The player from Germany accused Simsinos Casino of unjustly withdrawing his winnings of €600, stating that his bets were placed exclusively with real money despite an active bonus. He believed the cancellation of his winnings lacked a valid explanation, as he had provided evidence that supported his claim. The Complaints Team informed him that due to the player's lack of response to inquiries and reminders, further investigation could not proceed, leading to the closure of the complaint. The player was advised that he could reopen the complaint in the future if he chose to resume communication.
Simsinos Casino - Player’s winnings have been confiscated.
Closed
Our verdict
Player stopped responding
Amount: €790
Simsinos Casino
Safety Index:Below averageCase summary
Discussion
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3 weeks ago
Translation
Title of the complaint:
Simsinos Casino is withdrawing winnings even though the bets were made with real money – despite an active bonus.
Complaint:
Hello dear Casino Guru team,
I would like to file a complaint against Simsinos Casino because my legally obtained winnings have been completely withdrawn.
I have uploaded all relevant screenshots and evidence as images.
The incident unfolded as follows:
Although a bonus was active, my stakes were demonstrably deducted exclusively from my real money balance.
This means that the bonus conditions cannot be applied in this case, as no bonus credit was used for the bets.
Nevertheless, Simsinos kept my entire winnings, including the €600 I had previously won in another real money game.
There is no plausible explanation for this.
At the time of the decisive bet, there was no active bonus stake, as the system itself clearly indicated that the stake came from real money.
This contradicts the casino's argument and is clearly evident in my evidence.
If the bet had truly violated bonus conditions, the system should have technically blocked the placement of that bet.
Other reputable providers do this.
If Simsinos allows such bets, it is a technical failure on the part of the casino – not the player.
I have repeatedly pointed out to Simsinos that there appears to be an error in the allocation between real money and bonus balances.
Nevertheless, the casino refuses to properly review my withdrawal request.
Simsinos has neither transparently explained why my winnings were cancelled, nor provided any comprehensible evidence that the cancellation was justified.
I urgently request support from Casino Guru, as I am convinced that the winnings were obtained legally and the cancellation is completely unjustified.
Thank you so much for your help.
Best regards
Simon
Automatic translation:
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Dear srauschendorfer21,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the Bonus Terms and I found this:
1.11. You may not place any bets that exceed the maximum bonus bet size while a bonus is active. The maximum bonus bet size is 5 EUR (or the equivalent in any other currency) per bet/spin or equivalent, unless otherwise stated in the specific terms and conditions of each bonus campaign. Please note that it is your responsibility to ensure that you are aware of the maximum bonus bet size. For cases where bets are deemed to have exceeded the maximum bonus bet size, an account may be reviewed, and the bonus funds confiscated in the process.
Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.
However, if you feel like you have been accused mistakenly, feel free to forward me your game history in Excel format, together with a link to the specific bonus that you redeemed and played. My email address is [email protected].
If there is any other relevant communication between you and the casino, please send it as well.
Thank you in advance for your reply.
Best regards,
Veronika
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2 weeks ago
Dear srauschendorfer21,
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.
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1 week ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
