Has anyone else had money stolen from them over a legitimate misclick?

How are you doing friends! I hope everybody is hanging in there, having good luck in recent sessions.

I’m curious, have any of you ever had winnings that you were sure of, that may as well be in your pocket taken unjustfully by a Casino over a legitimate mistake? Tell me your story!!

If anyone could weigh in on my current situation please do as I’m sort of going crazy over here I don’t know what to think..

I will link the complaint thread but basically I was planning on soon cashing out, and while I was mashing spin button i accidentally in turn bought a bonus round.

https://casinoguru-en.com/simsino-casino-player-s-winnings-are-confiscated-due

I never noticed this but in Relax gaming slots if you move your finger right above the spin and double tap it will initiate the bonus buy.

I know that using them to benefit yourself is usually considered bonus abuse so without even letting the round play out I contacted casino support and told them my problem. They advised I attempt to withdraw immediately which I followed and it was DENIED!

I’m really honestly just surprised and a bit shocked that they actually are doing this.. I’m praying that something can be done.. Initially I had no doubt that they would see this for what it is and it wouldn’t be a big deal.. but here I am. I mean what else could I have done? if simply double tapping our screens in slightly the wrong spot is enough to lose our winnings that were lucky and fortunate enough to win, what is next?

I really appreciate it if you read the whole post… if you have any thoughts or advice please comment ill be checking back on this thread.

Thanks bye for now everyone

Hey. Sorry for your current situation with this casino. I have read your post and checked your complaint as well, and unfortunately it doesn't look well. I can really understand your frustration, especially whilst you have accepted the bonus by mistake. The bad think is, in this case, and sorry for telling that, you are the only one who can really know that it was by mistake. Do you get me? For everyone else, you simply violated the terms, and to tell you the truth, I can not be very positive about the outcome of your complaint. Only if the circumstances were a bit different here, if you have noticed the mistake straight away and didn't put any bets, and contacted the support straight away, only there I would see some bright light at the end. I hope, you don't take it wrong, I just want to express what I actually thing about this case, and am really sorry that this happened. I wish you, for the next time, to avoid such issues, and of course, good luck.🍀🤞

Hey thanks for the reply albeit worrying… am I really just screwed over here ugh..

to make one correction however,

"Only if the circumstances were a bit different here, if you have noticed the mistake straight away and didn't put any bets, and contacted the support straight away, only there I would see some bright light at the end"

This was exactly the case. I went straight to support, I actually only let the round play out immediately prior to my withdrawal request, which was after I contacted support. That’s why I’m so torn up over this situation is it was a legitimate accident and I acted accordingly. Like I don’t know what else I could do to make myself appear less guilty

I understand your feelings and I sympathize with you. In this case, I will not run to conclusion and we will see how your complaint will be solved and where it will lead, although it will probably be difficult to help you according to what I have read. Whatever the outcome, it will always be at least a lesson you have learned even if I would be glad if you could be helped. 😥

i do appreciate all the care you and the team are giving.. what lesson do I have to learn though? I’m not sure I can stop myself of pressing wrong area on the screen… I mean look how easy this is, relax gaming should really change it tbh 😔

Im not sure if I came across as disingenuous in my complaint… but I view this as cheap of an excuse to not pay out as they come. I always respect the rules and if I break one I will own it. I figured that because I was honest and went straight to support it wouldn’t be a big deal. I mean come on, who snitched on themselves when they are trying to gain something?! I didn’t even know the result of that round until after i told support hey I just accidentally clicked bonus but I came to you before letting the round play or placing any other bets..

Just sucks because if you see it from my side it really is a complete rip off / unjust confiscation, it’s not like I "accidentally" bought one to try and chance a win and kept playing

Yes, I can see that it is quite easy to buy. But you should always read the Terms and Conditions to see if such things are allowed. For bonuses I would read everything, what games are excluded, what is the max bet and everything necessary. Of course, if something is not clear, there is still support you can contact to get the right answers. That's what I would learn from this because a lot of players have problems and they are mainly from the bonuses. 

Anyway, your complaint is still open, so there is still a little hope, although I don't want to give you a false one and say that it could be solved. But we'll see. ☘️

The thing is that I understood the rules i don’t know what I could have done things differently… I am honestly a bit surprised no one else is more "up in arms" about this… but thanks for your reply

I would say a regular misclick is still a valid bet, so I understand that from the casino's point of view, being open to such mistakes can easily be misused.

