The player from Italy had experienced an issue with a bonus conversion on the greenluck1.com platform, where a €5 bonus was increased to nearly €300 but then converted to only €25, despite expecting to receive more based on previous experiences. The player contested the casino's claim that conversions were limited to five times the bonus amount, noting a lack of clear terms regarding this limitation. After reviewing the bonus terms, it was confirmed that the maximum withdrawal limit for the coin exchange bonus was indeed five times the bonus amount, leading to the conclusion that the casino's actions were in accordance with its terms. Consequently, the complaint was closed.
Green Luck Casino - Player faces issues with capped winnings.
Closed
Our verdict
Other
Amount: €212
Green Luck Casino
Safety Index:Above averageCase summary
Discussion
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11 months ago
Translation
Hello, I was playing on the greenluck1.com platform. This site is likely part of Estolio Ltd, the ones with Bonus grab and so on.
I have always used their bonuses and sometimes I manage to unlock them after playing slots with wagering requirements of 30x to 50x.
This time, I had a bonus of €5, which I managed to increase to almost €300 through a win. As I played, I was able to convert it. However, it converted from €237 to €25.
I wrote to support and they replied that the Bonus is converted to real balance only up to 5 times the amount.
This is practically false, as many times it has happened that the bonus was converted to the same amount as the bonus balance at the time of conversion to real balance.
I am attaching a screenshot that shows the balance changing from €237 to €24 within a second (it wasn't a fun bonus, and I didn't read anything about this in terms and conditions).
If you can help me, thank you in advance.
Automatic translation:
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11 months ago
Dear JOEJANET90,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand it correctly, that you have accumulated your winnings from a no-deposit bonus? I have checked the bonus policy, and this is what I found:
7.16 Any no-deposit casino bonus has wagering requirements of x40 (forty). Any such bonus has a maximum withdrawal limit of x5 (five) the bonus amount received. For example, a EUR 20 (twenty) no-deposit bonus will have a maximum withdrawal limit of EUR 100 (one hundred). Any winnings above EUR 100 (one hundred) will not be eligible for withdrawal and will be voided and removed from the account balance at the withdrawal stage.
I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider an imposed win limit to be unfair and predatory only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.
If there is any additional information that would support your case, please do not hesitate to contact us. Otherwise, I will be forced to reject your complaint. Thank you for your understanding.
Best regards,
Veronika
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11 months ago
Translation
It was a coin exchange bonus, so if it says so we can already close the case. Sorry I didn't see that without deposit it was 5x. In all the other bonuses in fact this did not happen.
Automatic translation:
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11 months ago
Thank you for the clarification. To the bonuses received through coin exchange, the following terms apply:
Annex 1. Shop
1. In the Shop a player can exchange the current balance of Coins for Bonuses, Bonus Spins and Freebets on which are applied the following conditions:
1.1. Bonuses:
After exchanging Coins for the respective bonus, a player will have 10 days to meet the wagering requirements of 40x the bonus amount.
The maximum amount which can be released from the bonus will be equal to 5x the initial bonus amount. For example: the maximum amount to be credited in the real balance from a 10 EUR / 45 PLN / 100 NOK / 15 AUD / 15 CAD / 11 CHF / 8,500 CLP / 250 CZK / 3000 HUF / 20 NZD / 50 PEN / 10 USD / 8.5 GBP bonus will be 50 EUR / 225 PLN / 500 NOK / 75 AUD / 75 CAD / 55 CHF / 42,500 CLP / 1 250 CZK / 15.000 HUF / 100 NZD / 250 PEN / 50 USD / 42.5 GBP .
The bonus is only valid in the Casino section. It can not be used in other verticals (Live Casino).
Please note that the win limit the casino applied to your winnings is in accordance with the Terms and Conditions.
Due to this reason, your complaint will now be closed. 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.
Best regards
Veronika
