FatFruit Casino - Pelaajan voitot takavarikoidaan.

Hello,

I received €20 cashback from the casino, which I then wagered and won a total of €4,000. Unfortunately, my withdrawal request was rejected and €3,950 was withheld because the maximum winning amount is €50. However, the terms and conditions only state that no deposit bonuses fall under this rule. Otherwise, the only thing it says on the subject of cashback is: 1.7. Cashback is a bonus unless otherwise stated. All general rules that apply to bonuses also apply to cashback bonuses.

As far as I understand, cashback cannot be a no deposit bonus, because I don't get any cashback without a deposit. I only get cashback if I deposit money. According to the terms and conditions, all other bonuses have a maximum payout of €5,000.

Hallo,

ich habe 20€ Cashback von dem Casino erhalten, die ich dann auch umgesetzt habe und insgesamt 4.000€ gewonnen habe. Leider wurde meine Auszahlungsanfrage abgelehnt und 3.950€ einbehalten, da der maximale Gewinnbetrag 50€ beträgt. In den AGBs steht allerdings nur, dass No Deposit Bonis unter diese Regelung fallen. Ansonsten steht dort zum Thema Cashback nur: 1.7. Cashback ist ein Bonus, sofern nicht anders angegeben. Alle für Boni allgemein geltenden Regeln gelten auch für Cashback-Boni.

Cashback kann nach meinem Verständnis kein No Deposit Bonus sein, da ich ohne Einzahlung auch keinen Cashback erhalte. Cashback erhalte ich nur, wenn ich auch Geld einzahle. Alle anderen Bonis haben laut AGBs eine maximale Auszahlung von 5.000€.

Dear Rfx1991,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please clarify which cashback bonus you activated? If possible, please post a link or promo code you used to activate this offer here in this thread.
• Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

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

Best regards,

Kristina

Hi Kristina, thanks for your answer. I have been credited with the so-called VIP slots cashback: Bronze. You receive this automatically every week if you have gambled away money the week before. I have just seen that there are separate terms and conditions for this type of cashback:

https://www.fatfruit1.com/de/promotions/slots-cashback

These terms and conditions clearly state that the maximum winning amount is €5,000.

I tried to clarify the matter in the chat, but the employee only told me that the maximum winning amount is €50.

Best regards

Hi Kristina, danke für deine Antwort. Ich habe das so genannte VIP slots cashback: Bronze gutgeschrieben bekommen. Das erhältst du automatisch jede Woche, wenn du die Woche davor Geld verspielt hast. Ich habe gerade gesehen, dass es für diese Art von Cashback eigene AGBs gibt:

https://www.fatfruit1.com/de/promotions/slots-cashback

In diesen AGBs steht eindeutig, dass der maximale Gewinnbetrag 5.000€ beträgt.

Ich habe versucht die Sache im Chat zu klären. Der Mitarbeiter sagte mir aber nur, dass der maximale Gewinnbetrag 50€ beträgt.

Viele Grüße

Hello Kristina,

The management contacted me again and told me that the money had been deducted from my account in error. I received the €3,950 back and can now pay it out.

Thank you and best regards

Florian

Hallo Kristina,

das Management hat sich bei mir jetzt nochmal gemeldet und hat mir mitgeteilt, dass mir das Geld fälschlicherweise abgezogen wurde. Ich habe die 3.950€ zurück erhalten und kann sie jetzt auszahlen.

Danke und viele Grüße

Florian

Thank you for your reply, Rfx1991. Do I understand correctly we can now consider this case resolved?

Hello Kristina,

yes, the case is closed. Thank you very much

Hallo Kristina,

ja , der Fall ist erledigt. Vielen Dank

Dear Rfx1991,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Kristina

Casino.Guru