The player from Germany was dissatisfied with Pinsino casino as he had won €8614 using real money but the winnings were converted into bonus money, subject to a maximum withdrawal limit and wagering requirements. He requested an overhaul of the cash register system to recognize and pay out real money winnings. The Complaints Team had attempted to clarify the situation, pointing out that once a deposit bonus was activated, the real money and bonus were combined into a single balance. They also highlighted that bonus rules for maximum winnings applied. Despite extending the response time, the player did not provide additional information to support his case, leading to the complaint being rejected.
Pinsino Casino - Player is dissatisfied with the casino's bonus terms.
Amount: €7,517
Pinsino Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 months ago
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6 months ago
Translation
Hello dear Casinoguru team and Pinsino casino,
Yesterday, November 1st, 2023, I made my first deposit of €250 and used my welcome bonus (deposited and played)
I was lucky enough to make a win with my real money right at the beginning of around €8614.
The problem is the credit, although it is real money, it was transformed into my bonus money and I had to implement the entire sales requirement of 15,000 points/€
The bonus money has a maximum withdrawal limit of 10 x deposit.
I find it unfair that the win, even though it was won with real money, is immediately transformed into the bonus credit and is subject to a maximum payout limit and you still have to implement your wagering requirement and you are forced to continue playing even though you have already won, just to meet the bonus wagering requirement ( although this is and was a real money win and I would like to pay out my real money winnings)
Screenshots are available, gameplay can be viewed and can be sent to you.
The live chat consciously cannot help me because it talks about something else instead of seeing and recognizing the naked truth. Insight was not recognized and given but something else was constantly explained to me even though I didn't ask about it.
My first deposit was €250 and I got a 100% bonus, the lowest amount I had while playing and you can also check this in the game history was a value of €413!
Total game credit was €500! Up to a value of €250 in the game, every win is a real money win as long as the value is not less than €250!
As emphasized, the lowest value was €413 during the 100% bonus (game)
I was able to cash out €7,517 after wagering (I had to wager €15,000/Points/€). It wasn't possible to cancel the bonus because the winnings were converted into my bonus money and that's exactly the problem and the problem and that's unfair! !!!
Bonustherms/Point:
1.9 If you play with a bonus, use your real money balance first and then your bonus balance.
1.6 Unless otherwise stated for a specific bonus, a maximum betting limit of 4 EUR/CAD (or equivalent in other currencies) per game round/spin applies to all games as long as a bonus is active in the player's account or as long as winnings from the mentioned Bonus, are part of the player balance. It is strictly forbidden to use the "buy free spins" feature with an active bonus. Violation of this rule will result in the bonus and all resulting winnings played with the active bonus being cancelled.
1.16 The following games are strictly prohibited with an active bonus (unless otherwise described in the bonus): virtual sports games, jackpot games, table games, video poker, live games and and the following slot games: Aztec,......... ...take the bank.
In the event of a violation, the bonus and all winnings earned with the bonus will be canceled.
As you can see from the terms and conditions, split winnings (bonus money or real money winnings) are always possible
I ask for the cash register system to be overhauled and the winnings recognized as well as improvements at the IT level (cash register system gaming system winnings)
In other casinos this is completely normal and real money winnings can be paid out and this works without any problems! and here an outdated system is used to advantage to make a profit for the casino and to harm the players.
Thank you very much and a quick clarification and improvement for all sides, both players and casinos, for fair gaming (Fair Play)
Good day and thank you for your cooperation
Best regards
Your Jonamia (DD)
Automatic translation:
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6 months ago
Dear Jonamia,
Thank you very much for submitting this complaint. I'm sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.
In the screenshots you provided us with, the first image from 1 November at 17:26 shows your entire balance as Bonus money, however, a screenshot from 17:27 shows the balance in your real money. Did you cancel the bonus eventually or did you finish the wagering requirements?
Could you please forward your entire gaming history as well as any relevant communication with customer support regarding this issue to veronika.l@casino.guru?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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6 months ago
Translation
Hello dear team, I have exactly met the sales requirement!
The screenshot at 5:26 p.m. shows 99% wagering requirement (with bonus money)
Screenshot from 5:27 p.m. 100% sales requirement met and a real money balance.
Sales fulfillment was met.
I can send you the entire game to the email address provided, but as a screenshot.
Thank you for your cooperation, you will receive the email shortly. Hello to you!
Best regards
Jonamia (DD)
Automatic translation:
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6 months ago
Kindly let me get this straight: you won €7,517 with the deposit bonus, but according to the bonus terms, you are eligible for a withdrawal of 10x the deposit, which is €2500 in your case. Is that correct?
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6 months ago
Translation
Correct as already emphasized at the very beginning of my statement:
Hello dear Casinoguru team and Pinsino casino,
Yesterday, November 1st, 2023, I made my first deposit of €250 and used my welcome bonus (deposited and played)
I was lucky enough to make a win with my real money right at the beginning of around €8614
Automatic translation:
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5 months ago
Dear Jonamia,
Unfortunately, if it wasn't explicitly stated the winnings would be considered separately for your real and bonus balance, we believe the following: Once you activate a deposit bonus, your real money and the bonus amount you received are combined into a single balance. It's important to note that if you decide to cancel the bonus before fulfilling the required wagering conditions, both the bonus itself and any winnings you have accumulated using the bonus will be invalidated.
Also, when you activate a bonus, the bonus rules for maximum winnings apply. I would like to emphasize that according to our Fair Gambling Codex, we consider an imposed win limit to be unfair and predatory only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.
If there is any additional information that would support your case, please do not hesitate to contact us. Otherwise, I will be forced to reject your complaint. Thank you for your understanding.
Best regards,
Veronika
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5 months ago
Dear Jonamia,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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5 months ago
Dear Jonamia,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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5 months ago
Do I understand correctly that your complaint now may be closed? Thank you for your reply.
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