The player from Germany had their bonus winnings capped. Player’s complaint has been resolved successfully.
NightRush Casino - Player’s winnings have been reduced.
Amount: €1,000
NightRush Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
I've already lost around € 50,000 in this casino or I wasn't even paid out. Was verified after 7 days of eternal duration. In one of the highest VIP levels, I still haven't received any cashback or anything like it is mentioned on the page! I'm sooo mad and rightly so! Here in this shop I was cheated: I won € 3 from the 50 Wednesday free spins, changed the game and won € 1000 with a stake of 10 cents, while I continued to play for about 30 minutes, € 1000 was simply taken from my account! ! Screenshots are available, I still have all proof of payment .. I'm on 180, these people belong under lock and key !! I contacted the chat directly, see attachment
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2 years ago
Dear Cologne89,
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://www.nightrush.com/en/bonus-terms":
„Maximum withdrawal limit for no-deposit free spins is 50 EURO/USD, 500 NOK, 75 CAD, 750 ZAR, 200 PLN, 75 NZD. To submit a withdrawal request, the account must be fully verified and a minimum deposit must be made."
Do I understand correctly that your winnings have been accumulated solely from Free Spins?
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.
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 as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
Best regards,
Petronela
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2 years ago
Translation
Yes, after I have deposited € 100 every day for 12 months and have almost reached the highest VIP level, that's probably a joke. I'll hand it all over to my lawyers, it can't be
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2 years ago
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In addition, I have already implemented the bonus of € 3 a long time ago, just by the way!
I still played for a good hour and then eventually took 1000 €. If you had brought it back in 2 weeks, you don't want it any other way.
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2 years ago
I do apologize, Cologne89, but I'm afraid I didn't understand completely if you have received capped winnings from the Free Spins. Could you please elaborate?
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2 years ago
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No, nothing at all, I have not played on more than € 1 and I have already implemented the bonus then 2 hours later I log in. Play still € 1046 from the profit on clearing Joker on 10 cents stake !!
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2 years ago
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Sometime again 30 minutes later, 1000 € are simply taken and high VIP level and no money bonus get nothing paid in 100 € or more every day! What is serious here?
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2 years ago
If you have accumulated your winnings from Free Spins solely you will be entitled to €50 which is the maximum cashout. Could you please place a new withdrawal request?
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2 years ago
Dear Cologne89,
Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.
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2 years ago
Translation
Yes, I have received the said 50 €.
2 days later I was offered another bonus that was without a withdrawal limit and with that I was able to withdraw € 700, which I had in my account at least 2 days later.
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2 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Cologne89, for your cooperation and confirmation, and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
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