The player played jackpot game with a bonus and won €1300. The casino refused to pay out his winnings, because according to their Bonus T&Cs the player cannot play any jackpot games whilst having an active bonus.
Horus Casino - Player wishes to receive his winnings.
Amount: €1,300
Horus Casino
Safety Index:Below averageSafety Index
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6.3
Horus Casino has a Safety Index of 6.3, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
5 years ago
Public
Public
5 years ago
Translation
Casino refuses to pay out 1300 € or has reset the balance to the start value due to a breach of the bonus conditions.
The offense was the playing of a jackpot game (5 spins, whereby the jackpot feature was not activated, furthermore, no profit was generated from this game)
In the terms and conditions of the casino is that the playing of jackpot games with active bonus is not allowed.
In my opinion, it is theoretically a jackpot game, but if the jackpot feature is disabled, there is no jackpot, so denying the payout or the basis of the breach of the bonus conditions is very questionable.
Automatic translation:
Public
Public
5 years ago
Dear Andreas,
Thank you very much for submitting your complaint through our website. We are very sorry to hear about the problem with your winnings. I carefully read the casino’s Bonus T&Cs and I found out that any jackpot game is forbidden to play, if you have an activated bonus. So, whether the jackpot feature is disabled or not, it is still categorized as a jackpot game, which can be played only with real money. I also contacted casino’s live chat support and they confirmed it too.
We understand that you have only played a few free spins without winning, but many casinos have such rules. And if these rules are broken, they take away the winnings. We do not think this is the right solution, but many casinos apply this, and, unfortunately, there is nothing we can do for you in this case.
Best regards,
Kristina
Public
Public
5 years ago
Translation
But they can do something for me, such as a "minus point" for the casino regarding the bonus terms, to warn other users about it. This casino is anything but reputable, the bonus conditions are deliberately designed so that the majority of the users will automatically violate it, except for the jackpot slots, there is still a long list of slots that can not be played (this list works for me completely arbitrary and anything but normal)
I do not get my money from the casino and you can not help me with that, but the purpose of your site is to give a neutral rating, so I would like to point out in your description at least these dubious conditions.
Edited
Automatic translation:
