One Casino - The player's winnings has been voided.

Hi I have made a deposit of 100kr with 100kr bonus so I had 200kr in total ..

I had the luck with me to start with coming up with an amount of approx. 15,000 when I then tried to pay out it could not be done because it is all on my Bonus Balance .. so I contacted live chat and he told me that. I had to wager 25 times my bonus amount 100 * 25 = 2500kr ... on slots

so I did when I could see the legacy of dead was inside the slots ..

then I had Luck with me again and won DKK 145,000

so now I thought I would pay out my money but the whole amount was still under bonus so I wrote to the chat again and explain ag I had played on games under the category slots .. customer service employee then wrote back that the 100kr should be saved played on a slots but it not wrong to play Play'n Go provider and I had to try on another video slots so I did and I quickly get rid of the 100 bonus which had to be played through 25 times to meet the Bonus required .. and now all money was in cash balance. .

I then chose to pay out DKK 150,000.

and then the problem came the withdrawal payout and wrote st they had to watch the game again and that was normal when it was such a high amount ..

today I got an email and my account is closed and I will not get my winnings !!

Since they think I have not complied with the bounce game that you can make a maximum deposit of DKK 50 per spin on the deposit bonus .. they refer to this link .. https://www.onecasino.com/promotions/deposits

but the link they refer to in the email where they close my account is not the same bonus I got. because here you only have to turn over the bonus amount 10 ...

but when I wrote with the customer service staff he sent me this link https://www.onecasino.com/information/bonuses

and here it does not say anything about the maximum deposit per spin .. it just says that I must wager 25x the bonus amount 100 = 2500kr

I was then inside and looking under bouns and could see that I had now turned over 100% 100X25 = 2500

.....

it is so bad style from one casino to close my account and without paying out my my winnings 150,000

but they sure also very upset that I was so lucky to get so high for 100kr

Hello Karrar,

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

What was the highest bet you did while playing with the bonus? Are you able to access your betting history and forward it together with all relevant proof to nikolas.b@casino.guru?

I've checked the link you forwarded and found this term:

"There is a € 5,- maximum bet active on our bonuses (such as deposit bonuses). When we receive signals max. bets are being exceeded, we have the possibility to exclude players from our promotions."

That means that if you bet over 5€ or in your case 50DKK, the casino has right to confiscate your bonus and should refund your deposit. It is a general term and is applied to all deposit bonuses.

Looking forward to your answer.

Regards,

Nick

Hello al-ramahi,

We haven't hear from you in a while. Please note that the complaint will be rejected if we won't get any respond within the next 7 days.

The complaint will be now rejected for the above mentioned reason.