Casinoin - Player’s winnings have been voided.

Hello,

I have a complaint regarding a wrong bonus release. My first deposit was in value of 100 Euros with a bonus of 120 Euros. I have attached the terms and conditions for the bonus.

The terms and conditions for this bonus clearly mentions that all winning coming from this bonus needs to be wagered. What I’m basically trying to prove is that my winning are not coming from the bonus and that they are coming from my next deposits.

After the first deposit, in the next 5 minutes I have consumed all my credits: my deposit and the bonus. I have attached the game history and if you sum up all the numbers you will get exactly 0. So the first deposit and the bonus were completely consumed. Next, I have made 3 more deposits and from the third deposit I won around 6000 Euros. After that I have tried to withdraw when I saw my whole balance was on bonus. Tried to explain the fact that the winning came from my 4th deposit to the customer support, but they don’t understand this fact. I have attached another printscreen with the transaction history which validates my words. Here you can see that I had 4638.60 Euros reduced from my balance according to the promotion. 

What I’m trying to say is that my balance should have 4638.6 Euros extra, because all wining comes from my 3rd deposit after the bonus (4th in total). When I have made the second deposit, my balance was 0 so absolutely no winning from the bonus. At no point the terms and conditions state that after exhausting the bonus the next deposits are still bonus. So my second, third and fourth deposits should have been without any bonus and the winning should have been available for withdrawl.

I am requesting a thorough verification of my account and a refund of 4638.6 in my account.

Please contact me if you need further informations.

Thank you.

Dear Cristian,

Thank you very much for submitting your complaint and forwarding all the relevant screenshots. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please advise what are these last two transactions?

Have you received any winnings or all of them have been cancelled?

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

Hello,

My last 2 transactions are just the amount I received from my winnings. From more than 6000 Euros, I have received just under 2000 Euros. The fact is that all winnings were coming from my 4th deposit. If you check the transactions you can see that I have exhausted my bonus and no winnings comes from it.

So basicly the casino took from my winnings 4638.6 Euros, which you can see from the transaction history.

Please let me know if you need further informations.

Thank you.

Cristian

Thank you very much, Cristian, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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.

Dear Cristian,

I looked at your complaint and the screenshots you have provided. I will try my best to resolve your case. I would like to invite Casinoin into this conversation.

Dear Casinoin,

Can you please clarify the situation?

We would like to ask Casinoin to reply to this complaint. We are extending the timer by 10 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hello everyone,

Please kindly be advised that the customer has submitted his complaint to AskGamblers as well and we have already initiated more deep investigation of the case. Based on the results of the new investigation we have to admit our fault in this matter, the customer is right. Therefore the amount of 4638.60 EUR was credited back to the account balance.

We thank the customer for drawing our attention to this case and bring our sincere apologies.

Best regards.

Casinoin

Dear Cristian,

I’m glad there’s good news. I’d like to kindly ask you to confirm that the funds were credited to your account balance and that the case has therefore been resolved.

Dear Cristian,

We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, even though we assume that this issue has been resolved, we are forced to reject this case because the player stopped responding to our messages and questions.

The player can reopen this complaint anytime.