The player from Germany had their bonus winnings capped. After a closer examination, we ended up rejecting this complaint as unjustified.
Gioo Casino - Player’s winnings have been reduced.
Amount: €500
Gioo Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
After the deposit I was offered 20 free spins in the chat
During the free spins I had won 550 euros. Suddenly it was only 50 euros. The chat consultant then referred to the sales conditions. These were not said beforehand. I have now closed this scam casino.
Automatic translation:
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2 years ago
Dear Brushmanx,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I have checked the general bonus terms and conditions, and this is what I found (here):
„General terms
1. Unless stated otherwise, the maximum withdrawal limit on free spins is: EUR 50 / USD 50 / CAD 75 / NZD 75 / PLN 200 / NOK 500 / ZAR 900 / JPY 6,500 / HUF 17,500, not counting the deposit amount. Remaining balance will be written-off in favour of the Casino. In order to withdraw your winnings obtained from a no deposit bonus, which is given upon registration, it is necessary to make at least one valid deposit.
2. The maximum you will ever be able to withdraw from play with funds associated with a no deposit bonus is EUR 50 / USD 50 / CAD 75 / NZD 75 / PLN 200 / NOK 500 / ZAR 900 / JPY 6,500 / HUF 17,50."
Do I understand correctly that your winnings have been accumulated solely from Free Spins?
I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predator, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play, especially when it comes to No Deposit bonuses.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help.
Thank you in advance for your reply and understanding.
Best regards,
Petronela
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2 years ago
Dear Brushmanx,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
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2 years ago
Translation
yes the winnings were accumulated from 1 euro 10 rest from the free spins. nevertheless you have to say it
before that you can only keep 50 euros and then notify the player when 50 euros have been reached and not only deduct 550 and then 500
Automatic translation:
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2 years ago
Yes, I agree that it would be an ideal scenario. Could you please confirm that you have received the withdrawal of €50?
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2 years ago
Translation
I had received the 50 euros, but then of course I gambled away and lost them. And everything was gone.
Automatic translation:
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2 years ago
Dear Brushmanx,
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint as unjustified. Thank you for your understanding.
