Free spin winnings regulated

Hi,

So today I recieved 10 free spins om Book of the Dead by a danish casino. For once I got lucky and landed a bonus. And guess what, Rich Wilde himself showed up as symbol. I landed all 5 symbols and won roughly 5000 DKk.

The 5000 DK was regulated down to 200 after maybe a minut or 2. The free spins was listed as wagerfree and no max win was listed in the e-mail. So I checked their rules and it says that max win on free spins is 2.500Dkk.

So I have contacted them and asked why 200 instead of 2500. What do you think my chances are of getting thw 2.500 Dkk? And what should I do if the casino insists on only paying me 200?

Ulrik

Hello Ulrik.

Congratulation on finding the Rich Wilde! 🙂

To your question "So I have contacted them and asked why 200 instead of 2500. What do you think my chances are of getting thw 2.500 Dkk? And what should I do if the casino insists on only paying me 200?"

At first, you should provde more information, if you don't mind.

The most important part is: How exactly did the casino justify the amount of 200DKK, please?

Where did you play and what are the bonuses terms and conditions applied?

Let me know soon.

Thanks for your answer,

I got an e-mail from vindercasino.dk, which is generally a trusted Danish casino? It says: 10 wager free spins, active for 3 days, 1DKk per spin, only one time use, only active accounts and furthermore general rules and terms apply.

The general rules on their site states you can win up to 2500. BUT in many other promotions they have written max win capped to 200 - but not this time. It ONLY says the general terms apply.

The 5400DKk I won was changed down the to 200 within minutes and without any contact or message about it.

I spoke to a staff member yesterday and send screenshots of the mail and off their general terms regarding free spins(2500 max win). He has not returned today though.

So I am 99,99% sure I am entitled to 2500 and not only 200. Whether the casino intends to honor this is something else : P

Also I was thinking playing with the remaining 200Dkk - But has restrained from it so fare. I was afraid that would be the same as accepting only the 200Dkk.

I'm sorry but the problem lies exactly in the fact that "It ONLY says the general terms apply". I mean, if you can find such information stated in the bonus rules, it's just applied. In an ideal world, the offer would also inform you about the max cashout directly in the email, sadly it is rather an exception.

I was hoping you could paste here the email offer plus the screenshot on those additional rules. That would be useful. Did the casino employee mention a specific part of the bonus terms or where exactly it is located in the general terms?

If the rule was easy to find ad clearly stated, I fear the casino is correct.

Kindly let me know, and feel free to post screenshots (in English preferably).

Thank you.

I just got contacted by the casino. They insist I am only entitled to 200DKK but did however compensate me another 200DKK so there is 400 on my saldo. He said it was a so called "reactivating promo" and with this only 200DKK winnings are allowed. I cannot find anything about this on their site.

As you can see in the screenshot they mention 5 conditions + the general terms(which state free spins max win 2500).

I have issues uploading the pictures here, so I made a gallery: https://postimg.cc/gallery/X0TZptx

Ok. Now I'm a bit suspicious.

Just a simple thought: If the casino insists the max cashout is 200DKK, why add another 200DKK to your account?

What would you say if I suggest submitting a complaint to you? If the rules are not clear enough or specific, it would be best to forward this situation to our dedicated Complaint Team. This guide explains what to expect along the way: https://casino.guru/complaint-resolution-instructions

I'll leave that decision to you, of course.

If you agree, use this link, please: https://casino.guru/complaints

That was my thoughts exactly. A bit shady ; like trying to make me not move on with it.

Well I thought about for 10 minutes and then wrote a complaint. Started with the formalia(my personal information etc) Then I stated exactly what I was complaining about. Moved on with explaining, what the employee Finn had told me on phone.

Then I listed the real situation - what the e-mail said and what their general terms says. And that, what Finn from VinderCasino claimed(Max win 200 in a ‘reactivating campaign’) was nowhere to be found in the e-mail nor their website.

Probably your experts could have written a better complaint. I am however educated within custom taxes and have done my fair share of statements of claim. Also I did almost 2 years at lawschool before switching to another education. I believe I covered the essentiels in my complaint.

I also believe that trial by court would fall out in my favor. Even if the casino could somehow prove, that they intended to write max win 200 in the e-mail, but forgot to do so it wouldn’t matter. I know that Danish law is very strict regarding promotions like this. In most cases they would be held responsible, for what they have written. Or in this case what they say, they have forgotten to write.

I'm sorry to say it, bud we probably do not understand each other well regarding the complaint.🤔

I mean, you have not yet created one about this issue so, what do you mean by

"Probably your experts could have written a better complaint."

It's great you are so well-educated, but from my experience, it would take quite some time and money to sue the casino for such a low amount. It is more about the moral principle, I get it! Still, I say it would be easier to start with the complaint.

https://casino.guru/complaints

Are you in?

I just meant I wrote the complaint straight away. The casino did not reply yet. And that I do have experience regarding processing / case handling.

Edit: Forgot to mention, that I sent my complaint to the casino on May the 30. So it is soon 14 days without a word in return. Read somewhere they have to answer with a descision within 14 days - Or tell you when one is expected to be ready.

Hello!

I'll try to explain one more time. We do not deal with complaints we are not part of. 🙂 To allow us to carry the complaint, you must create one here on our website.

Click this link to start over:

https://casino.guru/complaints

Can you do that, please?

Thats okay. I did not ask you to.

Depending on the casinos answer I will seek help.

Could you explain, please? I honestly lost the rope here.

One way or another - good luck to you!

Update: I contacted a local department of a free-law-help thing. So I went and had a meeting with them, showed them my screenshots of everything and they agreed I had a case. So after the summer holiday was over, a law student wrote a letter to the casino stating they owed 2100 and that they had 2 weeks to pay. Or further legal actions would be taken. Fairly quick the casino, that they agreed. They promised to pay me the 2100 and then they would close my account after that.

Tomorrow the 2 weeks deadline has past, but so far no money on my bank account or the casino account. I expect them to pay today or tomorrow maybe, as the promised.

I'm curious how your situation will turn out since today is the deadline. Could you continue to update us if the money has arrived and if not what the next steps will be ? It seems to me to be quite an interesting case. 

I will wait.