The player from Germany had his winnings canceled for breaking a bonus rule. We ended up rejecting the complaint because the player was informed about the rule but decided to ignore it. The casino offered a small compensation to the player because the situation could have been handled better by the casino support.
Horus Casino - Player’s winnings were cancelled.
Amount: €1,965
Horus Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Other
REJECTED
Case summary
8 months ago
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1 year ago
Translation
Hello casino guru. I made a deposit at Horus Casino and played my way up to over €2000. Then I verified myself. Then I requested a payout of €1000. Then the sticky bonus was deducted from €20, which was also correct. Then I played on with the remaining €1000. All of a sudden the slot said I had no more money. Then updated. Suddenly only had 40€ credit. The €1000 withdrawal was canceled and the €965 balance was converted to €40. What shoud that? I made no mistake and the casino is cheating. It can't be that you always only collect deposits and when you want to pay out, everything is taken at once. Please help. Thanks
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1 year ago
Dear Clever1180,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you received any explanation from the casino why your winnings have been cancelled? Were your winnings voided completely or partially? Could you please advise which exact bonus you activated?
Ideally, please forward its name or specific link when replying.
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
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1 year ago
Translation
I got an email from Horus for the weekend bonus. I then got the Sunday bonus activated. Means I couldn't deselect it when I made a deposit. Which was funny at one point. Then I increased my deposit from €40 + €20 Sticky Bonus to over €2000. Then I asked via the chat whether I had to pay out 1000€ twice because only 1000€ went by credit card. Then you said twice and congratulated me on the win. Then I requested a withdrawal of €1000. I just kept playing with the rest. Suddenly I got the message in the middle of the game that my credit was no longer sufficient. Suddenly the €965 was gone and you put my deposited €40 back. The €1000 payout was also cancelled. Then I got the mail from the finance department. Supposedly the bonus wasn't for me and everything is canceled and I get my €40 back. A joke. This is definitely cheating. I did nothing wrong. Please help me. Thanks
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1 year ago
Translation
Hello Casinoguru team. Here's a slightly better explanation, because I was pretty excited at the first explanation. I got an email from Horus for the weekend bonuses. Then I charged on Sunday. I couldn't deactivate the bonus by the way. It was active straight away, but that wasn't really the problem either, as it was just a sticky bonus that was legitimately deducted afterwards. Then I played my money up to over €2000, without using the bonus amount, which, as I said, wouldn't matter. Then I asked via the chat if I could pay out the bonus in 2x1000€ by credit card. They said yes and congratulated me on winning. Then I requested a payment of 1000€ to my credit card. Then the bonus sticky amount was deducted and the rest was shown as real money. Then I gambled a little more. Suddenly the €965 balance was deleted and replaced by my deposit amount and the €1000 payout was cancelled. Then I got an email from Horus. Supposedly the bonus was not for me and everything is cancelled. Bottomless action from them. I also play on Vegaz and I've never had any problems there. Maybe I'll get help, since I can't be held responsible for their mistakes and I've hyped myself up with my deposit amount. My nickname at Horus is Clever1180. Thank you and best regards
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1 year ago
Thank you very much, Clever1180, for the clarification. Could you please forward any relevant communication to petronela.k@casino.guru? Have you received the abovementioned bonus via email or it was available inside your casino account, please?
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1 year ago
Translation
As well as. I got the bonus via email and it was already active in my account. What else would you like to have by email?
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1 year ago
I was wondering if you saved the conversation when the casino advised you that the issued promotional offer shouldn't be available for you. Thank you.
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1 year ago
Thank you very much, Clever1180, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) 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.
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1 year ago
Hi Clever1180,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Horus Casino to the conversation to participate in the resolution of this complaint.
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1 year ago
We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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1 year ago
Dear player,
thank you for contacting us. Guru team, apologies for the late reply.
On the 18th of March (Saturday) you contacted the live chat agents to ask about the email promoting the weekend bonuses that were part of Horus Casino's bonus offer.
After inquiring why you couldn't activate the bonus, our live chat representative replied that you are not eligible to claim the bonus because your account didn't meet the midweek deposit requirement of 150€. At the time of the inquiry, you also couldn't activate the bonus because it was Saturday, and the bonus only becomes visible at 12.00am on Sunday, and remains available throughout the day until 12pm, hence the name Sunday Wager Free Bonus.
Worth noting is that the bonus isn't automatically activated on players accounts when the promo email is sent, the bonus becomes active if opted for in player's cashier before making a deposit.
Even though you were accurately informed (on Saturday 18th at 19:29) that your account is not eligible to claim the bonus according to the Bonus Terms and Conditions, you still decided to activate it on Sunday at 10:39AM. You even said you didn't trust the information provided by the Live Chat representative in the same correspondence. If Guru mods need the chat I will provide it privately.
Activating the bonus is solely your responsibility. In this case you did it even after being warned that your account is not eligible to claim the bonus. Aside from informing and warning you against claiming, we couldn't do more to stop you as one would expect that would be enough from deterring you and risking having a bad experience.
You mentioned in the complaint that you couldn't deactivate the bonus on Sunday when you made the deposit, but the bonus only becomes available if you choose to activate it before the deposit. If anything, you could have contacted our 24/7 Live Chat Support team and they would have done it for you in the same responsible and honest way as when they informed you not to claim the bonus. Instead, as per your words, you didn't see having the bonus active as an issue and continued playing.
Even though you acted against the Live Chat's instructions and Bonus Terms and Conditions, we still returned your deposit on your balance to have another go, this time clean from bonus restrictions.
We can't be held responsible for your actions, best we can do is provide accurate information to avoid unpleasant situations like this one. You should have listened to our Live Chat agents advice and this would have been avoided. Instead you decided to ignore/not believe their instructions.
Thank you for the understanding!
Jessica
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1 year ago
Translation
I have not activated a bonus!!! This claim is a huge cheek! I have charged yes! I asked why the bonus didn't work yes! Since it didn't work, I still charged and played yes! Suddenly the bonus was activated! Why?! A sticky bonus! Never mind, I thought to myself! Because a sticky bonus is deducted from the profit everywhere! That's why I didn't ask the chat! It'll be taken off anyway! Then I win with my money! Without your imposed bonus! And then even your chat congratulates me on the win!!!! And suddenly everything is canceled and you return my deposit?! Why? That's an admission that you made a mistake! As soon as you win, everything is cancelled! It's obvious cheating on your part! Everyone sees that! I didn't want that 50% Sticky Bonus anymore! Everyone can see that as soon as there is a payout, everything possible is done to prevent it from happening! Untrustworthy and clearly not recommended! Your excuse is bottomless! Restore my rightful profit! And please don't give such a cheeky and, above all, too late answer again! It is obvious! If you were honest you would admit your mistake! Because I didn't make a mistake! But I will be punished for your mistake! Very bad behavior on your part!
Automatic translation:
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1 year ago
Hi all,
Thank you for your replies.
Dear Jessica,
Could you please send the whole chat conversation to my email address (peter.m@casino.guru)?
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1 year ago
Hi all,
I've looked at the chat transcript and I have some additional questions.
Dear Jessica,
You are correct that Clever1180 was informed about the conditions of the bonus, that he isn't eligible for the bonus, and the fact that if he activated the bonus his winnings would be lost. However, can someone explain why wasn't the bonus deactivated when the player requested it repeatedly? He asked the support staff to deactivate it and they kept telling him that there was no active bonus. He even sent the screenshot attached. Why wasn't the bonus deleted? 
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1 year ago
Translation
Thank you for understanding. I asked why the bonus is activated. The colleague kept saying that nothing was activated and then I even sent her a screenshot of it and she confirmed again that nothing was activated. I said okay and then loaded money. So why was the bonus active even though I was confirmed twice that no bonus is active. I made no mistake and I didn't activate a bonus. I want my winnings restored as it is not my fault and you are at fault. Thanks!
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1 year ago
We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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1 year ago
Hello Peter,
Referring to the screenshot, that probably is due to him activating the bonus the previous Sunday. On the 12th of March he has 3 failed deposit attempts so it is safe to assume he wanted to claim the bonus but couldn't successfully deposit. I say assume because we don't log when the player has activated (clicked activate) the deposit bonus. On our end the bonus is seen as issued only when the deposit is made, hence why Live Chat informed him that he didn't have an active bonus at the time, because he practically didn't, as you can see on the screenshot his real balance is 0,03€ with no bonus funds bracket next to it.
There is a chat session on 19th of March when he visited for help with difficulties to deposit, and once he successfully deposited the agent mentioned he had activated the Sunday wager free bonus, but then the player didn't request to have it cancelled and started playing. Our Live Chat agent didn't cancel the bonus on their initiative, because the player visited for help with conducting a deposit, and once he managed to deposit he never asked them to cancel the bonus. That would have been the right time to ask them to cancel the bonus and avoid this bad experience. Instead he started playing.
Our agent didn't advise to have the bonus cancelled since it wasn't complying with the Bonus Terms and Conditions because they don't perform such checks if not asked to. On the 19th he visited only for help with depositing, and to request to cancel the bonus after he already accumulated the balance. Can provide both transcripts if needed of course.
Bottom line is the player is facing the consequences of his own negligence. He only asked what the Sunday bonus means after he accumulated balance from it. If he had familiarized himself with the Bonus Terms and Conditions prior to taking, or at least listened to Live Chat's instructions this would have been prevented.
We can't take responsibility for actions players take against our guidance.
Respectfully,
Jessica
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1 year ago
Translation
But why was the bonus active, even though I haven't recharged and didn't even want the bonus anymore, let alone ever having activated it. He was just active. It was also in the period of their page move. Maybe it has something to do with that too. However. Their statements go round in circles and only aim to not pay out once someone wins. It paints a very bad picture of your casino and support. They try to blame me all the time. Even though I can't do anything about it. Because I didn't select a bonus. Embarrassingly recurring statements on your part that don't make it look any better!
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1 year ago
Hi all,
Thank you for your replies.
Dear Horus Casino team,
"On the 19th he visited only for help with depositing, and to request to cancel the bonus after he already accumulated the balance. Can provide both transcripts if needed of course."
Please forward the transcripts to my email address (peter.m@casino.guru).
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1 year ago
We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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1 year ago
Hello Peter,
I have sent the requested transcripts to your email (peter.m@casino.guru).
Please let me know if you haven't received them so I can send them again.
Respectfully,
Jessica
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1 year ago
Hi Jessica,
Thank you for the email. Basically, we agree and understand that the player was informed about what would happen if he deposited and played with the bonus. However, there is some truth on both sides. The player saw that the bonus was activated and wanted the casino support to cancel it. This request was completely ignored so the user experience wasn't great. We will not demand the casino to pay the full winnings but some sort of compensation as a sign of goodwill would be nice. This is, of course, up to the casino and what message it wants to send.
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1 year ago
Hi Peter,
Here are my key takeaways from this case and feel free to correct me if I am wrong.
-The player knew he had a forbidden bonus attached to his deposit the moment he made the deposit and didn't ask for cancellation, but he requested to have it cancelled after accumulating the winnings.
-The player was unaware of the Bonus Terms and Conditions (he asked about them after accumulating the winnings)
-True he asked to cancel the 'aktiv' bonus in the screenshot, but at the time he didn't have an active bonus so there was nothing to be cancelled. He was on live chat talking to an agent when the deposit was being made plus the agent told him he had the bonus active. He ignored all that as presented in the chat transcripts. And these are facts, actual chain of events during which the player had all the chances to request cancelling of the bonus.
-Another fact that the player was unaware/ignored of the existence of Bonus Terms and Conditions (as on every other casino) is the fact that they aren't aware of the max cash out of the bonus. According to the Bonus Terms and Conditions the max cashout from the Saturday and Sunday Wager Free Bonuses is x5 the bonus amount.
He deposited 40€ and activated the 50% bonus. He would be eligible for a 100€ max cashout from the bonus, if everything was by the book.
We are prepared to pay him 100€ to have the matter closed, even though we disagree with the resolution due to the bad precedent it leaves.
Respectfully
Jessica
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1 year ago
Translation
€100 of €1965 that I earned with my deposit amount, i.e. without your bonus amount printed on it. Because this bonus was active and I didn't want it and I didn't activate it either! That's just 5%! 🤣 The chat told me that no bonus was active! That statement was wrong, as we've all found out now! And I'm being punished for your chat agent making a false statement! Strong! Thanks! It's just annoying and just plain disappointing!
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1 year ago
Dear Clever1180,
I suggest you accept the casino's offer because that's the best you can get here. You were informed what would happen if you made that deposit and played with the bonus. You could have waited till Monday or demanded the bonus deactivation once more. It wouldn't be fair from us to ask the casino to pay you the full winnings. I'm afraid your complaint will be rejected. If you disagree with our decision, please turn to the Antillephone Gaming Authority (certria@gaminglicences.com). I wish I could be of more help.
Best regards,
Peter
