Hello Casino - Player’s winnings have been capped.

Ich habe mich in diesem Casino angemeldet und 20€ eingezahlt! Dazu habe ich einen 100% Bonus in Anspruch genommen und die Umsatzkriterien erfüllt. Ich erzielte einen Gewinn von 320€ den ich auszahlen lassen wollte. Dieser wurde nun storniert und der Gewinn auf 100€ reduziert. Mit der Begründung ich habe ja mit Freispielen oder einem No Depost Bonus gespielt. Dies ist aber nicht richtig!!!

Ich habe einen Betrag " eingezahlt " und gewonnen!!

Dear Daniel,

Thank you very much for submitting your complaint and for forwarding all the relevant screenshots. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation resolving this issue, but, before we do so, could you please forward your game and bonus histories to petronela.k@casino.guru?

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

Best regards,

Petronela

Es sind Seite 1 und Seite 458, also die Seite auf der die Einzahlung zu erkennen ist und zuletzt diese, auf welcher der Betrag von 320€ als Gewinn steht. Ich muss mich auch korrigieren, es war nur der 75% Bonus und kein 100% Bonus.

Thank you very much, Daniel, for providing all the necessary information. 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.

Hi Daniel,

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 Hello Casino to the conversation to participate in the resolution of this complaint.

Winnings from free spins or no deposit bonuses are capped at €100 as per clause 9.1 of our Promotional Terms and Conditions.

9.1 We reserve the right to limit winnings and withdrawals from all forms of no deposit bonuses / free spins / free bets added to a customer's account up to the value of €100 as may be expressly set out in the Significant Terms or communicated to you otherwise.

Your withdrawal has been canceled, your winnings have been capped at €100 and returned to your gaming account.

Das ist die Mitteilung des Casinos nachdem ich meinen Gewinn auszahlen lassen wollte. Ganz ehrlich.....ich bin stinksauer!

20€ eingezahlt, 75% oben drauf....mit 35€ gespielt......das ganze x35 umgesetzt. Dann freut man sich nach Stunden über die 320€ auf dem Echtgeldkonto und dann so etwas.

Hier die Antwort auf meine Beschwerde:

Wir haben Ihren Fall erneut geprüft und festgestellt, dass Sie tatsächlich gegen die Werbebedingungen in Bezug auf die am 1. Dezember 2020 geltend gemachten No-Deposit-Spins verstoßen haben.

Wenn es so wäre dann würde ich nichts anderes behaupten. Eingezahlt ist Eingezahlt....nix No Deposit!!!

Der Fall kann geschlossen werden . Ich glaube bei den Mitarbeitern von Hello Casino handelt es sich um einen dämlichen Truppe voller Legastheniker. Wenn ich diesen armen Menschen mit einer kleinen Spende helfen kann, dann soll es so sein. Vielleicht sollten wir einen Aufruf starten damit diese völlig verblödeten Idioten Ihren Schulabschluss nachholen können.

Hi Daniel,

I understand your frustration. Let's at least see if the casino replies here. If you didn't play with a no deposit bonus and all conditions were fulfilled, you should get paid.

We would like to ask Hello 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.

Hi Daniel, 

Thank you for your review.

Kindly note that winnings derived from free spins are capped at €50.

We draw your attention to clause 9.1 of our Promotional Terms https://www.hellocasino.com/promoterms which confirm that "We reserve the right to limit winnings and withdrawals from all types of no deposit bonuses / free spins / free bets that a customer has made available in their account to a value of up to € 100. This provision may have been expressly set out in the relevant terms and conditions or otherwise communicated to you." 

Therefore, in accordance with our terms and conditions, your winnings were capped to a sum of €100.

Our records further confirm that you have since successfully withdrawn the capped winnings.

Trusting this provides some clarity to the matter at hand.

Kind Regards,

Thank you for your reply. What bonus exactly was this? Did the player receive a free spins bonus after registration?

Hi Peter,

This was not a welcome bonus offer, as the customer claimed the welcome offer back in August 2020.

The spins were credited by our customer support staff on 1st December 2020 and the customer was referred to the promotional terms https://www.hellocasino.com/promoterms, when they were added.

Best Regards

Es waren keine Freispiele....wie oft muss ich das noch erwähnen.

Dear Hello Casino,

Could you please provide the player's game history and bonus log and mark the free spin bonus properly so that it is clear whether the player played with free spins or not? You can send it to my email address: peter.m@casino.guru.

Dear Peter,

We regret we are unable to submit that information, due to GDPR constraints - the customer however is welcome to make a direct request for the information by contacting our Customer Support Team.

Kind Regards

Hi Daniel,

Since the casino can't/won't provide the evidence above (game history, player's log) directly to us, could you please request it yourself and forward it to my email address - peter.m@casino.guru?

Hi Daniel, has there been any progress?

Dear Daniel,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply and provide the required information in the given time frame, we will reject your complaint.

Since the player stopped responding, we are forced to reject the complaint.