Casinoin - Player’s winnings from a bonus have been cancelled.

Hei!

Voitin 10 850e osallistumalla Casinoinin 100% 1000 euroon asti kampanjaan, tallettamalla 500 euroa. Tähän aikaan kasino ei ollut kieltänyt pelejä, eikä asettanut maksimipanosta kierrätykselle. Tilin vahvistaminen kesti ja kesti ja kesti, ja lopulta minulle kerrottiin että olen rikkonut bonusehtoja.

Nyt on kulunut jo yli kaksi kuukautta, ja kasino valehtelee että heidän bonusohjelmansa säännöt olivat muuttuneet jo ENNEN kuin voitin suuren voiton. Luin kuitenkin ohjeet useaan kertaan, ja olen täysin varma, että en rikkonut heidän sääntöjään. Ohessa screenshotteja todisteena, kaiken kukkuraksi chat väittää että 10.5 alkoi heidän 100% 200 euroon asti kampanja, joka on mahdotonta, sillä minun bonussummani annettiin 13.5.2020.

Tämä Curacaolle rekisteröity kasino yrittää huijata, ja olla maksamatta pienen henkilöauton verran voittoja. Pelasin valtaosan kierrätyksestä 15 euron kierrospanoksella, ja lopussa osan 50 euron panoksella.

Ystävällisin terveisin,

Atte Räihä

Dear Atte,

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

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, I would like to know if you have any evidence, that the bet wasn’t limited at the time of playing with your bonus (or that the T&Cs were changed). Also, please forward me any other relevant communication between you and the casino. My email address is kristina.s@casino.guru. I would especially like to see the message, where you were accused of breaching the T&Cs.

Thank you in advance for your reply.

Best regards,

Kristina

Hello Atte,

I received your email, however, I cannot open those attachments, because it redirects me to google drive. Could you please send it again as regular screenshots/documents?

Additionally, I would like to ask you to reply directly to this thread in the future. This is for us the quickest and easiest way of communication. Thank you for understanding.

Thank you very much Atte for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Atte,

I looked at your case and understand the situation. I have a question for you. Where did you look at the conditions for the bonus? Was it on the casino's web page or on askgamblers'?

Katsoin sen molemmilta sivuilta. Kiellettyjä pelejä ei bonuksen aikaan ollut, eikä myöskään maksimipanosta. Olen tästä täysin varma. Kasino havahtui tähän vasta voittojeni jälkeen, ja siksi koittaa väittää että olen rikkonut bonusehtoja. Screenshoteista näkyy, että sain 100% 500 euron talletukselleni, ja uusi bonus antaa maksimissaan 200 euroa bonusta.

Alright Atte, I will contact the casino and see what can be done.

Hei,

mikä tilanne tässä on? Olen yli kolme kuukautta koittanut nostaa voittojani.

Atte

Hello,

I hope everyone is doing well.

I will provide the reply to this complaint shortly. Since some proof can't be published publicly since it's our internal information, I will resend it to the CasinoGuru team in private.

Please also kindly note that the customer in question has already complained to our Regulator, AskGamblers but all complaints got rejected. Anyways, I will provide evidence from our side one more time.

Thank you.

How in the name of god is it "internal information"? When I played the bonus, it was 13.5.2020. When asked in chat, you say that in 12.5.2020 it was only up to 200 euros, even though I got creditet 100% on top of my 500 euro deposit.

It is so wrong to reel customers in with false offers, with false T&C and then claim that the customer has breached T&C even though they havent. In fact, this joke of a casino got terminated from AskGamblers since being unactive towards complaints. This same casino tried to scam 33,000 euros off a customer who didn't even use a bonus.

This is a f***ing joke.

Atte

Hello everyone. Dear Casinoin Team, you can send the evidence directly to my email address: peter.m@casino.guru.

Hi Peter,

I have already sent it to the CasinoGuru team representative. But sure, I will resend the evidence to your email as well for your consideration.

Thank you

Hey, why cannot they provide me with the legit proof? I am 100% positive that Casinoin keeps sending fake evidence in order not to pay me.

Thank you Casinoin for the evidence provided. Dear Atte, based on the evidence from the casino, I'm afraid, I will have to reject your complaint. The evidence suggests the rules were updated before you registered your account. It seems you looked at terms displayed on a third party website (screenshots) that were not complete and should not be relied on. If you disagree with our decision, I recommend you to contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint there. I wish I could help you more.

Best regards,

Peter