FizzSlots Casino - The player's winnings were capped.

Hallo, ich hab in diesem Casino 72,76 € mit Litececoin eingezahlt und den Willkommensbonus genutzt.

Ich habe mich an alle Bonusbedingungen gehalten und den Bonus erfolgreich umgesetzt. Ich hatte nach der erfolgreichen Umsetzen des Bonus hatte ich knapp 550€ auf dem Konto. ( genau weiß ich es nicht mehr weil es sofort weg war). Anstatt der knappen 550€ fand ich dann 145,52€ auf meinem Konto wieder was auszahlbar ist.

Also ich mich gleich an den Support gewendet und mein Anliegen erklärt.

Dieser teilte mir dann mit es wäre bei meinem Einzahlugnsbetrag klar das ich nur 145€ auszahlen könne. Das ist aber nirgendwo in den Bonusbedinungen erfasst :

Bonus +100% on the first deposit +120 freespins

We have a great gift for all new players. This is a 100% welcome bonus for making the first deposit equal up to €500 (500 USD, 20000 UAH, 50000 RUB, 50000 INR)

Follow these simple steps for getting the bonus:

1. Sign up

2. After signing up, select the «100% for the first deposit for slots» bonus in the pop-up window or in the "Promotions" section.

3. Select the bonus and click «Activate»

4. Deposit €5 or more and get the bonus equal to your deposit amount (up to €500) + 120 free spins!

Bonus on the first deposit

- The bonus amount is credited to the bonus account. For the bonus to be credited to the player's main account, a wagering of X35 must be met. Once the wager requirement is met, the bonus amount will be credited to the player's account and can be withdrawn.

- Minimum deposit amount for bonus activation: 20 EUR/USD, 200 UAH, 500 RUB, 500 INR

- Minimum bet amount per one spin: 5 EUR/USD, 200 UAH, 500 RUB, 500 INR

- Maximum bonus amount: 500 EUR/USD, 20000 UAH, 50000 RUB, 50000 INR

- If the bet amount per one spin exceeds the maximum level, only the amount specified as the maximum amount in the rules will be taken into account for providing a bonus.

Free spins

- 120 free spins will be added right after you activate the bonus and submit your first deposit in the "Promotions" section

- Only games listed in the promotion can be used for free spins

- Maximum bet amount per spin is 0.2 EUR/USD, 5 UAH, 20 INR, 20 RUB

- The winning amount gained from free spins is credited to the bonus account.

- For the bonus to be credited to the player's main account, a wagering of X35 must be met. Once the wager requirement is met, the bonus amount will be credited to the player's account and can be withdrawn.

Additional requirements:

- This special offer is available only for new players who have never made a deposit in Fizzslots casino.

- The part of the deposit that should be used for this purpose depends on the game category: Slot games – 100%, Live-casino – 0%

Example:

If you bet 5 EUR when you play Live Roulette, your bet will be considered as 0 EUR for bonus requirements

If you bet 5 EUR when you play Slots, your bet will be considered as 5 EUR for bonus requirements

- Cancellation of any part of the Welcome Bonus at any stage will result in cancellation of all subsequent parts of the bonus under this offer

- When wagering a bonus, funds from the main balance are used first and then from the bonus balance.

- During the wagering of the active bonus it is impossible to make deposits and request withdrawals from the gaming account.

- The active bonus can be cancelled at any time, but the wagering progress and bonus amount will be lost.

Ich bitte um Klärung dieses Problems. Für mich geht hier nirgends hervor das man seinen Bonus nur verdoppeln kann.

vielen dank

Hello Tim1993,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with FizzSlots Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if you ever deposited into the casino? Is your account verified and if yes, since when exactly? Did the casino send you any terms or screenshot showing that your winnings should be limited?

Regards,

Nick

mein Account ist verifiziert und der begrenzte Betrag wurde ausgezahlt. Das Casino hat keine Beweise dafür liefern können

Thank you Tim1993 for all the information. I will now forward your complaint to my colleague Andrej who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Tim1993,

I’m sorry to hear that your bonus winnings were capped. I’ve checked the casino’s Terms and Conditions, but haven’t found any information indicating that winnings from the welcome bonuses should be capped in any way. I’ll contact the casino and try my best to resolve this situation as soon as possible.

I would like to invite the representatives of FizzSlots Casino to join this conversation and participate in the resolution of Tim1993’s complaint.

Dear casino team,

Could you please clarify the situation? Why were Tim1993’s winnings from a welcome bonus limited to two times the initially credited bonus amount?

Dear "Tim1993" and Casio Guru team,

First of all I’m really sorry that our welcome bonus terms turned out to be confusing for you.

Please note that even the name of the bonus has an explanation of the limit:

"Bonus +100% on the first deposit"… This is a 100% welcome bonus for making the first deposit equal up to €500 (500 USD, 20000 UAH, 50000 RUB, 50000 INR)"

This means that if the player meets the wager requirements, they will receive + 100% of the deposit amount as a bonus.

In this particular case the player deposited €72,76 and after completing the bonus requirement received + €72,76 as a bonus. Therefore the overall amount of €145,52 was credited to the player's real balance.

Please let me know if you have any further questions. 

