HomeComplaintsDrueckGlueck Casino - Player’s winnings from bonus play have been cancelled.

DrueckGlueck Casino - Player’s winnings from bonus play have been cancelled.

Amount: €5,000

DrueckGlueck Casino
Safety Index:High
Submitted: 15 Oct 2020 | Case closed : 30 Oct 2020
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

3 years ago

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.

Public
Public
3 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:
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3 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

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3 years ago

Dear Steffen,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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3 years ago

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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