CasinoMega - Player's winnings were voided.

Hello,

Casino removes 587EUR of my winnings because 'You have used same bonus twice' which is absolutely not right.

I've been playing with sportbonus - after clearing I've ended with 1413euros - requested withdrawal but finally decided to play some casino games so played livecasino games and won up to 2263, requested withdrawal but it has been voided because of the limit 2000 per day. I've requested new withdrawal for 2000 and the rest gambled and lost. Finally they have voided 2000 withdrawal as well and putback 1413euros saying that I have used same bonus twice - I don't have idea what they are saying about as I have played sport bonus and then livecasino games without bonus.

For now I have 1413 withdrawal pending and would like to ask You to help me with getting back my livecasino winnings.

Dear blystor,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Did the casino inform you about any specific breach of rules in the casino? Do I understand correctly you only redeemed the specific bonus once? Would you be able to forward communication from the casino regarding the issue and a screenshot of your bonus history to 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

Thanks for your email, blystor.

Could you please also send me the communication between you and the casino where the casino accuses you of breaking its rules?

Hello,

They say that they e-mailed me about this but I haven't got anything on my e-mail, has been asking on chat then and got this info there, unfortunately no screenshots;/ conclusion was that "I have used same bonus twice" which is not right... have used other bonus but cancelled it with 0% wagering...

Thank you.

Thank you very much, blystor, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello blystor,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite CasinoMega to join the conversation and participate in the resolution of this complaint.

Dear CasinoMega,

Can you please provide more information regarding the case? Why have the player's casino winnings been removed?

Thank you.

Kind regards,

Tomas

Dear Tomas,

Thank you for bringing this matter to our attention.

The user collected a Reload Bonus on March 1st after making a deposit, then on March 15th collected the Bonus again on the existing balance without making a deposit.

We have since restored the balance and winnings to what they were before the second bonus was claimed. As the second Bonus was collected not in accordance with our terms and conditions.

In order to claim the bonus you need to make a deposit as it is a Reload Bonus on a deposit, which the user has not made when claiming the bonus for the second time. Moreover, the bonus can be used only once. As mentioned before the funds and winnings of the user are returned to the account to the original state of the first Bonus claim. And are available for withdrawal.

The user was informed about the situation via email, and we took the liberty of sending an email to you with attached screenshots of the emails and detailed information about the case.

Please do not hesitate to contact us if you have additional questions.

Kinds regards.

CasinoMega.

Hello,

Yes I can confirm that I clicked this (new) bonus without new deposit - to be honest I even forgot about this because I didn't make any bets with this (new) bonus and I have cancelled it after a while, played only live casino and made cashout so bonus hasn't been used (it has 0% cleared ratio as You can check). So You have cancelled my casino winnings when I have not used this bonus.

Thank You.

Dear all,

I have reviewed the case with my team, and we came up with the conclusion that the player is on the right side here. First, if the player had cancelled the bonus, especially before using it, then the "minimum required deposit" rule before taking another bonus shouldn't be applied. Second, we consider it not to be fair to allow the players to take bonuses without any sort of warning and then confiscate their winnings just because they used the bonus twice. We believe it should be enforced by the system, or at least the players should be warned before.

In summary, the player has provided evidence that the second bonus was indeed cancelled before playing live casino games. Therefore, the winnings have been generated from real money.

We believe the player should be paid in full.

CasinoMega, please let us know your final statement so we can resolve this case accordingly.

Kind regards,

Tomas

Dear Tomas,

Thank you for your reply.

We believe that a warning to users is included in our Terms and Conditions where the user agrees to become acquainted with the terms of any offers by creating an account and claiming any bonuses.

The bonus in question was claimed for the second time on April 15 at 7:36 am, however, no eligible deposit was made to claim the offer.

The user never used their bonus funds. The bonus is non-sticky therefore the user has to play with their deposit funds first and once they are exhausted the user can start to play with their bonus fund. After claiming the bonus in question the user placed a bet of 1,000 EUR (the full amount on which the bonus was claimed) on Lightning Roulette, Round ID for this round being 71409544125 which the user ultimately won. They still had the available bonus funds as a "safety net" in case the gameplay round had been settled as lost. After winning 1,850 EUR from said round, the user then cancelled the bonus.

We would like to once again stress on the fact that the user claimed a deposit bonus without making an eligible deposit first, which was a direct violation of our bonus Terms and Conditions.

In addition, while it is obvious in the naming of our bonuses (Sports Bonus, Casino Bonus example) which sections the bonus is for, the terms and conditions clearly state that the bonus in question must be used on sports activities. As a gesture of goodwill on our part we have decided to return the winnings from the original reload bonus to the user, despite them having violated the terms of the bonus with mixed gameplay in the use of their first bonus.

The user's winnings from the first bonus are currently available for withdrawal.

We would like to thank you once again for bringing this matter to our attention, and we trust that you will reconsider this matter.

Kind Regards,

CasinoMega.

The user's winnings from the first bonus are currently available for withdrawal.

My withdrawal has been requested on 30/03 (after Your deductions) - 18 days ago and is not processed.... What do You say for this instead of saying that is avaiable for withdrawal?

And why did You say that this was "same" bonus and that's why it has been removed when it wasn't same, then You try to find something new in Your T&C - if You do not allow to get new bonuses without deposit You have to implement something to avoid users from taking them as when users get advertise and can claim them then most won't read T&C and after clearing bonus You will take their winnings just like that... very unfair rule. Now I see that even when I would play that bonus and hardly "clear it" without busting You would take all winnings. EVERYBODY SHOULD BE WARNED ABOUT THIS - and not here but on bonus page instead of T&C.

Dear blystor,

As you have not mentioned the fact that you actually played with the bonus before cancelling it, it's now completely changing the situation. The casino acted correctly and within its terms and conditions because they removed just your winnings. If you would cancel the sports bonus before playing casino games, then I believe the casino would change its position as well. However, this is a different case.

Consequently, we are unable to assist you further with this case, and the complaint will now be rejected.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. 

I am sorry we could not be of more help on this occasion.

Kind regards,

Tomas