The player from Germany faced an issue with Vinyl Casino regarding an unexpected deduction of €300 from his account, which he believed was related to a bonus he obtained using in-game currency. Despite providing evidence of his bonus history and seeking clarification from live support, he received unsatisfactory responses. The issue was resolved after the player marked the complaint as resolved, indicating that satisfactory communication or resolution had been reached with the casino. We acknowledged the cooperation and confirmation from the player regarding the resolution of the complaint.
Vinyl Casino - Player's bonus has been confiscated.
Resolved
Our verdict
Case closed
Amount: €300
Vinyl Casino
Safety Index:Above averageCase summary
Discussion
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4 months ago
Translation
I used the "coins" I earned (the in-game currency you receive when you play for real money) to buy bonus money at Vinyl Casino (you can use them to buy free spins or bonus money). I opted for €20 in bonus money. I received a message stating that this amount had to be wagered at least 40 times.
So, I've been playing with it for quite a while. It was a bonus for us, and I had €420 in my account. My active bonus said I was at €782/€800. So, I played down to €400, and suddenly €300 was deducted from my account. The bonus was no longer in my "active bonuses" tab. They coldly deducted my money. Live support just said "Yes, the money is gone, tough luck" or "The manager said you've already enjoyed it"... which seems to indicate a very poor translation.
I also took a screenshot and showed them my bonus history, explaining that they could see it by looking at my casino history. No reaction; they didn't give a damn.
Now I'm standing here and don't know what to do.
Automatic translation:
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4 months ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have checked the "Shop" section in the Terms and Conditions, and this is what I found:
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 / 10 USD / 45 PLN / 100 NOK / 15 AUD / 60 BRL / 15 CAD / 11 CHF / 8,500 CLP / 250 CZK / 3000 HUF / 800 INR / 20 NZD bonus will be 50 EUR / 50 USD / 225 PLN / 500 NOK / 75 AUD / 300 BRL / 75 CAD / 55 CHF / 42,500 CLP / 1 250 CZK / 15.000 HUF / 4,000 INR / 100 NZD.
- The bonus is only valid in the Casino section. It can not be used in other verticals (Live Casino).
Could you please specify what amount was left in your account after you finished wagering the 20€ bonus?
Have your winnings been capped immediately after you finished wagering, or did you submit a withdrawal request that was rejected by the casino?
Have you made any successful withdrawals from this casino before?
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
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4 months ago
Translation
Hello Veronica,
Thanks for your reply. It all makes sense now, even though I still think it's a complete rip-off. Such rules shouldn't even be legal.
Yes, I had exactly €100 left in my account as real money. I've never had an incorrect withdrawal, even though they limit withdrawals to €500.
I can only advise players not to play at the Vinyl Casino. It's truly disgusting.
The topic is now closed, thank you very much.
Automatic translation:
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4 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Graysdash,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Veronika
