Simsino Casino - Pelaajan voitot takavarikoitu väitetyn bonuksen väärinkäytön vuoksi.

(Player from Germany)

Hello,

I used the no wagering requirement welcome bonus at Simsino and won on the game "Coins" (Hacksaw Gaming).

After I made a withdrawal request, I received an email from the casino accusing me of bonus abuse.

See here:

However, I didn't play any prohibited games, as I had checked the bonus conditions beforehand, and I haven't committed any "bonus abuse", as the casino has accused me of.

In any case, the casino has unfortunately canceled my withdrawal request, which I find very unfair.

Thank you in advance for your help,

Best regards,

Ruben

(Spieler aus Deutschland)

Hallo,

Ich habe bei Simsino den Willkommensbonus ohne Umsatzbedingungen benutzt und mit dem Spiel "Coins" (Hacksaw Gaming) gewonnen.

Nachdem ich den Auszahlungsantrag gestellt habe, bekam ich eine Email vom Casino, dass ich Bonusmissbrauch begangen habe.

Siehe hier:

Ich habe aber kein verbotetens Spiel gespielt, da ich die Bonusbedingungen vorher überprüft habe und habe kein "Bonusmissbrauch", wie das Casino es mir vorwirft begangen habe.

Auf jeden Fall hat das Casino leider meinen Auszahlungsantrag storniert, was ich sehr unfair finde.

Ich danke Ihnen schon mal für ihre Hilfe

mfg

Ruben

Dear Rubeng93,

Thank you very much for submitting your complaint.

I'm sorry to hear about the issue you encountered while using the no-wagering requirement welcome bonus at Simsino. To assist you further, could you please provide additional information regarding the following points:

• Can you specify the exact terms and conditions associated with the welcome bonus you utilized, particularly regarding eligible games and any potential restrictions?
• Do you have any documentation or screenshots of the bonus terms and conditions that you reviewed prior to playing "Coins" by Hacksaw Gaming?
• Have you previously experienced any similar issues or misunderstandings with bonuses or withdrawals at Simsino, or is this an isolated incident?

Your cooperation in providing these details will help us investigate and work towards a resolution.

Furthermore, if you have any relevant communication or documentation related to this matter, please feel free to forward it to petronela.k@casino.guru. This will enable us to gain a comprehensive understanding of the situation.

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,

Petronela

Hello Petronela,

I just registered with Simsino and played in this casino for the first time, so this is an isolated case.

Regarding the rules: Maximum bet with bonus money is 4 euros and the game Coins was not on the list of "restricted games with bonus money". I have adhered to these rules and will send you the documents and screenshots by email.

Kind regards

Reuben

Hallo Petronela,

ich habe mich neu bei Simsino angemeldet und das erste mal in diesem Casino gespielt, ist also in diesem Fall ein Einzelfall.

Bezüglich den Regeln: Maximaler Einsatz mit Bonusgeld ist 4 Euro und das Spiel Coins stand auch nicht auf der Liste der "eingeschränkten Spiele mit Bonusgeld". An diese Regeln habe ich mich gehalten und ich schicke Ihnen per Mail die Unterlagen bzw. Screenshots.

mfg

Ruben

Thank you very much, Rubeng93, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi Rubeng93,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Simsino Casino to join the conversation and contribute to the resolution of this complaint.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Rubeng93,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Kahnawake Gaming Authority (https://casino.guru/licensing-authorities/kahnawake-license) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter