The player from Germany won with a no-deposit bonus. Before she was able to complete the wagering, her winnings disappeared. The casino credited the player a new bonus and the player confirmed she considers the matter resolved.
PlayToro Casino - Player’s winnings disappeared.
Amount: €21
PlayToro Casino
Safety Index:Above averageSafety Index
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6.5
PlayToro Casino has a Safety Index of 6.5, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
I received 10 no deposit free spins from the Christmas calendar at this casino and sister casinos on 12/25/2022. The free spins were for Christmas big bass bonanza and I won €21.45 by getting into the free spins. The next day, 12/26/2022, I wanted to wager the bonus, but when I logged in, my winnings had disappeared, it was removed from my account without any reason and the support does not address this problem at all. I have already sent several emails and everything is simply ignored. So what are they giving players no deposit bonuses for if they just cheekily remove the win and don't even comment on it? This is a bottomless cheek and absolutely cowardly of them not to express themselves. I will not deposit a single cent more at this casino and I cannot recommend this casino to anyone. Because the profits are embezzled and the support does not comment on it.
Automatic translation:
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1 year ago
Dear Chaostrulla33,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found (translated) https://playtoro.de/bonus-policy:
42. Unless otherwise stated, you have 24 hours to complete the wagering requirements on free bonuses (no deposit bonus, referral bonus, free spins received for free) before the bonus and possible winnings are removed.
44. If you have used/cancelled/expired a bonus, either by the system or by your own request, and the wagering requirements have not been met, all winnings, including pending/unclaimed winnings, from games/promotions made while holding the bonus will be removed have played.
It means that your winnings were probably removed due to you not wagering your winnings immediately. Thank you very much in advance for your reply and understanding.
Best regards,
Tomas
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1 year ago
Translation
That cant be true. Because in their sister casinos, my winnings were still in the player account after 24 hours and I could still play with the amount won. So what they say can't be right. And when I open the game it always shows me that I have completed my bonus rounds and the amount won is always shown, but it is not recorded. No matter how many times I open the Christmas big bass bonanza game. So it must be a technical problem what they have. Because as I said in the sister casinos, my winnings can still be played after 24 hours.
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1 year ago
Thanks for your reply, Chaostrulla33.
Could you advise if you have access to your game history or can request it from the casino support? Are your wins from the game session recorded there? I'll look forward to your reply.
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1 year ago
Translation
When I just logged into the player account, I was unsuspectingly credited with a bonus of 25 euros. I think the case is settled then.
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1 year ago
Dear Chaostrulla33,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
