Simsinos Casino - Pelaajan voitot on takavarikoitu.

Title of the complaint:

Simsinos Casino is withdrawing winnings even though the bets were made with real money – despite an active bonus.

Complaint:

Hello dear Casino Guru team,

I would like to file a complaint against Simsinos Casino because my legally obtained winnings have been completely withdrawn.

I have uploaded all relevant screenshots and evidence as images.

The incident unfolded as follows:

Although a bonus was active, my stakes were demonstrably deducted exclusively from my real money balance.

This means that the bonus conditions cannot be applied in this case, as no bonus credit was used for the bets.

Nevertheless, Simsinos kept my entire winnings, including the €600 I had previously won in another real money game.

There is no plausible explanation for this.

At the time of the decisive bet, there was no active bonus stake, as the system itself clearly indicated that the stake came from real money.

This contradicts the casino's argument and is clearly evident in my evidence.

If the bet had truly violated bonus conditions, the system should have technically blocked the placement of that bet.

Other reputable providers do this.

If Simsinos allows such bets, it is a technical failure on the part of the casino – not the player.

I have repeatedly pointed out to Simsinos that there appears to be an error in the allocation between real money and bonus balances.

Nevertheless, the casino refuses to properly review my withdrawal request.

Simsinos has neither transparently explained why my winnings were cancelled, nor provided any comprehensible evidence that the cancellation was justified.

I urgently request support from Casino Guru, as I am convinced that the winnings were obtained legally and the cancellation is completely unjustified.

Thank you so much for your help.

Best regards

Simon

Titel der Beschwerde:

Simsinos Casino zieht Gewinne ein, obwohl Einsätze aus Echtgeld kamen – trotz aktivem Bonus

Beschwerde:

Hallo liebes Casino-Guru-Team,

ich möchte hier eine Beschwerde gegen das Simsinos Casino einreichen, da mir meine rechtmäßig erzielten Gewinne vollständig entzogen wurden.

Ich habe alle relevanten Screenshots und Beweise als Bilder hochgeladen.

Der Vorfall stellt sich wie folgt dar:

Es war zwar ein Bonus aktiv, aber meine Einsätze wurden nachweislich ausschließlich von meinem Echtgeld-Guthaben abgezogen.

Das bedeutet: Die Bonusbedingungen dürfen in diesem Fall gar nicht angewendet werden, da kein Bonusguthaben für die Einsätze genutzt wurde.

Trotzdem hat Simsinos meinen kompletten Gewinn einbehalten, einschließlich der 600 €, die ich zuvor bereits in einem anderen Spiel mit Echtgeld gewonnen hatte.

Es gibt dafür keine nachvollziehbare Begründung.

Zum Zeitpunkt der entscheidenden Wette existierte kein aktiver Bonus-Einsatz, da das System selbst eindeutig angezeigt hat, dass der Einsatz aus Echtgeld kam.

Dies widerspricht der Argumentation des Casinos und ist in meinen Beweisen klar ersichtlich.

Wenn die Wette wirklich gegen Bonusbedingungen verstoßen hätte, hätte das System die Platzierung dieser Wette technisch blockieren müssen.

Andere seriöse Anbieter tun das.

Wenn Simsinos solche Wetten zulässt, ist das ein technisches Versäumnis des Casinos – nicht des Spielers.

Ich habe Simsinos mehrfach darauf hingewiesen, dass offenbar ein Fehler in der Zuordnung zwischen Echtgeld- und Bonusguthaben vorliegt.

Dennoch weigert sich das Casino, meinen Auszahlungsantrag korrekt zu prüfen.

Simsinos hat weder transparent erklärt, warum meine Gewinne gestrichen wurden, noch nachvollziehbar belegt, dass die Stornierung gerechtfertigt wäre.

Ich bitte Casino Guru dringend um Unterstützung, da ich überzeugt bin, dass die Gewinne rechtmäßig erzielt wurden und die Stornierung absolut ungerechtfertigt ist.

Vielen Dank für Ihre Hilfe.

Mit freundlichen Grüßen

Simon

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Stay safe.

Dear srauschendorfer21,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the Bonus Terms and I found this:

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 5 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, together with a link to the specific bonus that you redeemed and played. My email address is veronika.f@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Veronika

Dear srauschendorfer21,

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