The player from Austria made a deposit and played with a bonus. Later the casino confiscated his winnings due to a max cashout. We ended up closing the complaint as "unresolved" because the rules were applied in an untransparent way and rather randomly.
Octocasino - Player's bonus winnings have been confiscated.
Black points: 411
Amount: €1,800
Octocasino
Safety Index:HighSafety Index
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8.6
Octocasino has a Safety Index of 8.6, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Unresolved
Our verdict
Against fair gambling
UNRESOLVED
Case summary
9 months ago
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2 years ago
Translation
I wanted to make a deposit and got 300 free spins for the game valhalla at 20 cents each. I won €136 from the free spins. After that I kept playing and fulfilled the bonus conditions and was up to €1800. Suddenly I only had 15€ in my account!!! On the grounds that the bonus was wrongly given to me!!!!!! Then they should deduct the 60€ from me from the 1800!!!! Why would I have paid in and earned exactly the same amount of money, unless there is a suspicion of fraud, then of course it doesn't work. The assholes should give me back the money they stole from me!!!!
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2 years ago
Hello Savas,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that the casino only returned your initial deposit of €15?
Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.
I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Translation
exactly it is. I could have earned the 1800 with my own money. Except there is cheating and you can only win with bonuses. That would be much worse for the casino
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2 years ago
Thank you very much Savas for your reply. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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2 years ago
Hi Savas,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Octo Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
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That sounds good.
I trust them. Please inform me in time, because if things go negatively, I will turn to the next instance until I die and give my entire fortune to the lawyers.... the story has become too personal for me and it goes against my principles.
Thank you
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2 years ago
Good afternoon!
I would like to clarify the situation for you. The bonus wasn't given to you for the deposit that you made the next day. It was a special gift promotion - the distribution of 300 FS.
In accordance with our bonus terms, the maximum amount that a player can withdraw from no-deposit FS is 50 euros, this restriction remains after the wagering.
If you have any questions, feel free to ask us!
Best Regards,
OctoCasino Team
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2 years ago
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What am I supposed to do with it now!?!!!
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2 years ago
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So, they cheated me....I read that between the lines!!!!
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2 years ago
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I won €130 with the 300 free spins. What should I have done?????
withdraw the 50€ and deposit again????
I kept playing with it and won over €1800. What difference would it have made if I had deposited myself? Are you saying the cards are marked and winning is impossible? So you admit that they cheat and steal?!?!?
I want my money, but now they scammers!!!!
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2 years ago
Hi all,
Thank you for your replies.
Dear OctoCasino Team,
Could you please show me the complete bonus conditions of the special gift promotion - the distribution of 300 FS?
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2 years ago
I will try to explain this situation now 🙂
Several accounts were randomly selected, and 300 FS were given as a gift from OctoCasino, from which players could win up to 50 euros (which is indicated in our bonus terms). Nothing was required from the players - neither to make deposits nor to enter promo codes, etc. We didn't do a promo sendout.
By default, all non-deposit-free spins are limited to a maximum win of 50 euros, and this applies after fulfilling the wagering requirements unless otherwise specified in the promo newsletter.
Best Regards,
OctoCasino Team
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2 years ago
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What should I have done?
Cash out the €50 and never play again?
Pay out the €50, deposit €50 again, i.e. money laundering or fraud laundering and continue playing?????
I didn't win the 1800 with the free spins!!!!!!!!
Explain one thing to me: what would have changed if I had paid an additional 50€?????
Would they have stolen from me too????
Or can you not win with them with real money because you are actually only scammers???
Your excuse is worse than the actual attempted scam... almost embarrassing!!!!
Do you really think I'm going to get stuck?!?!! But you were very wrong about that. I will try everything possible that no one plays with you anymore. In all platforms I will warn people about you....I might not get my money, it may be, there is no cure for scammers....but I will scratch the 1800 out of your neck....I promise
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2 years ago
Hi all, thank you for your replies.
Dear Octo casino team,
What happens when the bonus wagering is finished? Are the funds displayed as real money balance? Is the amount automatically adjusted to €50? If so, why would the player have to make a withdrawal and redeposit his winnings to continue playing?
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2 years ago
Dear Savas, you played your Free Spins, then you continued to play on the funds you won from them and win €1800. After that, we adjusted your balance.
You played with no-deposit funds, and we have a maximum win of €50 from them. This is written in our Bonus T&C:
"The maximum you will ever be able to withdraw from play with funds associated with a no-deposit bonus or Free Spins is 50 EUR/USD, 80 CAD/NZD, 500 NOK, 3,500 RUB, 210 PLN, 6,000 JPY.
The maximum win restriction remains after the completion of the wagering requirement."
You can find our bonus terms here: https://www.octocasino.com/bonus-terms-and-conditions
Best Regards,
OctoCasino Team
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2 years ago
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this is theft and bottomless impudence!!!!
Edited
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2 years ago
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They should have corrected the 130, if anything, and not the 1800.
and why only at 1800!!!!!
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2 years ago
Dear OctoCasino Team,
Do you mind answering my questions?
- What happens when the bonus wagering is finished?
- Are the funds displayed as real money balance?
- Is the amount automatically adjusted to €50?
- If so, why would the player have to make a withdrawal and redeposit his winnings to continue playing?
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2 years ago
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What is the maximum bet? 5€?
Why was I allowed to play with €10???
Why didn't the infallible system notice this?
It's simple... you noticed that a guy could possibly make a profit that you didn't expect, then you froze in immediately!!!!!
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2 years ago
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I still can't find the 1800€ in my account. Request for completion.
Thanks
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2 years ago
1) What happens when the bonus wagering is finished?
-Bonus money turns into real money and becomes available for withdrawal. If the bonus has a system limit on the max win, then an automatic correction occurs. This bonus didn't have a system limit.
2) Are the funds displayed as real money balance?
-Yes, the balance is the same for real and bonus money. If some amount is not available for withdrawal, then it is signed as "locked by bonus".
3) Is the amount automatically adjusted to €50?
-Sometimes. In this case, no.
4) If so, why would the player have to make a withdrawal and redeposit his winnings to continue playing?
-He shouldn't, but he can.
Best Regards,
OctoCasino Team
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2 years ago
Translation
Is that a joke???
3) Will the amount be automatically adjusted to €50?
-Sometimes. In this case no.
4) If yes, why would the player need to withdraw and re-deposit their winnings to continue playing?
-He shouldn't, but he can.
he shouldn't but can...
sometimes, in this case no...
wow... that's the reason now????
and you're not ashamed of it, are you?!?!
Get my money now you thieves!!!!!
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2 years ago
Dear Octo Casino Team,
This is a very interesting reply:
"3) Will the amount be automatically adjusted to €50?
-Sometimes. In this case no."
So basically, this means, that there are rules that may or may not be applied.
Let's sum up the whole situation. Savas received 300 free spins and after finishing the wagering requirement, he had €136. This amount went automatically to his real money balance and he continued playing. For some unidentified reason, the max cashout wasn't applied, possibly because the bonus didn't have the so-called "system limit" and it's applied in the casino "sometimes". I hope you realize by now that the bonus system is terribly user-unfriendly and unfair.
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2 years ago
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the 1800€ are still not on my account!!!!!
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2 years ago
Dear Peter, Savas, we are kindly informing you that all actions have been made within our terms and conditions. As a fact, the condition for max winnings from no-deposit spins was violated.
T&C: The maximum you will ever be able to withdraw from play with funds associated with a no-deposit bonus or Free Spins is 50 EUR/USD, 80 CAD/NZD, 500 NOK, 3,500 RUB, 210 PLN, 6,000 JPY.
Each player must be familiar with the rules before starting the game. Knowing that the winnings increased the max size by our regulations, the player continued to play bonus money without reporting the problem, knowing about its presence and the rules of wagering from the no deposit bonus, which led to the confiscation of the illegal winnings
T&C: You acknowledge that the Casino shall be the final decision-maker of whether you have violated the Casino’s Terms and Conditions in a manner that results in your suspension or permanent barring from participation of the website.
Best Regards,
OctoCasino Team
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2 years ago
Dear Savas,
It seems the casino won't change its position, so I'm afraid I won't be able to help. The complaint will become "unresolved". I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to reconsider, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the casino's ADR service (this can be found in the Casino's T&Cs but the website is down at the time of writing) and eventually the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It's a good licensing authority and has better options and tools to help players. Please keep me updated and let me know if you need further assistance (peter.m@casino.guru). I wish I could be of more help.
Best regards,
Peter
