The player from Germany had his winnings from promotional play voided due to breaching bonus terms and conditions. We rejected the complaint because the player didn't respond to our messages and questions.
DrueckGlueck Casino - Player’s winnings from bonus play have been cancelled.
Amount: €5,000
DrueckGlueck Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 years ago
Public
Public
4 years ago
Translation
Hello!
I didn't know what to do until now ...
In May I was able to post high profits several times at the Drückglück Casino on two or three consecutive days, my account balance was around € 16,000 !!
I also got congratulatory emails and the like from the casino. Then I wanted to pay out something, whereby a payout should not exceed € 5000.
Ok, I did that, I submitted all the evidence for verification and then released € 5000 for payment to my account.
Until then everything was fine. But there was no money! When I asked why the payout took so long, I got the answer that I had violated the bonus rules and the profit would then be void!
I am one hundred percent sure that I have met all the wagering requirements and that everything was ok, that's what the casino said the whole time.
I still have all the gradients, etc.
Can you help me in any way?
MfG Steffen S ***
Edited by a Casino Guru admin
Automatic translation:
Public
Public
4 years ago
Dear Steffen,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please could you forward me the relevant communication between you and the casino? My email address is kristina.s@casino.guru. I would like to understand completely which rule you breached allegedly.
Additionally, please forward me a link of the bonus that you have redeemed. I would like to check the bonus T&Cs.
I hope, we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
