HomeComplaintsJokerino Casino - Player’s free bonus winnings have been reduced.

Jokerino Casino - Player’s free bonus winnings have been reduced.

Amount: €900

Jokerino Casino
Safety Index:Very low
Submitted: 21 Dec 2020 | Case closed : 06 Jan 2021
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

3 years ago

The player from Germany had her winnings from No Deposit bonus capped. After a closer examination, we ended up rejecting this complaint as unjustified.

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3 years ago
Translation

I registered with Jokerino with a bonus code and won hundreds of euros. I made 1450 out of 10 Euro no deposit bonus and wanted to withdraw the amount, what I didn't know is that I should only find 100 when I next log in. Then I wrote to support and asked where all the money went. Then the support said the following:

Chat on jokerino.com

Conversation started on

: Saturday, December 12, 2020, at 20:43 (GMT + 0)

[20:44] Customer Support:

Welcome to Jokerino.com. How can we help ?

[8:44 pm] Me: Hello

[20:44] Juliana has herself

in the conversation

[20:45] Juliana: Hello

[20:45] Me: I had

1450 euros in payout. Now there are only 100 left. Where did the money go?

[20:48] Juliana: ok

[20:48] Me:?

[20:48] Juliana: you

won with the free

[20:49] Juliana: and there

the max payout is € 100

[20:50] Me: And if I do

Increase the money now, Max Cash out remains 100 euros or do I get the money

if I would now, for example, make 300 euros out of there?

[20:50] Juliana: yes then

the 100 € are now your cash

[20:51] Me: So if

I come back to 1000 euros then I get the money?

[20:51] Juliana: yes

[20:51] Juliana: because she

€ 100 is your money now

[20:51] Me: Ok, thanks

[20:51] Me: Nice ones

Evening

[20:52] Juliana: thank you,

Likewise

[20:52] Juliana has it

To leave the conversation


Then I went out

the 100 euros made 1000 euros and paid out.

After that, I only got 100

euro transferred to my account. Although I thought I would still have 900 euros

on the casino account. So on my Jokerino account was 900 euros

withheld that are no longer available to me. So I have the support

wrote back and he quarreled with me.

Chat on jokerino.com

Conversation started on: Monday, December 21, 2020, at 15:57 (GMT + 0)

[3:57] Me: Hello

[15:57] Aleksandro has

get into the conversation

[15:57] Aleksandro: Hello

[15:59] Me: Good evening,

I had 1000 euros in the payout, no bonus balance, but I only got

100 euros transferred. Can you please help me?

[16:00] Aleksandro:

Hi there. Email please

[16:00] Me: censored

[16:00] Aleksandro: a

moment

[16:02] Aleksandro: with

the free bonus is payout max. 100 €

[16:03] Me: No no

I have a chat transcript in which I was assured that the 100 now

is real money and if I multiply it it will be paid out in full

[16:03] Me: I can do it

to prove

[16:04] Me: I had

send me the chat on the email. I was assured of that

[16:07] Me: Hello?

[16:07] Aleksandro:

moment

[16:07] Me: Ok

[16:09] Aleksandro has

get into the conversation

[16:10] Aleksandro: yes

that's right, but they played and then made a break - and they

Payout is max 100 €

[16:10] Aleksandro: then

you played with a lot more the whole time

[16:10] Aleksandro:

2020-12-12 21:52:47 withdraw | 100.00 EUR CANCELED

2020-12-07 15:17:34

withdraw | 1475.00 EUR CANCELED

[16:10] Aleksandro: you

have played with the money from the free the whole time

[16:11] Aleksandro: you

warn never in the account only 100 € but always much more

[16:14] Me: You have this

1450 canceled and made 100 out of it. Then I asked where that

Money is gone. Here in support I was told that the 100 euros now

would be real money and I asked twice if I now increase it to 1000

for example I get it and it said yes twice. Do you want these

see email? It is an original chat transcript from your support window

(Not enough space for the rest of the conversation)

Automatic translation:
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3 years ago

Dear Jennifer,

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 https://jokerino.com/en/bonusterms/:


"Maximum withdrawal for no deposit bonus, cashback or free spins

The maximum withdrawal of winnings is at €100. This regulation applies to all players from Germany, Switzerland, Austria, Finland, Norway and Sweden. For other countries it is at €50.

Example: You receive a free bonus of €10. From this amount you will get winnings of €120 after fulfilling the bonus conditions (e.g. bonus must be converted x times). A maximum of €100 can be paid out as real money. The remaining funds, which exceeds the maximum withdrawal amount of €100 will be canceled in that case. Attention: After the conversion of bonus funds into real funds, the maximum withdrawal amount of the profits from this real funds is also €100. This means that all funds which have once been generated with the use of bonus funds can be paid out once to a maximum of €100."


As soon as the wagering requirements have been completed your winnings became withdrawable. They don’t turn into real money, au contraire, they still carry maximum cash out.

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predator, 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, especially when it comes to No Deposit bonuses.

I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Best regards,

Petronela

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3 years ago

Dear Jennifer,

We are extending the timer by 10 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

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3 years ago
Translation

Thanks for the answer. I'm familiar with the Max Cashout, I understand what it's about, but what I don't understand is that Juliana clearly said in the chat that I would get the money if I turn the 100 € into 1000 €. Maybe I didn't describe the facts exactly enough (not meant badly). I'll try to explain exactly what happened. I registered with the bonus code. The 10 € became 1450 €. I then gave them to pay out. When I logged in again, there was only 100 € on it. Taking real money. I then wrote to the support where Juliana explained to me that the € 1450 bonus balance was and that if I increase the € 100 real money now that I get paid out. I asked her twice in the chat and she answered yes twice. And so it happened. I gambled the € 100 real money up to € 1000 and made a payout. When I discovered an entry of 100 € on my account, I contacted the support again and they told me something about Max Cashout in the bonus balance. He wasn't interested in what Juliana had assured me. I have transcripts of all chats at Jokerino by e-mail. Best regards and Happy New Year Jennifer

Automatic translation:
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3 years ago

I understand your frustration, Jennifer. I can’t explain why an agent who works for the live support gave you false information, unfortunately, as I mentioned previously as soon as the wagering requirements have been completed your winnings became withdrawable. They don’t turn into real money, au contraire, they still carry maximum cash out.

Could you please advise if you have deposited any funds into your account? 

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3 years ago
Translation

Yes, I also deposited 10 euros via instant transfer, but the 1000 euros were already in the payout. I put a 10 in so that the bank details are clear. It says it is paid out to what you paid in with.

Automatic translation:
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3 years ago

You have deposited €10 into your account to verify the payment method but the winnings were accumulated purely from a No Deposit bonus, is that correct?

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3 years ago
Translation

That's right

Automatic translation:
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3 years ago

Have you succeeded in withdrawing the €100?

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3 years ago
Translation

Yes, I could withdraw the 100 €.

Automatic translation:
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3 years ago

As all your winnings have been accumulated from a free bonus and you have succeeded in withdrawing the maximum cash out, I’m afraid there’s nothing else we could do for you. 

Please let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint. I really wish I were of more help. Thank you.

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3 years ago
Translation

Okay, I understand. Nevertheless, thank you very much for taking care of the matter. Best regards, Jennifer

Automatic translation:
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3 years ago

Once again Jennifer, I’m sorry I couldn’t help you to resolve this case. I will reject it now as unjustified, but please, don’t hesitate to contact us if you run into an issue with any other casino in the future. Thank you.

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