MoiCasino - The player's bonus was not credited.

Hallo casino guru,

Ich habe am 6.4 viel eingezahlt in moi casino und leider verloren. Jedoch habe ich kein cashback erhalten und seitdem schon über 6 Email geschrieben aber Null Antwort von moi casino. Ich habe immer wieder gefragt wo mein cashback von 439 Euro bleibt jedoch keine Antwort bis jetzt. Live chat gibt's nicht und niemand reagiert.

Grüße

Hello Hussein,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Moi Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise how much did you exactly deposit? Can you please forward a screenshot or a link where the cashback bonus which you are supposed to get visible? Please forward it to nikolas.b@casino.guru. Also when was the last time you contacted the casino?

Looking forward to your answer and I hope we will be able to help you out.

Regards,

Nick

Hallo Nick,

Ich habe soeben eine Email an die von dir genannte Email Adresse gesendet mit den Screenshots der gesamten Einzahlungen sowie ein Screenshot der cashback Bedingungen des casinos.

Dewsweiteren habe ich ein Screenshot der Emails geschickt, die ich gesendet habe. Das casino hat null reagiert.

Das casino habe ich am Montag den 10.4 zum letzten Mal kontaktiert.

Grüße

Hussein

Hallo Nick,

Gibt es was neues ?

Hello Hussein,

Could you please also forward the betting history from that day - to check if all the conditions were met? Also did the casino respond anything to you since then?

Hallo Nick,

Diese Funktion gibt es nicht bei moi casino. Zumindest konnte ich diese nicht finden. Ich habe nur razor shark gespielt und leider verloren und das nicht gerade wenig und jetzt machen die rum wegen cashback. Die haben 4390 Euro von mir bekommen. Die haben mir eine Email geschickt dass ich die cashback Bedingungen lesen soll und ich habe diese gelesen und bin berechtigt cashback zu bekommen. Habe die 3 mal gelesen. Ich weiß nicht was das ganze soll.

Grüße

Hier ein Screenshot , mehr Funktionen hat man da nicht.

Hello Hussein,

As the casino did not explain the refusal of the cashback to you, we will try to get in touch with them to find it out. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.

Regards,

Nick

Hi Nick,

Ok. Danke für deine Hilfe

Hello, Hussein,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite MoiCasino's representative to join this conversation and participate in the resolution of this complaint.

Dear MoiCasino Team,

Could you please explain and clarify the player's situation?

Thank you in advance for providing the information.

Dear Hussein,

I received the information from the casino's affiliate partner, that they are not able to help me, but, they reassured me the casino's Customer Support team will get back to you if you write to them.

Were you, in the meantime, in contact with the casino? Could you contact them via email (support@moicasino.com) or Live Chat again? They should be informed about the situation and be able to assist you in resolving your issue.

Please let us know once you have any news or if there is any progress on your issue.

We are looking forward to hearing from you.

Hallo lieber Bratislava,

Das casino hat keinen live Support,

Ich werde denen noch einmal eine Email schreiben aber die antworten ja garnicht und erklären nichts... es ist sehr einfach ich habe viel eingezahlt verloren und es gab kein cashback von 10% wie in den bonus Bedingungen des casinos geschrieben ist.

Bisher hat sich niemand bei mir gemeldet. Ich verstehe nicht warum die sich so quer stellen und Spieler so derart verärgern die große Geldsummen bei denen verlieren.

Hi Branislav,

Hier mein email Verkehr mit moi casino..

Moi casino schreibt:

Hi Ali,

I have reviewed your account and found that at the moment the system ran its check you had a balance of 834,42€ on your account. This is over the limit of 5€ so your account was correctly skipped by the system.

I understand that this might be frustrating, but the system seldom does mistakes.

Best regards,

MoiCasino Team

Meine Antwort

Are you kidding me???

I reviewed my account and deposits too and what you say is simply not correct.

My account is in German and your terms say this : 

• Cashback wird wie folgt berechnet: Einzahlungen - Auszahlungen - Erhaltene Boni - Saldo

• Der Kontostand wird am nächsten Morgen zwischen 08:00 und 12:00 Uhr CET überprüft. Die Spieler müssen einen Kontostand von maximal 5€ vorweisen können, um sich für den Cashback zu qualifizieren.

You can translate it. Shortly it means your check ist between 8 cet and 12 cet.. my last deposit was 05:46 cet and I was playing high bets and I lost it before your system runs its check.

The main point now is I deposited 4390 to your casino and you gave me nothing back and over all you treated me like shit like I did only 10 Euro deposits... this behavior of you and not crediting me a cashback or giving me something back is a big evidence of your bad service and that you deserve a very bad rating...if you don't credit me the cashback you will lose a good customer that would have deposited thousands more in your casino 

.. that's why I stopped depositing...if I don't get at least cashback from you I will close my account permanently and never deposit a cent in your casino..

Hello, Hussein,

Could you please provide me with your complete gameplay and transaction history if it is possible?

Hallo Branislav,

Hier mein kompletter Transaktionsverlauf:

Eine spielverlauf Funktion hat moi casino nicht.

Danke für deine Hilfe

Did you use any bonus(bonuses) while playing in MoiCasino, please? Did you play only slots?

Hi branislav

Nein ich habe keine Boni verwendet.

Ich habe nur slots gespielt und sogar nur razor shark und alles verspielt ohne bonus oder irgendwas anderes.

Let me please explain the situation.

You mentioned these rules (available HERE):

• "Cashback wird wie folgt berechnet: Einzahlungen - Auszahlungen - Erhaltene Boni - Saldo"
• "Der Kontostand wird am nächsten Morgen zwischen 08:00 und 12:00 Uhr CET überprüft. Die Spieler müssen einen Kontostand von maximal 5€ vorweisen können, um sich für den Cashback zu qualifizieren."

However, these are rules from the casino's General Bonus Terms.

I found there also this rule - in the second sentence in General Bonus Terms:

• "Sofern in dem jeweiligen Angebot oder Kampagne nichts anderes angegeben ist, gelten die folgenden Regeln."

But for the Cashback offer there are separate Terms and Conditions valid for this offer (available HERE), stating this:

• "Cashback wird täglich auf getätigte und verlorene Einzahlungen zwischen 06:00 und 05:59 Uhr MEZ berechnet."
• "Saldo wird am folgenden Morgen 06:00 Uhr CET überprüft und Spieler dürfen nicht mehr als 5€ Saldo haben, um sich für das Cashback zu qualifizieren."

Regardless of the fact that the English version of the casino's Terms and Conditions prevail, the specific terms for the Cashback offer are different compared to the ones written in the General Bonus Terms. And, it means these specific rules prevail.

Are you sure your balance was not more than €5 at 5:59 on April 6?

If you deposited every time the balance was near €0, it means you played with each of your previous deposits in the same amount for approximately 50 minutes until they were lost. Then we can see that the last deposit probably lasted longer and at 5:59 the balance was still more than €5. It would support the explanation you were provided with by the casino's customer support and it would be within the casino's Terms and Conditions.

Hi branislav,

Thank you for the explanation.

Well I just now that I have read the german Version of the bonus terms for the cashback and I didnt know that you must read it in english too.. so the casino tells the german players bullshit in the cashback bonus terms because according to those terms I am right and I should receive the cashback.. but nevertheless I'm tired of fighting for something that I should get but the casino somehow does not want to give it to me. My resumee of all this is that if moi casino does not credit me the cashback then I will close my account permanently at this unthankful casino where a player deposits nearly 5000 euro and this casinos gives you a shit back and takes weeks to answer your emails. This service of moi casino and this bad treatment of a player is beyond imagination... I will give a bad evaluation and 0 stars for that.

Thank you again branislav

Kind Regards

Dear Hussein,

The specific Terms and Conditions for the Cashback bonus are the same in both languages and those are clear.

Unfortunately, it looks like you did not meet the requirements for receiving this Cashback.

Am I correct that your account balance on April 6, 2022, at 5:59 was higher than €5?

Lieber branislav,

Ich kann mich leider nicht erinnern ob meine Kontostand am 6.4 höher als 5 euro war oder nicht. Es kann aber gut sein dass mein konto zu dem Zeitpunkt auf Null war weil ich razor shark auf maximal einsatz gespielt habe.

Ich möchte dich nicht mehr länger damit beschäftigen branislav.. du hast schon genug getan.. wie ich bereits sagte sollte ich kein cashback erhalten ist meine Entscheidung endgültig und ich schließe das Konto und gebe eine schlechte Bewertung ab. Denn dieses casino sieht keinen Cent mehr von mir und daran sind die selbst schuld .

Best regards

Hello,

Unfortunately, after gathering all the necessary information we are forced to reject this complaint as unjustified. Everything suggests that you did not meet the requirements for receiving the Cashback bonus in question. Moreover, the casino is not obliged to give you a bonus or they may refuse to provide it, we are not talking about real money.

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, Casino.Guru