The player from Switzerland had submitted a withdrawal request. However, the casino had deducted the winnings from his account stating that he had breached the Bonus Terms and Conditions. The player had explained that he had used two bonuses simultaneously, which was facilitated by the casino's support team. The player had argued that he was never informed that using two bonuses at the same time was a violation of the casino's rules. After reviewing the case, we had concluded that while the support team had made a mistake in allowing the player to use two bonuses simultaneously, the casino was not responsible for the player's deposits being split due to the payment method he had chosen. Considering the circumstances, we had found the casino's decision to deduct half of the winnings fair. The complaint was subsequently rejected.
Casitsu Casino - Player’s winnings were voided.
Amount: $2,000
Casitsu Casino
Safety Index:Below averageUnjustified complaint
REJECTED
Case summary
Due to a problem in the Paysafe account, I wasn't able to deposit 450 CHF at once, but 300 CHF and 150 CHF separately.
I won a total of 3970 USD and implemented the bonus according to the terms and conditions. However, the casino credited me with 2 bonuses (welcome bonus 1 & 2)
Now you have withdrawn 2000 USD and claim that I have violated the bonus regulations. I would never have accepted the 2nd bonus if I had been told that. I was in contact with the support several times and I was only informed about this when the payment was made and the money was simply deducted from my account.
Please urgently for help.
Dear KingAlec,
Thank you very much for submitting your complaint. I’m sorry to hear about your issues with Casitsu Casino and understand your concerns.
Please describe in detail the exact timeframe of your depositing, activating bonuses, and playing.
I have visited the casino’s website and noticed that the welcome bonuses are activated with different codes. When did you activate the code for the second welcome bonus? Was it before or after you met the wagering requirements for the first bonus?
Have you been in contact with customer support during your gameplay?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your response.
Best regards
Veronika
Hello Veronica
05 May 2023, 18:48
DepositSkrill Quick Checkout:PAYSAFECARD
Accepted
$160
05 May 2023, 18:45
DepositSkrill Quick Checkout:PAYSAFECARD
Accepted
$321
I already had contact with the support during the deposit of the two payments. I was never informed there that a 2nd bonus is not allowed, otherwise I would have canceled it straight away.
Only now at the end of the month before the payment was made was 2000 USD deducted from me with the message that I had violated the terms and conditions. Any casino that doesn't accept multiple bonuses won't even allow you to have 2 active at the same time.
I've had between 5-10 chats with support and the team was aware before I won that 2 bonuses were active. However, I was never advised that this would be a problem. I even asked in the chat if the payout would go smoothly, which was also confirmed to me by the support.
I deposited 300 via the 1st bonus and directly 150 via the 2nd bonus.
If I could have deposited 450 at once, I would have received a higher bonus balance.
I only started playing when I received the 2nd deposit with the 2nd bonus. Why wasn't I pointed out directly and the 2nd bonus was cancelled?
You can't just cancel half of the entire balance.
This borders on fraud and is highly anti-customer behavior.
Many thanks for the processing and your feedback.
Have you saved the chat transcripts regarding playing with two bonuses simultaneously? Please forward any relevant communication between you and the casino to veronika.l@casino.guru.
Unfortunately I don't know how to access the chat logs. The casino can certainly submit these later. I will ask support for all chat logs and forward them to you.
Please be patient.
Best regards
A*** F***
Have you been able to access the chat logs?
I have also some additional questions about your gameplay. Could you please tell me if you have fulfilled the wagering requirements for any of the deposit bonuses? This information should be visible in your bonus history.
Unfortunately, I cannot access the chat logs myself. I will ask support to send them to me. Yes, I have successfully implemented the bonus according to the bonus conditions.
Could you please tell me for which bonus you finished the wagering requirements, since both of them were active at the same time?
Somehow I can't add the pictures to my comment here. Is there a way to send you the files via e-mail?
I also got the chat logs now. I wagered the bonus of 300 USD and lost the 80 USD bonus. The support helped to manually add both those bonuses on my account. I will send you the chatlogs and the picture of the wagered and lost bonus to your preferred e-mail address.
Sincerely
Alec
Of course, please forward the chatlogs to veronika.l@casino.guru. Thank you very much.
Dear KingAlec,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Thank you for providing me with the chat transcripts.
Please can you tell me if you requested a withdrawal right after you finished wagering the first deposit bonus?
