GrandWin Casino - Player's winnings have been confiscated.

Ich habe das Casino schon länger benutzt und mehrere Einzahlungen und Auszahlungrn getätigt. Es hat immer gut funktioniert bis ich einen großen Gewinn von ca. 4000€ gemacht habe. Diesen Gewinn konnte ich mithilfe eines Einzahlungsbonuses generieren. Das Casino hat mir einige Zeit später mein gesamtes Guthaben, bis auf meine letzte Einzahlung von 425€ gelöscht. Als Begründung haben Sie mir Bonusmanipulation vorgeworfen, was sicher nicht stimmt. Auf weitere Anfragen hat mir das Casino keine Antport gegeben und nicht erklärt was genau ich falsch gemacht haben soll. Bitte helfen Sie mir meine Gewinne zu bekommen...

Dear jakobh,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

Which bonus did you play with? If possible, please post a link or promo code you used to activate the offer.

Do I understand correctly that the casino didn't specify which rule you breached? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Liebe Kristina,

Es war ein Casino Bonus mit 125% bis zu 500€. Das Casino hat mir nur Auszüge aus ihren Geschäftsbedingen geschickt. Ein Teil war dick markiert, es ging um das Ändern des Spielverhaltens. Ich schicke Ihnen einen Screenshot davon. Das ist allerdings die gesamte relevante Kommunikation zwischen mir und dem Casino, ich habe keine weiteren Informationen erhalten. Ich finde es extrem unfair ich habe gespielt wie sonst auch immer...

Thank you very much, jakobh, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, jakobh,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear GrandWin Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why have the player's winnings been confiscated? It would be great if you could explain what he committed.

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Please note that in case the player played within the casino's Terms and Conditions/Bonus Rules and did not breach other rules (KYC issues, multiple accounts/bonus abuse...), we do not consider it a sufficient reason for winnings confiscation, and the winnings should be paid in full. In addition, the rule (especially the highlighted part) stated in the complainant's screenshots is one of the reasons that contributed to a lower rating/"safety index" of GrandWin on casino.guru, and we consider it unfair.

Dear jakobh,

I am in contact with the casino representative outside the thread, and I am waiting for the details and supporting evidence.

Once I have any news or updates, I will inform you. I am extending the timer for the casino.

Thank you for your patience and understanding.

Dear jakobh,

In the meantime, the casino fully supported its claims with relevant details and evidence.

After gathering all the necessary information and details, we are closing this complaint as unjustified due to breaching the casino's terms and conditions (especially bonus-specific Terms and Conditions) - regardless you did it intentionally/knowingly or not, it is clear the way you played (with an active bonus) gave you a significant unfair advantage over other players or the casino. Although you "held" your real money balance in a type of game that is not literally mentioned as restricted in the specific bonus rules or that playing it does not count toward wagering requirements, you minimised the risk of losing anything from your real money funds (while winnings later went to the bonus balance) - higher chance to meet the wagering requirements. However, the maximum bet amount while playing with an active bonus was clearly stated and applied (available on a link to the bonus-specific rules, distributed in a promotional email), and you breached it by each of the bets made with your real money with an active bonus.

"8. Restricted Gameplay:

...

- Placing bets of amounts higher than 12 €/$/£ (or equivalent to € in other currencies) or 5% of the given bonus, whichever is lower."

For understandable reasons, I will not disclose any further details. Also, I am sure you are very well aware of how you managed to accumulate such a high amount. The disputed amount would have been significantly different without using such an "improver".

Your deposits were returned, and only the illegitimately accumulated winnings from the bonus were confiscated. The casino acted correctly and in accordance with its terms and conditions, and we agree with its decision.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, GrandWin Casino Team, for your help and cooperation.

Best regards,

Branislav, Casino.Guru