The player from Germany expresses frustration with a casino that operates without a German license and engages in unfair practices such as capped winnings and canceled withdrawals. The player's account was closed when they inquired about the German license, and their emails remain unanswered. The player wonders if they are entitled to compensation and considers retrieving their deposits. After a closer examination, we ended up rejecting this complaint as unjustified.
Onestep Casino - Player is complaining about overall casino experience.
Amount: €8,000
Onestep Casino
Safety Index:LowSafety Index
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4.2
Onestep Casino has a Safety Index of 4.2, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
8 months ago
Public
Public
1 year ago
Translation
Hello.I'm a player from Germany.Unfortunately I couldn't change the country where I live.
This casino is the perfection of cheating the player.
All winnings are capped.
Withdrawals canceled against 99% lost without a chance.
Although they have a Malta license, they are not allowed to offer games on the German market because there is no German license.
I ask Casino Guru if you can recover the losses because you are illegal in the German market?
When I asked for the German license in live chat, my account was simply closed.
I have written several emails that have gone unanswered.
What I've experienced here is the very last. They don't care how a player is ripped off.
There were no free spins on Book of Dead or Legacy of Dead for several days.
I emailed the casino to reimburse me for the damage caused because they are not allowed to offer any games in Germany. There is simply no response.
As a player, do I have a right to compensation?
Made the deposit via PayPal.
Is it advisable to get the money back via PayPal?
My conclusion. Don't play in the casinos that are online. It's 98% fraud. Unfortunately, I had to make this bad experience.
Onestepcasino is the very last and should lose its license immediately.
Automatic translation:
Public
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1 year ago
Hello leber123,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Unfortunately, we at Casino.Guru don’t deal with complaints related to licensing regulations and policies. I understand your point, but, sadly, we’re not in a position to help you. We are an independent online casinos database which acts as a mediator in resolving players’ disputes. We have no authority to enforce the legality of rules.
Unfortunately, in this case, we are not able to help you and you are not entitled to any refund of your deposits. I can only recommend you to do better research next time and play only in the casinos licensed by The Interstate Treaty on Gambling.
Please let me know, if there is anything else, I could do for you regarding this case, otherwise, I will be forced to reject your complaint. Thank you for your understanding.
Best regards,
Petronela
Public
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1 year ago
Translation
The casino hasn't responded to my emails to this day. I didn't expect anything else.
My point of view. They are scammers whose gaming license should be revoked. I sometimes ask myself why there is a Malta license. They do whatever they want anyway. I no longer believe in the legality of online casinos. I advise everyone to stay away hold.
The aim is to make bigger and bigger profits. They don't care about the player. Unfortunately, I had to experience that again here.
Automatic translation:
Public
Public
1 year ago
I regret that I am unable to offer further assistance. Although we were unable to resolve this case, please feel free to reach out to us if you encounter any problems with another casino in the future. Based on the reasons mentioned above, I must reject this complaint. Thank you for your understanding.