According to the support, I have fully implemented the 1st bonus. I lost the 2nd bonus after 8% turnover and was therefore deleted.
See Chat Transcript 3:
Sun, 05/07/23 11:00:48 am Europe/Zurich
Thank you very much, KingAlec, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Hello KingAlec,
I am sorry to hear about your troubles.
I would like to invite the casino representative into the case:
Dear casino representative, could you please check the case and explain to us what happened?
We would like to ask the casino 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’ which may negatively affect its rating.
Dear KingAlec,
I regret to inform you that the casino has not responded. However, I believe we can proceed without their assistance in this case.
The issue at hand is that you used a paysafe card and the intended deposit was split into two, although this was not the casino's mistake.
Furthermore, you claimed two bonuses - the first and second deposit bonuses - by requesting support to activate them. Particularly, you mentioned that the second bonus was not available to you but you still asked for it to be activated.
Therefore, I believe the casino acted correctly as they cannot be blamed for offering you the second deposit bonus, which you only activated with the help of support.
I understand that the support agent could have checked the situation and informed you that this would breach the terms. However, I also believe that players should take responsibility. The rule that players cannot have two active bonuses at the same time is common, and the casino made a reasonable effort to prevent this.
I consider the casino's decision to cancel only half of the winnings as a satisfactory compromise.
Good day
Since my Paysafecard account is limited to 300 per deposit, that was my only option.
No, the second bonus was logically also available to me. That's why the activation worked.
If a casino prohibits this should either:
-Notify support
- Make the casino not accepting a 2nd bonus at all (the 1st is usually canceled if you accept a 2nd!)
I do think it's the casino's fault here. Both bonuses were activated by casino support workers. No indication of wrongdoing was reported, my winnings were only deducted upon payout.
Since you questionably agree with the decision, do I now have to contact legal protection and hire a lawyer?
Best regards
Hello KingAlec,
If you disagree with our decision, I recommend contacting the licensing authority.
I can help you with that, if you need my help.
Dear KingAlec,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
I am sorry maybe you misunderstood me. You need to contact the licensing authority - I can't do this for you.
Please write an email to: complaints@gaminglicences.com
The email should contain the following:
1) Your personal information:
name and surname
your country of residence
2) Complaint body must include the following:
casino name + URL + license (License No. 8048/JAZ)
Your login (username) and email in an online casino (with which you had registered the account)
description of the complaint.
3) Attach to the email files what you have + link to this complaint.
Please let me know after you submit the complaint.
Dear KingAlec,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Hello Matej
I have now forwarded all documents and information according to your message to the complaints office and am now waiting for a response.
I hope that the rightful profit will be credited to my account again and that I can withdraw it.
I have never experienced anything like this at a casino and I have used dozens of different online casinos without any problems.
I fully comprehend the situation, but waiting for the regulator's decision can be quite time-consuming, taking approximately three months. Therefore, it is advisable to submit complaint as soon as possible.
I am now closing the complaint with the status: Waiting for regulator's decision.
Please, when you receive a final respond from the regulator reopen the complaint and we will close it accordingly.
Dear KingAlec,
We hope you are doing well. We wanted you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the Licensing Authority has resolved your case and ruled in your favor, we kindly request you to update your complaint within the thread. Alternatively, if the ruling favored the casino, your input is equally valuable. We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the Authority supports the operator.
Thank you in advance for taking the time to reply.
Good day
The licensing authority has not contacted me to date.
If the support of an online casino manually enables processes that violate the terms and conditions, it is certainly not the player who should be prosecuted but rather the casino itself or the support.
Is there a way to contact the licensing authority by phone?
Best regards
Alec *********
Hello KingAlec,
Please try using the Skype contact provided on their website: https://www.gaminglicensing.com/contacts/
I also have a phone number, but I'm not sure if it's still in use. Nevertheless, it might be worth a try. Phone: +59994338808.
Please inform me if you receive any new information.
Dear KingAlec,
After discussing your complaint, we have concluded that:
- The casino is not responsible for your deposits being split, as this occurred due to the payment method you chose.
- It is likely that the software enforced the inability to use the second code for your second deposit while your first bonus code was active.
- The support team made a mistake when crediting you with another bonus.
However, I would also like to highlight that many casinos would cancel the entire amount and return the deposits. After considering the circumstances, we believe that the solution implemented by the casino is fair.
