.
I find this quite absurd! I have wasted my time trying to fulfill the wager requirement.
I specifically asked the representative because I wasn't sure about the 'Max €20' mentioned in the SMS. The representative saw the SMS and still assured me that there was no withdrawal limit.
I have the screenshots to prove it.
I think this is outrageous and I want to receive the money I won!
If I hadn't specifically asked about it, it would have been my fault. But despite my explicit inquiry, something like this has occurred!
Automatic translation:
Public
Public
8 months ago
Dear GANJA37,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, the withdrawal limit was explicitly mentioned in the SMS you received, therefore you cannot claim you didn't know about it or that the casino tried to deceive you. It's important to realize that the casino support is managed by humans who can make mistakes, and this may have been a misunderstanding.
Furthermore, you must keep in mind that the vast majority of no-deposit bonuses have a maximum cashout. As long as you were informed that there is indeed a maximum amount you can withdraw from this bonus, there is nothing we can do and we cannot force casinos to pay your winnings in full.
Please, let me know if there is anything else I could help you with, otherwise I will be forced to close this complaint.
Thank you very much in advance for your understanding.
Best regards,
Kristina
Public
Public
8 months ago
Translation
Hello again!
That was exactly my concern. Because everything was in that text message. That's why I turned to the chat. I sent this text message to the employee, he saw it and still gave me the okay that there was no limit. Otherwise I wouldn't have spent the 1460 euros that I had to spend.
I don't think it's right and it's a disgrace.
Why do I ask customer service, if they give incorrect information I can't help it.
Kind regards
Edited
Automatic translation:
Public
Public
8 months ago
Thank you for your reply, GANJA37. I apologize, but I believe the rules were clear, and one instance of support providing inaccurate information is not sufficient justification to force the casino to fully pay your winnings. If you disagree with our opinion, you have the option to reach out to the licensing authority, although I doubt their perspective will differ.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