Erstmal danke für die schnelle Antwort. Zum ersten Punkt finde ich selbst ihre Erklärung völlig verwirrend. „Bonus+100%" wären für mein Verständnis dann ich bekomme 72,76 Bonus und kann darauf nochmal die selbe Summe gewinnen. Dann bleibt aber noch der Einzahlungsbetrag. Somit müsste es schon 3 fach sein. Weiter geht es mir den Bonus Bedingungen dem so genannten wager. 35fach umsetzten um den Betrag nur verdoppeln zu können ist mehr als unverschämt. Ich habe das Gefühl es ist gezielten so irreführend formuliert um Leute zur Nutzung des Bonus zu verleiten. Ich werde das so nicht aktzeptieren. Klingt für mich auch eher als hätte man sich da auf die schnelle was überlegt.

Sowas muss klar aus den bonusbestimmungen hervor gehen. Ansonsten ist es nicht rechtens

Thank you all for the replies.

Dear casino team,

Thank you for clarifying, although, it’s worth noting that the terms of the bonus are misleading, to say the least. Do I understand correctly that upon claiming the welcome offer and placing the initial deposit, players are awarded an amount equal to the deposited amount, after which they can play their deposit, following which, if the deposited amount is played down, players can use the bonus amount and if they manage to wager an amount equal to 35x the bonus amount, their bonus balance is reduced to the original bonus amount, meaning that the maximum a player can win/withdraw from the welcome offer is the initial bonus amount itself?

Dear Andrej,

No, that's not correct. Once a player meets wagering requirements, they receive the amount of the deposit back + another 100% of bonus (exactly as the player described in the first message). 

Man spiel im Prinzip nur darum das man sein Geld verdoppelt oder alles verliert. Das ist aber so irreführend formuliert und ehrlich gesagt ist das fern ab von gut und böse. Ich bin der Meinung ihr solltet ganz dringend die bonusbedienungen umformulieren ( was die Folge hat das keiner mehr das Angebot nutzt ) weil es einfach lächerlich ist. Trotzdem sehe ich es nicht ein, wenn man nicht in der Lage ist das klar zu formulieren ich jetzt das ganze so hinnehmen muss. Zahlt mir meinen gesamten Gewinn ändert eure Beschreibung und gut ist

Thank you all for the replies and for clarifying. I formulated the question incorrectly – focusing on net winnings and not including the initial deposit amount in the limit.

Now, taking the limitation into account, it’s safe to say that, the bonus offer is far from lucrative. However, that would not be an issue if this was communicated to players clearly. After thoroughly reading through the bonus rules, we believe that they do not in any way imply that the bonus amount accumulated at the time of completing the wagering requirements should be capped. The name of the bonus - ‘Bonus +100% on the first deposit +120 freespins’ – implies that players get a 100% of the deposited amount as a bonus, but doesn’t imply that the sum of the deposit and the bonus amount would also be the maximum that can be withdrawn. The same goes for the following part:

"Bonus on the first deposit - The bonus amount is credited to the bonus account. For the bonus to be credited to the player's main account, a wagering of X35 must be met. Once the wager requirement is met, the bonus amount will be credited to the player's account and can be withdrawn."

In regards to the term ‘the bonus amount’ in the second and the third sentence, we believe that any player would believe that the term refers to the amount that is in their bonus balance at the time of completing the wagering requirement, instead of the original bonus amount.

With that being said, we believe that since Tim1993, despite reading the bonus terms couldn’t be aware of this condition, should be paid his winnings from the bonus in full.

Lastly, needless to say, we strongly recommend amending the existing terms and conditions of the bonus to avoid further confusion and a similar situation from happening again.

In case the casino fails to comply with our ruling, this complaint will be closed as ‘Unresolved’.

vielen dank für deine Hilfe Andrej. Ich habe es genau so verstanden wie von dir oben beschrieben. Es ist sehr irreführend und es wirkt auf mich so als soll es das auch sein um eben Spieler für diesen Bonus zu gewinnen. Hätte dies explizit so dort gestanden, hätte ich den Bonus nicht genutzt, da die ein Bonus immer ein Risiko birgt und dieses Risiko geht man in der Regel ein um deutlich mehr zu gewinnen. Dies war bei mir auch der Fall. Dann so etwas zu erleben ist eine herbe Enttäuschung. Es lässt sich alles nachvollziehen da es eine Spiel Historie gibt. Daher wünsche ich mir das das Casino handelt.

Dear Andrej and Tim1993,

As a goodwill gesture and to show our commitment to provide the best service, we have credited the player with the amount of 388.66 EUR, which is the remaining amount of bonus funds that the player had seen on the balance at the moment of completing the bonus requirements.

As for our bonus terms, we will definitely make adjustments to avoid further confusion.

Best regards,

Fizzslots Casino team.

Vielen Dank ich muss sagen das ist sehr freundlich. Ebenfalls besten dank an Andrej für deinen Einsatz.

Thank you, FizzSlots Casino team, for your understanding and for taking the appropriate action.

Dear Tim1993,

Could you please let us know if you consider the issue to be resolved or if there’s any way be can be of further help?

Looking forward to hearing from you.

Habe das Geld erhalten und konnte es sofort problemlos auszahlen. Vielen Dank für eure Mithilfe und ebenfalls vielen Dank an das Casino

Thank you, Tim1993, for the update and for using the Casino Guru complaint resolution center. I’m very glad you have received your winnings. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru