The player played with a no deposit bonus and managed to win some money. When he tried to make a withdrawal, it was cancelled. The casino support stated the player played a restricted game and therefore breached the Bonus T&Cs. The player claims the list of restricted games wasn’t available. We rejected the complaint because the player didn't respond to our messages and questions.
Diamond Club VIP Casino - Player’s withdrawal was cancelled due to a breach of the Bonus T&Cs.
Amount: €400
Diamond Club VIP Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 years ago
Public
Public
4 years ago
Translation
I played above og casino with registration onus without deposit. As with many casinos, I also had to implement a certain sum here until I had the opportunity to withdraw some. When I was ready, I wanted to be paid 400.00 €. Today (05.11.2019) I got an email that my payout was rejected.
Then I contacted via the chat of the website and they told me that I had played "forbidden games".
On my question where to read which games are prohibited, I was referred to the terms, but there was nothing about which games are excluded from the bonus balance and which are not.
Not even if you choose a game is pointed out.
I hope you can help me there.
With best regards
Christopher
Automatic translation:
Public
Public
4 years ago
Dear Christopher,
Thank you for contacting Casino Guru and letting us help you with your issue. I looked at the casino promotions, but I wasn’t able to find any no deposit bonuses. Was it a special offer by any chance? Do you have a screenshot of the bonus you could send to us? That would be very helpful.
Best regards,
Peter
