The player from Germany received a cash back bonus, and has been advised to complete the wagering requirements. We rejected the complaint because the player didn't respond to our messages and questions.
Platincasino - Player is dissatisfied with the wagering requirements.
Amount: €260
Platincasino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hello, I received a cashback of around 80 euros this week. I ventured this to 340 euros. Then I converted and you got about 80 euros back. It was explained to me that the cashback has to be converted 1 to 1 like every deposit and that it is credited as real money. But it's bonus money if I have to convert it. If I had won 10,000 with the 80 euros, 9,920 euros would be lost. That's a joke. If I have to convert a deposit 1 to 1 and some winnings I can keep it. Mfg Daniel
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2 years ago
Dear Niedi86,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Although I understand your frustration, please note that even though the cashback is credited to your real money balance, it is still a bonus.
Unfortunately, the vast majority of bonuses come with a set of rules that must be followed in order to withdraw accumulated winnings. Wagering requirements are one of the basic rules, and we cannot force casinos to cancel them. I can only recommend you finish them as suggested by the casino.
Please let us know if there is anything else, we could help you with. Thank you for understanding.
Best regards,
Kristina
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2 years ago
Translation
I risked the turnover, shouldn't you be allowed to keep your winnings like in any other casino? I think this is done poorly at this casino. Then you should just convert the cashback wager to 20 or 35 times so that you can keep the profits made from it. I'm vip in platinum, it says that a wager is 20x times. Never had a bonus there with a 20 x wager.
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2 years ago
Translation
Or rather a no deposit bonus. Have been at this casino for a long time but have never received a no deposit bonus. Which then had to be risked 15 times.
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2 years ago
Thank you for your reply, Niedi86. Casinos are free to decide which rules must be followed when players play with bonuses. Also, unfortunately, we cannot force casinos to credit you bonuses or change bonus conditions for you.
I am not sure how you wish to proceed with this complaint. Could you please elaborate?
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2 years ago
Translation
Yes settled, will not continue to play at this casino.
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