Simsinos Casino - Pelaajan voitot on takavarikoitu.

Hello,

I’m filing a complaint against Simsinos Casino regarding an unfair situation where my winnings were completely removed without explanation.

I deposited €180 into my account, played fairly, and fully complied with all bonus terms and general conditions. My KYC verification was approved, and I managed to win €940.

Without any notice or proper justification, the casino deleted all of my winnings and only returned €100 to my account.

I contacted their support team, but received no clear response or valid reason for this action. I was not informed of any violation, and nothing in their terms supports this decision.

I am requesting a full refund of my €940 winnings, or at the very least, a documented and transparent explanation.

Thank you for your help and support in resolving this issue.

Dear Mister21,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Simsinos Casino regarding your winnings.

In order to assist you better, I would like to ask you a few questions to clarify the situation:

• Did you receive any notifications or messages from the casino regarding the removal of your winnings?
• Can you confirm if there were any specific terms related to your winnings that you might have overlooked?
• Have you attempted to reach out to the casino's support team again after your initial inquiry, and what was their response?
• Could you please send me a link or a screenshot of the bonus you played with?

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

Hello Véronique,

Thank you for your quick response.

Here are my answers to your questions:

-Did I receive any notification from the casino?

No, I did not receive any warning or prior notification before my winnings were removed.

I only found out after contacting the support team myself, and they replied that I had placed a €61.98 bet while a bonus was active, exceeding the maximum bet limit of €4.

-Were there any bonus conditions I may have missed?

The bonus was part of my first and second deposits (a total of €180: €80 + €100).

While I acknowledge a €61.98 bet may have occurred, I was never warned or prevented from placing that bet in the game.

There was no automatic block in place, which is a failure on the casino’s part.

Also, my total balance of €940 included real-money funds, not just bonus money.

-Did I contact their support again?

Yes, I contacted them several times.

Their only reply was a copy of their terms and conditions about the bonus max bet.

They ignored the fact that part of the €940 were my personal deposits, and I only received €100 back – even though I had deposited €180 in total.

-Screenshot or link to the bonus?

I’m sending you screenshots of the bonus and my deposits as attachments with this message.

The bonus was advertised as a welcome bonus on the first and second deposit, including match percentages and free spins.

Thank you very much for your help.

I truly hope this situation can be resolved. I remain available for any additional information you may need.

Best regards,

Simon L.

Mister21

[email address hidden by Casino Guru]

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

1.11. You may not place any bets that exceed the maximum bonus bet size while a bonus is active. The maximum bonus bet size is 4 EUR (or the equivalent in any other currency) per bet/spin or equivalent, unless otherwise stated in the specific terms and conditions of each bonus campaign. Please note that it is your responsibility to ensure that you are aware of the maximum bonus bet size. For cases where bets are deemed to have exceeded the maximum bonus bet size, an account may be reviewed, and the bonus funds confiscated in the process.

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history in Excel format showing all the bets you made while the bonus was active. My email address is veronika.f@casino.guru.

Dear Mister21,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru