The player from Switzerland had received a personal bonus, won over 1000, but the casino had restricted the win to 50, citing a max win limit. The player had felt this was unfair as the casino had included the removed winnings in the cashback calculations, leading to no cashback. Despite the player's dissatisfaction, we had clarified that we could not influence the casino's bonus policy or calculations. The player's complaint had been rejected as casinos have the right to set their bonus conditions, and the specific rule in question was not deemed unfair according to our policy.
NineCasino - Player is dissatisfied with the bonus policy.
Amount: 1,000 CHF
NineCasino
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Case closed
Our verdict
Other
REJECTED
Case summary
6 months ago
Public
Public
6 months ago
Translation
Hello
I received a personal bonus and used it to win over 1000. You took away my winnings and told me that the max win from this bonus is only 50.
I accepted this because I did not want to argue. However, you included my win of 1000 in my cashback calculation, which is why I did not receive any cashback. In my view, it's very unfair to erase a win but still include it in the cashback calculation.
As my winnings have been factored into the cashback calculation, I demand my winnings of 1000 back.
Automatic translation:
Public
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6 months ago
Dear brate123,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. First, I would like to clarify that we cannot influence the casino's bonus policy and how they calculate their bonuses, as it is their own choice and bonuses are something like a gift from the casino. Nor are we in a position to force casinos to give players bonuses, if they are not eligible for them.
Furthermore, could you please clarify which bonus you accumulated your winnings with? If you played with a bonus that indeed had a maximum cashout limit, I am afraid that we are not able to assist at all.
Thank you very much in advance for your reply.
Best regards,
Kristina
Public
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6 months ago
Translation
Hello
Thank you for your reply.
I'm more concerned with fairness than with the conditions.
I was in the red last week, which is why I was awarded a cashback. However, the profit of 1000 cancelled out my cashback and brought me back into the black for this week. But since the profit was deleted, it shouldn't be taken into account for the cashback.
In my opinion, this is an unfair condition and should definitely be mentioned as: "unfair conditions"
briefly summarized:
before winning: about 500-600 in the minus (about 40 cashback)
after winning with bonus: no more minus, i.e. cashback 0
Winnings deleted, but cashback still at 0.
Automatic translation:
Public
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6 months ago
Thank you for your reply, brate123. I understand your frustration, but casinos are allowed to set the bonus conditions as they wish, and unless the rule is unfair according to our policy, we aren't able to assist.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