I imagine it sounds quite harsh...

Anyway, I recall some threads about the max bet button being far too close to the play button or change bet button and players hitting the max button by mistake and losing a significant portion of their funds in a single second. 🙁

If you're interested, this is an example: https://casino.guru/forum/slots/max-bet-location#post-78259

So anyone that makes an honest mistake with no intent *or way* to benefit from it deserves to lose their money is the lesson..?

Anyway.. As I said in the other thread does this not deserve some attention?

1.11. You may not place any bets that exceed the maximum bonus bet size when using bonus money. The maximum bonus bet size is 4 EUR (or the equivalent in any other currency) per bet/spin or equivalent unless it is stated differently in the specific terms and conditions tailored to each bonus campaign"

"1.13. Any Bonus Funds are displayed separately from any Deposit Funds in Your Player Account."

From this section of the terms this would not fall under any wrongdoing.. is it not up to them to make their rules clear?

seizing my winnings by definition makes Simsino a not fair and safe place to play .. I can be the first to warn people if this unfortunate situation I’m in is not corrected.. I just want what is rightfully mine

I did say the less honest players could benefit from that. That's the reason I mentioned "the casino's perspective".

When it goes hand in hand with a bonus, such action leads to breaching the maximum bet rule. Frankly, most casinos do not enforce this rule on the software level, so in such cases, we try to approach each case individually. Trying to explain that the outcome of such bet or bets should also be considered:

The casino's point of view

The maximum bet rule is an industry standard in online gambling used by casinos to protect themselves against bonus abusers. Therefore, casinos feel confident about using this rule and checking the betting history of players who have played with a bonus and asked for a withdrawal.

Most casinos don't technologically enforce their max bet rules. This means that the players are able to place bets higher than they are allowed to according to the Bonus T&Cs, so they have to carefully watch their bet sizes themselves.

The player's point of view

Many online casino players know about this rule and are careful not to break it when playing with bonus money.

However, there are still a lot of players who are not aware of the maximum bet rule. These players might unintentionally break it. This often happens after a big win, when a player might naturally increase the bet sizes because of the increased bankroll. In these situations, players feel cheated if their wins are taken from them later on because they weren't aware that they'd done anything wrong.

Players don't want to painstakingly read all T&Cs and also watch their bet sizes to not mistakenly place a higher than allowed bet. Most of them will follow the rule if it is visibly stated to them in the casino lobby, in the game itself or in a prominent part of the page or advertisement informing them about the bonus.

Our position:

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.

On the other hand, we think that this rule should be enforced at software level, i.e., that the casino's software or website shouldn't let players place higher bets than the limit. This is one of our requirements for 'fair and safe casinos'.

If software enforcement is not possible, each case should be judged separately, so that only players who have broken the rule knowingly and systematically to gain an advantage are punished.

Additionally, the max bet sizes should be clearly displayed, ideally in the casino lobby or directly in the games (if possible) or on a prominent part of the page or advertisement informing them about the bonus, and not just "hidden" in the rules for bonus play. It is a common practice to only list the max bet in Bonus T&Cs, but we appreciate when casinos make them more visible and easier to follow.

Maybe I didn't express my previous opinion quite well.

I hope this is more clear now.

Our Team will consider that in the complaint. I simply responded to your posts. Yet the official outcome is reserved for the complaint.

What we are discussing here is a theoretical part, held outside the official complaint.

Wish you a fair resolution, of course.

Ok you know what you are right i apologize for being short with you thanks for all you guys do

And yeah I totally agree with everything you said there. I mean unfortunately for some the terms and conditions are there to be read. it is an easy task to read the terms so you can protect yourself from any undesired outcomes, therefore winnings being confiscated by casino for wrongdoing, such as getting a big win and continuing to play with a raised stake are completely justified.

i appreciate you stressing the case by case basis and I really hope Simsino also take that in my mind.. as my case is the most obvious case of non beneficial / accidental "bonus abuse" out there.. asi said before like why would I immediately snitch on myself without even seeing if I had won?

I hope our team will be able to help you out with your case, we surely will wait for the best result.🤞