The player from Germany had canceled an unused bonus before requesting a €1000 withdrawal. However, she only received €500 due to bonus conditions that she believed should not apply. Attempts to resolve the issue via chat and email had been unsuccessful. It was accepted that bonus terms applied after a player accepted a bonus, even if only a real money portion of the balance was used, leading to the conclusion that the casino had applied the terms and conditions correctly.
Julius Casino - Player’s winnings reduced due to canceled bonus.
Amount: €500
Julius 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
3 weeks ago
Public
Public
1 month ago
Translation
On 08/06, I made my first deposit at this casino. I applied for the bonus. First, I played with my own money. I won immediately and then canceled the bonus, which hadn't been activated yet. The money was displayed as both real money and bonus money. Afterward, the 50 € bonus money was also gone. I then requested a withdrawal of 1000€. Today, I received my money; everything went smoothly without any issues.
However, only 500 € in winnings were paid out to me. I had requested 1000 €. Through the chat, I found out that due to the bonus, I could only receive 500 € in winnings. But I had canceled the bonus. I didn't use it!!! Therefore, bonus conditions should not apply. I tried to resolve this in the chat. They told me I should be happy that I received these 500 €. The rest of the money has been canceled and cannot be paid out to me now. I have written multiple emails, but I haven't received any response. I need your help once again.
Automatic translation:
Public
Public
1 month ago
Dear Roswitha74,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Julius Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Do I understand correctly you registered and requested this bonus: https://www.juliuscasino.com/de/aktionen/welcome-pack which was credited to your account?
- Do I understand correctly your winnings were capped according to the bonus rules:
24. There is a maximum amount of money won with the claim of any given promotional bonus/free spin campaign unless otherwise stated that can be withdrawn. This amount equals ten (x10) times the original deposit made to claim the bonus. Any winnings above this amount will be subtracted from the account.
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
Thank you very much in advance for your reply.
Best regards,
Tomas
Sensitive attachment
Sensitive attachment
1 month ago
Translation
Hello Thomas,
I made a deposit with a bonus. However, I did not activate this bonus. I canceled it a little later. The balance was shown as real money and this bonus. After the cancellation, the bonus was no longer there. Nothing was deducted from my real money either. If the bonus was active, I would not have been able to cancel it, as my winnings from the bonus would have been canceled as well. I then carried on playing with my real money and then requested a withdrawal. My account was certified without any problems. I was not informed of anything either. After 24 hours, my withdrawal was processed. I only noticed on my account that only €500 and not €1000 had been deposited there. I have already described the rest. To date, there has been no response to my three email inquiries.
That was the email that my payment was approved. That's all I need.
I hope you can help me.
Best regards
Roswitha
Automatic translation:
Public
Public
1 month ago
Thanks for the detailed explanation.
You wrote earlier:
Through the chat, I found out that due to the bonus, I could only receive 500 € in winnings.
Have you saved this conversation, please? Could you please share it here as screenshots or send a transcript to my email at tomas@casino.guru
Public
Public
1 month ago
Translation
Hello Thomas,
Unfortunately I don't have a screenshot of it. I'm sorry.
Roswitha
Automatic translation:
Public
Public
1 month ago
Translation
Hello Thomas, what is the status of the investigation? Have you already contacted the casino?
Roswitha
Automatic translation:
Public
Public
1 month ago
Thanks for your patience Roswitha74,
We accept the situation that bonus terms apply after a player accepts a bonus, even if only a real money portion of the balance was used. From our point of view, the situation corresponds to the casino applying bonus terms and conditions accordingly. Please let me know if there are any circumstances I might not have considered, otherwise we'll close the complaint.
