The player from Switzerland had reported that after converting the bonus turnover, his account balance had been reduced from 360 Euros to 20 Euros. Despite multiple attempts, the casino had not resolved this issue, claiming the winnings limit was 20 Euros. The player disputed this, noting his winnings originated from the third deposit bonus, not a no deposit bonus. We engaged with the casino and the player, and after some investigation, the casino acknowledged the miscommunication and agreed to release the full amount of 340 Euros to the player. The player confirmed receipt of the payment, successfully resolving the issue.
ReadyCasino - Dispute over bonus winnings limit at casino.
Amount: €360
ReadyCasino
Safety Index:Fresh casinoSafety Index
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6.6
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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10 months ago
Translation
Dear CasinoGuru Team,
Unfortunately, I need your assistance with this new casino.
I made a total of 3 deposits totaling 320 Euros and was finally lucky enough to come out with 360 Euros.
When I converted the bonus turnover, my account balance was reduced to 20 (!!!) Euros instead of the nearly 360 Euros.
I have tried multiple times to resolve this issue with the casino, to no avail. They claimed that the maximum winnings were 20 Euros and when I asked where this was stated in their terms and conditions, they pointed me to a section regarding the no deposit bonus.
However, these winnings originated from the "third deposit bonus" !
As you can see from the chat, the casino says that it is permissible to pay a maximum of 20 Euros from the deposit bonus without mentioning this anywhere.
I sincerely hope you understand the issue and can mediate here so that the casino credits my 360 Euros.
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10 months ago
Hello hugbear,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with ReadyCasino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? When exactly did you deposit and did you claim any bonuses since your last deposit? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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10 months ago
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Hello Nick 🙂
I think my screenshots were lost in the first post, I'll post them again
I don't have kyc yet, I have uploaded the documents but the casino only checks them when there is a withdrawal request.
You can see when the deposits were made in the screenshots 🙂
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10 months ago
Hi,
I were just informed about this, I do apologise for you struggles, this is not the experience we want our players to have, please bare with me, while I looking into this, will update shortly
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10 months ago
Hi again, thank you for your patience,
I now have some time to look into this matter.
The issue is that the money was won with the third deposit free spins bonus, not the third deposit. But since this was not clearly communicated to you, we have decided to give you the release of the 340€ - We will sort it out now, but please give me one day to process this since this is the first time we have had this issue.
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10 months ago
Hello hugbear,
Please let us know as soon the money hits your balance from the casino.
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10 months ago
Translation
Hello,
Unfortunately the payment has been pending for 2 days.
I will inform you here as soon as I receive it.
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10 months ago
Translation
Hello,
Thank you once again for your great placement service. I have now received my money.
Dear ReadyCasino team, even if you are new, you are part of a big player in the casino industry. I would like you to set up appropriate processes so that such a problem can be solved directly with your chat agents in the future. It can't be that there isn't a limit anywhere in your terms and conditions and your chat agent then says it doesn't need to be mentioned. My request was apparently forwarded to "the manager" several times and unfortunately the decision was not made in the customer's favor.
Anyway, thank you very much that it has now been solved here and that you have worked here. All the best for your future!
David
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9 months ago
Dear hugbear,
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 casino in the future. We are here to help.
Best regards,
Casino.Guru
