The player from Germany used a €20 no deposit bonus at the casino, which was given as bonus credit. They accumulated around €500 with the bonus balance and received a notification that it had been converted to real money. However, when they logged in later, their account balance was reduced to €100 without prior notice. We rejected the complaint because the player didn't respond to our messages and questions.
Golddino Casino - Player’s winnings have been reduced.
Amount: €1,200
Golddino Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
10 months ago
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11 months ago
Translation
I played at this casino yesterday with €20 no deposit. The €20 was also given as bonus credit and not real money. After I had an amount of 500€ or so with the bonus balance because spin, I got the notification that the bonus balance is now my real money and the bonus was ended. But after I had over 1000€ at the casino, I went offline and wanted to play something in the evening. In the evening then the surprise, my account was simply screwed down to 100€ and this was written to me by email.
Automatic translation:
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11 months ago
Dear timm462f,
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):
1.3. Bonuses and Free Spins that are with a no-deposit requirement have a maximum withdraw limit of 100€ or equal in other currency. Bonuses that come with a deposit requirement have no limits on withdrawals if not otherwise stated, but the deposited amount needs to be played through at least 1 time in order to prevent bonus abuse.
I would like to emphasize, that according to our Fair Gambling Codex, we consider imposed win limit to be unfair and predatory, 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.
Could you please forward your game history to petronela.k@casino.guru. I'd like to check when the bonus wagering was completed.
Looking forward to hearing from you.
Best regards,
Petronela
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11 months ago
Dear timm462f,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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10 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
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