The player from Germany has been falsely informed about the maximum cash out from rewarded bonus. The issue was successfully resolved. The casino acknowledged the mistake and the player got paid.
GGBet Casino - Player’s winnings have been capped.
Amount: €700
GGBet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Hi
I accepted a bonus at gg.bet.
Since I couldn't find any information about the max cashout of the bonus, I asked the live chat that the bonus had a max cashout of 1050 euros, which was unfortunately not correct.
After successfully implementing the bonus, I had around 850 euros. 700 euros were deducted and I was then only able to pay out 150 euros.
the max cashout of the bonus was therefore 150 euros.
I contacted the casino about the case. They apologized and posted me a screenshoot where the max cashout can be seen after the bonus activation, but in the English version. I used the German client where the max cashout was not shown.
they only offered me 30 fs which is a joke in relation to a total loss of 700 euros.
Since I am not aware of any guilt and do not see the error at the casino and not with me (no information about max cashout in the promo description in German, live chat gave incorrect information about max cashout) I opened this case.
Automatic translation:
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3 years ago
Dear fowi30,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please specify which exact bonus you have redeemed? I would like to check the terms and conditions. I have received your forwarded screenshot, unfortunately, I didn’t find Swintt bonus on the website. Could you please forward its link or promotional email that you have received? My email address is petronela.k@casino.guru.
Thank you very much in advance for your reply.
Best regards,
Petronela
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3 years ago
Translation
there was no advertising email for it. I found the bonus under my messages in my gg.bet account
if you enter the bonus code: SWINTT on your personal my bonusses page you will see the conditions since I have already used the bonus, I can no longer see it the message bonus code has already been used.
I have already given you a screenshoot of the SWINTT bonus
this could be found under my personal messages in my gg bet account.
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3 years ago
Thank you very much, fowi30, for forwarding all the relevant communication. I wanted to check SWINTT bonus conditions, unfortunately, it seems that this specific promotion is not available anymore.
From the forwarded screenshots it seems like the maximum cash out was displayed when a player would activate the bonus.
I’m truly sorry but currently, is your word against the casino. Even if you’ve been informed falsely regarding the maximum cash out, I would call it an honest mistake and not an attempt to lure you in as the bonus was redeemed already at that point. Even if a live chat agent has provided incorrect information, the bonus terms and conditions prevail.
I wish I could be of more help but I’m afraid there’s not much we can do for you in this case.
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3 years ago
Translation
maybe the max cashout could be seen in the english language version but not with the german language client. i can unfortunately no longer check it because i have already used this swintt bonus i didn't see anything so i contacted the live chat. I have already checked this by activating other bonuses with max cashout. Neither in the description of the promo nor after redeeming the bonus on the deposit page no max cashout information appears. neither in english nor in german there is no evidence of a max cashout. it was the same with me with the swintt bonus.
what should i do if i can't find any information about max cashout and the live chat gives me wrong information
German version: 
English version: 
In this case there is a max cashout of 250 euros as the live chat told me (if that's true, in my case it wasn't like that)
can you find max cashout information? at least not me.
also here you have to rely on what the live chat indicates.
in the terms it is stated that each bonus has different conditions (which should actually be in the description of the promo) here, too, there is no information about the max cashout of a bonus.
as you can see there is no other way to find out the max cashout than via live chat !!! and that's exactly what gave me wrong information
Edited
Automatic translation:
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3 years ago
The terms and conditions mentioned above are for a different bonus. I'm really sorry but a screenshot from my last reply shows the maximum cash out for the correct bonus. I fully understand your frustration and point of view, but a mistake of a live chat agent doesn't change the terms and conditions. It is just unrealistic that you would get paid the full amount.
Is there any other option of how to resolve this issue to your satisfaction?
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3 years ago
Translation
the screenshoot from your last answer was in english but i use the german language version and there was definitely nothing of a max cashout.
you can't even check it anymore because the bonus code doesn't work anymore
The other bonus that I posted is only there to show you by means of another bonus that there is no max cashout information here either and that it is no coincidence that max cashout information is concealed here.
and that was the case in my case even if the casino now claims the opposite
there was definitely no maxcashout information with the german game client otherwise I would not have contacted the live chat either
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3 years ago
Thank you very much, fowi30, for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future. Meanwhile, we would like to give a chance to casino to defend their position.
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3 years ago
Hi fowi30,
I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite GG. BET Casino to the conversation to participate in the resolution of this complaint.
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3 years ago
Translation
I found another bonus offer and found the following after activating the bonus. In the English version, the max cashout is displayed in the German version, which I also don't use with the swintt
German version no max cashout information: 
German version: max cashout information available: 
Since I activated the German language for my bonus, I could not see the max cashout as can be seen here with this bonus. That is no coincidence.
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3 years ago
Thank you fowi30 for your reply. It seems the casino doesn't translate the whole bonus terms to German. We would like to ask GG. BET Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.
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3 years ago
Hello Jörg!
Thank you for your request. We are sorry that the operator made a mistake during the consultation and indicated the incorrect sum of the maximum cashout. Inattention sometimes leads to such unpleasant situations, but we fully acknowledge our guilt in this case and have previously provided you 30 free spins as an apology.
Also, we would like to thank you for pointing out the lack of a full translation of the bonus conditions into German, we have corrected this misunderstanding and will gladly thank you for your help in the form of an individual offer. You will receive an e-mail with all the details to the e-mail address that you specified when you registered your account.
Best regards,
Veronica
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3 years ago
Dear Jörg!
We have decided to charge 735 euros to your account as an apology.
Thank you for your patience!
And thank you all for your assistance in this matter.
Kind regards,
Veronica
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3 years ago
Translation
Many thanks to gg bet and casino guru for clarifying the case
especially at gg bet it is not a matter of course that you will now pay me the full amount of the winnings that shows me that this casino has made an accommodating decision and in the interests of the player, many thanks
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3 years ago
We're glad to help in solving the disputed issues, thank you for your cooperation!
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3 years ago
Hi all,
Thank you Veronica for your help, it is much appreciated.
Dear Jörg,
I'm glad to hear that your issue was resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
