Jokerstar Casino - Player faces withdrawal issue after cancellation.

Hallo ich habe gestern bei dem Casino jokerstar 25€ eingezahlt dafür habe ich 35 freispiele bekommen dann habe ich mit meinen 25€ 619€ gewonnen dann wollte ich auszahlen musste aber erst meine freispiele spielen da habe ich dann 11€ gewonnen und diese 11€ habe ich dann stoniert aber sie haben mir dann das ganze geld abgebucht anstatt die 11€ was ich den freispielen gewonnen habe!

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a screenshot or a link to the bonus you activated and played with?
• Have you received any cash bonus in addition to the free spins, or were you granted free spins only?
• Did you cancel the free spins immediately after finishing the last spin?
• Have you received any warning from the casino regarding the cancellation of the free spins?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hallo ja ich habe eine warumg erhalten aber da wurde mir nicht gesagt dass sie alles abbuchen! Ein geld bonus war nicht dabei nur die freispiele und die habe nch der letzten Umdrehung stoniert

Could you please send me a screenshot or a link to the bonus you activated and played with?

Additionally:

• Have you tried cancelling the free spins before you started using them?
• Did you cancel the free spins only after you spun the last spin and won €11?
• Have you contacted the casino’s customer support regarding this issue? If so, what was their reply?

Please forward all communication between you and the casino regarding the confiscation of your balance to veronika.f@casino.guru.

Ich kann leider keinen Screenshot von dem bonus machen! Nein ich habe nicht versucht sie davor zu stornieren! Ja ich habe sie erst stoniert nach dem letzten Dreh! Ja ich hbe mich auch an den Support gemeldet! Da hieß es dann nur wenn ich denn bonus stoniere dann ist dass ganze Geld weck was ich nicht nachvollziehen kann da ich dass geld mit meinem eingezahlten geld gewonnen habe!

I have checked the Bonus Terms and Conditions, and this is what I found:

1.14. After receiving the bonus or free spins, the user's money tied to the bonus or free spins (i.e., real money) is generally used first for the respective bets. If the balance of the bonus-linked real money is €0, the wagering of the bonus or free spin winnings (bonus money) begins. This continues until the bonus terms and conditions are met. If the real money balance is below the planned wagering requirement, the wagering requirement is deducted pro rata from the real money account first, and the remaining portion is deducted from the bonus money. If a bonus is not tied to a deposit, the bonus money is used directly. To fulfill the bonus terms and conditions, only the real money tied to the bonus, the bonus itself, and winnings earned with the bonus or with the real money tied to the bonus are available. If the bonus is active and the bonus money has not yet been wagered, the winnings earned from the bonus are credited to the bonus account and are non-withdrawable. If the terms and conditions of the offer are met, the original deposit and the bonus funds converted into real money are automatically released and can be withdrawn. If the offer consists of free spins, the net winnings from the total free spins represent the bonus amount, the wagering requirements of which must be met to convert it into real money. 

1.19. A withdrawal of real money is possible at any time within the framework of the Terms and Conditions and these general Bonus and Free Spin Terms and Conditions. As soon as the user makes a withdrawal of real money, all existing funds from bonuses and free spin winnings (bonus money) will be deleted from the respective bonus balance. A withdrawal request before the wagering requirements for the respective bonus or free spin winnings have been fully met will result in the forfeiture of the activated bonuses and free spins.

1.20. All currently active bonuses and free spins, including their terms and conditions, can be found in the bonuses section under "Profile." Active bonuses and free spins can be declined here at any time. If a user declines their active bonus or free spins, the entire bonus amount or number of free spins, including any bonus amounts won so far, will be forfeited.

Has your deposit of €25 been credited to your bonus balance, along with the free spins?

Please request the casino to send you your entire gaming history in Excel format, starting from the moment you deposited the €25 and activated the free spins. Then forward the file to me at veronika.f@casino.guru.

Dear Lothar1986,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.