HomeComplaintsPelaa Casino - Player’s winnings from bonus play have been capped.

Pelaa Casino - Player’s winnings from bonus play have been capped.

Amount: €4,900

Pelaa Casino
Safety Index:Above average
Submitted: 10 Mar 2020 | Case closed : 09 Mar 2024
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

8 months ago

The player from Germany is criticizing maximum cash out from bonus play. We rejected the player's complaint because it was unjustified.

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4 years ago
Translation

I paid 10 euros in deposit and received 10 euros bonus and free spins, in the free spins I won 7 euros afterwards implemented everything they canceled the payment and deleted the money

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4 years ago

***additional comments from 2nd complaint:

"I deposited € 10 and received a € 10 bonus. I played for three days and the profit multiplied constantly. At some point I was at 4900. She tells me not right because only € 100 is paid from FreiSpiel and deleted the sum from the account after I had Have requested payment"

 

Dear Antonios,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked promotional terms and conditions, and this is what I found:

"The maximum withdrawal amount for a player from their Free Spins is $100."

Please could you specify which bonus you have redeemed? You can post the link here, when replying. For which games free spins have been rewarded? I hope we will be able to help you resolving this issue as soon as possible. 

Best regards,

Petronela

Edited by a Casino Guru admin
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4 years ago
Translation

Which bonus exactly I don't know anymore, I can see that somewhere, I had registered as normal and paid 10 euros, then I was granted another 10 euros and 15 free spins, when the 20 euros were gone I got all the free spins 7 won euro and then I continued playing with this money

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4 years ago

Thank you very much Antonios for providing all the necessary information. I will transfer now your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

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4 years ago
Translation

Ok thank you very much I hope that you can help me further, I had uploaded the course of the game and hope that you received it, I did not enter the bonus either. It was written with the registration and the first deposit. Many greetings

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4 years ago

Hi Antonios,

Have you asked casino support why your winnings were cancelled? That's the easiest way to find out what the issue is. If so, could you please upload a screenshot of this conversation or forward the email to my email address (peter.m@casino.guru)? That would be very helpful.

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4 years ago
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4 years ago

Hi Antonios,

I understand the situation completely. As Petronela mentioned before, there is a maximum win limit for winnings from free spins:

"The maximum withdrawal amount for a player from their Free Spins is $100."

 Since you won by wagering the winnings from free spins (€7) and there is a maximum win limit of €100, the €4900 was void. It is very common for casinos to limit the winnings from bonuses and implement other restrictions like the maximum withdrawal from free spins rule. The casino can form their own T&Cs and set their own rules for the game play, especially when it comes to bonuses. I'm really sorry, but I can't penalize the casino for this and will reject your complaint. I recommend you to always read the Bonus T&Cs before you start playing with a bonus. I wish I was of more help.

Best regards,

Peter

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