The player from Germany had his winnings cancelled as they’ve been accumulated from a bonus. We ended up rejecting the complaint because it was not justified.
DrueckGlueck Casino - Player’s winnings have been voided.
Amount: €6,000
DrueckGlueck Casino
Safety Index:HighSafety Index
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
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3 years ago
Translation
Hello, I won over € 6500 at drückglück and how they were canceled incorrectly. In addition, my account was immediately blocked because I have a self-exclusion entry at some other casino with the same license, which is wrong. Unfortunately nobody could tell me which casino it should be.
After a week of writing back and forth, I should fill out a quiz, wait 24 hours and sign documents. Everything done. Account still locked. Maybe 15 times written to the support no one could give me an answer why it cannot be paid out and what about the account.
Then I get an email that I should have violated the correct bonuses. I am said to have played with my 10 + 10 € bonus balance beyond the usual stake and therefore hit the correct bonus. I was given the time and game ID. The deposit that goes with this game was made on July 24th. I had my deposit with bonus credit until July 25th. 0:29 and played everything. The statement of the violation is based on this period. 2 hours later I made a deposit with which I also won the 6500 €.
During this period, I have not violated the terms. I have all evidence and extracts as well as emails from support
Please help
Automatic translation:
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3 years ago
Dear Mihi,
Thank you very much for submitting your complaint. I’m very sorry to hear about your cancelled winnings. I have checked promotional terms, and this is what I found https://www.drueckglueck.com/bonus-policy/:
"While making bets to wager any deposit bonus/offer (free or deposit) or bonus credited for free spin winnings, the maximum bet permitted is 10% (min 0.10) of the bonus amount or 5 (eg, 5 EUR, 5 GBP) (the lower amount applies). Failure to comply with this rule means you are in breach of the deposit bonus/offer terms and We reserve the right to void and remove any winnings. A bet includes any special bet feature, any gamble function or any other type of wagering activity (regardless of its name)"
Could you please advise which exact bonus you have activated originally? Please forward its name or your "bonus history". My email address is petronela.k@casino.guru. Could you please advise how much was your active balance at the time of the deposit (on 25th of July 0:29)?
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,
Petronela
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3 years ago
Dear Mihi,
Thank you very much for forwarding relevant screenshots. I’m sorry, but I didn’t find which bonus you have activated in the past. Could you please advise?
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3 years ago
Dear Mihi,
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
Translation
Hello, I had a 100% deposit bonus of 10 euros
Edited
Automatic translation:
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3 years ago
Could you please advise how much was your active balance at the time of the deposit without bonus (on 25th of July 0:29)?
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3 years ago
Thank you very much, Mihi, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hi Mihi,
I'm taking over your complaint. I will contact the casino and see if I can help.
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3 years ago
Hello Mihi,
I discussed the issue with the casino by Skype and now I know what the problem is. While you were playing with the bonus money, you breached the maximum bet rule by placing bets between €1.20 and €2. You had some winnings from the bonus, made a new deposit and continued to play with mixed funds. Your winnings of €6500 were cancelled, but the casino paid you €500 as a gesture of goodwill. I'm afraid there's not much I can do to help you in this case.
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