The player from Austria had his winnings capped as if they’ve been generated from a bonus play entirely.
Platincasino - Player’s winnings have been reduced.
Amount: €300
Platincasino
Safety Index:HighSafety Index
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8.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
I charged 50 euros via Paysafe this morning. Then I had 300 euros on payout without having taken any bonus.
Then I used the bonus spins and converted them to 100 euros as far as the maximum amount was concerned.
I then canceled the payment and paid out again.
My €300 from front play with no bonus plus 100 from bonus.
So a total of 400 euros.
Now my 300 euros have been canceled!
That has never happened to me here, I played correctly and as I said, the first 300 were paid out without a bonus. Check out my game history.
Automatic translation:
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2 years ago
Dear René,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward your cashier and bonus histories along with your play logs to petronela.k@casino.guru?
Why did you cancel the first pending withdrawal, please? Have you received any winnings already, or have all of them been voided?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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2 years ago
Translation
I canceled the pending withdrawals because I thought I would withdraw everything at once. So far everything has always worked. But as I said the first 300 on payout were without any bonus.
Abstract:
I charged 50 euros via Paysafe this morning. Then I had 300 euros on payout without any bonus.
Then I used the bonus spins and converted them to 100 euros.
I then canceled the payment and paid out again. See the screenshot.
My €300 from front play with no bonus plus 100 from bonus.
So a total of 400 euros.
Now my 300 euros have been canceled! (which were earned without a bonus)
That has never happened to me here, I played correctly and as I said, the first 300 were paid out without a bonus. Check out my transaction history.
Didn't use the free spins until 11:16. (you can see the screenshot) By then I had already had €300 on withdrawal without a bonus being taken. Only deposited €50 and earned normally.
From 11:16 I started with the free spins after I had 300 to pay out. and I implemented this correctly and converted it to €100.
Don't know how something like that can happen until now everything was always correct. always pay a lot. And I earned everything legally.
Expect them to look at all of this and give me back my missing 300 as this was properly earned with no bonus. My account balance was €400 and I would have liked to have paid this out as it should be.
Automatic translation:
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2 years ago
Thank you very much, René, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) 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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2 years ago
Translation
Thank you very much. As I said, I've implemented bonuses more often and know how it works. Only my first 300 in payout have nothing to do with it. Wouldn't work in terms of time. Kind regards
Automatic translation:
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2 years ago
Hello René.
I am sorry to hear about your troubles.
I would like to invite the casino representative into the case.
Please explain what happened and why René's winnings were capped.
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2 years ago
Hi,
happy to inform that the issue was already solved.
On May 13th Player got cancelled 300€ by mistake, issue was resolved and balance had been returned to account on May 15th.
Player withdrew the full amount of 400€ already.
We would like to apologize again for this error and ask CasinoGuru to mark the complaint as resolved.
