The player from Germany had her winnings from No Deposit bonus capped. After a closer examination, we ended up rejecting this complaint as unjustified.
Jokerino Casino - Player’s free bonus winnings have been reduced.
Amount: €900
Jokerino Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
2.2
Jokerino Casino has a Safety Index of 2.2, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
Public
Public
4 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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4 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
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.
