Duelz Casino - Pelaajien voittoja on pienennetty.

I won over 500e in two free spins, well I tried to withdraw and I got a message saying that only 100e can be withdrawn in free spins, well I played two free spins with a maximum win of 100e so I should have withdrawn 200e but only got 100e and the rest was taken away. I asked them to fix it and claim I only won one free spin, can you do something about it? 🙁

Voitin kaksilla ilmaiskierroksilla yli 500e, no yritin kotiuttaa ja sain viestiä jossa sanoivat että ilmaiskierroksilla voi kotiuttaa vain 100e, no pelasin kahdet ilmaiskierrokset joissa molemmissa on maximi voitto 100e joten minun olisi kuulunut saada 200e kotiutettua mutta sain vain 100e ja loput rahoista veivät pois. Pyysin heitä korjamaan ja väittävät minun voittaneen vain yhdillä ilmaiskierroksilla, voitteko tehdä asialle jotain?🙁

Dear Tiina-Hanna,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I have checked the general bonus terms and conditions, and this is what I found (here):

„Winnings resulting from a bonus or free spins that originated without making a deposit (i.e a "no deposit bonus" or "no deposit free spins"), are capped at €100 (or currency equivalent), unless specific terms are applied. Withdrawal requests of larger amounts will not be paid out and winnings in excess of €100 may be confiscated."

Please understand that it doesn't matter how many Free Spins you have obtained.

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predator, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play, especially when it comes to No Deposit bonuses.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Dear Tiina-Hanna,

We are extending the timer by 10 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

But there were two different free spins, not just one game or two different games, so don't both have the same conditions and both should get a 100e raise.

Mutta kyse oli kahdista eri ilmaiskierrroksista, ei vain yhden pelin elikkä kahden eri pelin iömaiskierroksista, niin eikö molemmilla ole samat ehdott elikkä molemmista pitäisi saada 100e nostettua.

Do I understand correctly that you have redeemed two different consecutive free promotional offers?

Yes, you understand, that's right

Kyllä ymmärsit, juuri niin

Have you deposited any funds between those two free bonuses? Have you withdrawn winnings from the first bonus before activating the second one?

Dear Tiina89,

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.

Unfortunately, we’re rejecting 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.