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Hello,

I received a bonus from a deposit, and I played and won over €600. Suddenly, I noticed that my balance was reduced from over €600 to something around €40.

I immediately contacted support, and they replied with this:

You have experienced a bonus balance conversion. This happens when you are playing on a bonus and have successfully met wagering requirements. Every offer has wagering requirements that you must complete before you can cash out.

The moment you complete that requirement, the system automatically eliminates the excess balance, leaving only the amount you're entitled to cash out.

They said the money is always gone, but I didn't find anything in the terms and conditions stating that when you meet the bonus requirements, almost all your money is eliminated.

What’s the point of getting a bonus if everything disappears anyway…

Hallo,

ich habe durch eine Einzahlung Bonus bekommen und ich hab gespielt und über 600€ gewonnen und auf einmal fiel mir auf dass ich mein Guthaben reduziert hat. Von über 600 € auf irgendwas mit 40 €.

Habe sofort den Support angeschrieben und die haben mir das geantwortet:

You have experienced a bonus balance conversion. This happens when you are playing on a bonus and have successfully met wagering requirements. Every offer has wagering requirements that you must complete before you can cash out.

The moment you complete that requirement the system automatically eliminates the excess balance and leaves only the amount you're entitled to cash out.

Sie meinte dass das Geld immer weg ist aber ich habe bei der Geschäftsbedingungen nicht gefunden das wenn man die Bonus erfüllt dass fast mein ganzes Geld eliminiert wird.

Für was bekommt man Bonus wenn eh oder so dann alles verschwindet….

Dear Beater,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please send me the link to the bonus you activated and played with? Alternatively, you may post a screenshot here with the bonus along with its Terms and Conditions, or you may forward me the promotional email with the offer at veronika.l@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear Beater,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Yes, I'm sorry, I've had a lot to do privately.

First of all, I would like to thank you for your efforts and time.

I will get in touch with you via the email address provided, thank you in advance.

Best regards

Ja, es tut mir leid, hatte privat viel zu tun.

zuerst bedanke ich mich für ihre Mühen und Zeit.

Werde mich per angebend email bei ihnen melden, danke schon mal.

Mit freundlichen Grüßen

Dear Beater,

I have not received any emails from you yet. Could you please check if you used the correct email address? It's veronika.l@casino.guru.

Moreover, please keep in mind that bonuses often come with a cap on maximum possible winnings. That's why I asked you to send me the Terms and Conditions of the bonus you redeemed and played with.

I would like to emphasize that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider an imposed win limit to be unfair and predatory 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.  

Dear Beater,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I sent her an email yesterday, thank you.

Ich habe gestern eine Mail an sie geschickt danke.

Thank you for your email. I have checked the Bonus Terms and Conditions, and this is what I found:

5.Maximum withdrawal limit for deposit free spins is 50 EUR/USD, 75 CAD, 75 NZD, 75 AUD, 1,000 ZAR unless stated otherwise in the individual terms of a promotion.

6.The maximum winnings that will be paid out resulting from a cashback bonus, comp points bonus, tournament bonus, any deposit bonus, except welcome bonus, personal VIP bonus or the weekly bonus, will be 5x (times) the bonus issued. Please note that any amount in excess will be forfeited and removed from your account prior requesting a withdrawal.

However, in the section regarding welcome package, the Terms state the following:

Maximum withdrawal limit from any welcome cash bonus: 3,500 EUR, 3,500 USD, 5,000 CAD, 5,000 NZD, 35,000 NOK, 70,000 ZAR, 420,000 JPY.

Maximum withdrawal limit from any Welcome Package free spins: 50 EUR, 75 CAD, 75 NZD, 500 NOK, 1,000 ZAR, 6,000 JPY.

Therefore, I need more information from you. Please send me the screenshot from your casino profile showing the bonus you activated and played with.

Also, kindly specify the amount you deposited and the bonus amount you received. Did you also receive free spins with your bonus?

Dear Beater,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.