ReadyCasino - Player's winnings were limited by the casino.

Hallo,

Ich habe an dem oben genannten Casino mehrere Monate gespielt. Ich habe Loyalty Free Spins ( outcome 8.8€)bekommen danach habe ich Live Spiele gespielt und um die 500€ gewonnen. Sie lassen mich nur 100€ auszahlen lassen. Es ist schon mir mit anderen Casinos auch passiert dass ich mit loyalty FS Was gewonnen habe und Alles ausbezahlte. Ich finde die Bonus Bedingung so was von unfair weil ich mehrere hunderte Euros verloren habe und Max Cash out nur 20€ so was von lächerlich.

danke

Lg

Dear jaafarmustafa32,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with ReadyCasino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do i understand correctly that after the withdrawal request of the 500€ was canceled the funds weren't returned to your balance, but were void instead?
• Have you received any justification for why only 100€ can be withdrawn?
• Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hallo Tomas

Die Begründung war dass die Maximale Auszahlung von eine Loyalty Free spins ist 20€.

Ich hatte solche Probleme bei den anderen Casino Anbieter und ich habe die ganze Summe schon ausgezahlt. Die 400€ sind schon verfallen und ich habe nur 100€ bekommen. Das finde sowas von unfair weil ich wirklich viel verloren habe. 20€ ist nichts wert im vergleich zu meinen Einzahlungen summe

danke

mit freundlichen Grüßen

Thanks for the explanation.

was the €8.8 accumulated after the wagering of the spins was complete? Was there any wagering associated with the loyalty spins?

Bei diesem Casino Sind die Loyalty Free spins wager free . Nachdem Spins das gewinn wird wie echtes Geld gutgeschrieben. Aus diesem 8.8€ habe angefangen Live Spiele zu Spielen hab dann mit ungefähr 2€ Einsatz auf Crazy time Bonus 250x2€ =500€ und das alles war nicht eingeschränkt kein Einsatz limit oder eingeschränkte Spiele nachdem ich die Auszahlung angefragt habe wurde die Auszahlung abgelehnt und mein Kontostand ging von 500€ zu 100€ jedoch habe ich die 100€ schon ausgezahlt bevor ich meinen Account sperrte. Es ist wirklich unfair und respektlos gegenüber den Spielern es macht mich nur wütend. Bei anderen Casino einmal hab ich die loyalty Free spins umgesetzt und den ganzen Betrag ausgezahlt war auch ungefähr 300-400€. Ich habe monatelang dort gespielt viel gewonnen aber auch sehr viel verloren und sehr viel eingezahlt daher bitte ich euch mir zu helfen die 400€ zu bekommen aus meine Perspektive finde ich es ist mein recht das Casino sollte nicht so streng sein und sollen meine Lage verstehen.

danke

Thank you very much, jaafarmustafa32, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi jaafarmustafa32,

I'm taking over your complaint. Let me contact the casino and I will do my best to help. I would like to invite ReadyCasino to the conversation to participate in the resolution of this complaint.

Thank you for reaching out and for your continued patronage of our casino. We appreciate your feedback and understand your concerns regarding the withdrawal limits associated with our Loyalty Free Spins.

First and foremost, I apologize for the delay in responding to your query. I wanted to ensure a thorough review of all the facts before providing a detailed response.

Our casino values all our players and strives to maintain transparency and fairness in all our promotions and policies. The terms and conditions associated with our Loyalty Free Spins, including the maximum payout limit, are clearly stated to ensure all players are informed before participation. In this instance, the maximum cash-out from Loyalty Free Spins is indeed set at €20.

We understand that you have previously experienced different policies at other casinos, and while we respect your experiences, each casino has its unique terms and conditions. In your case, we have already extended a goodwill gesture by allowing a withdrawal of €100, significantly higher than the stipulated €20 limit.

It's also important to note that you have self-excluded from our casino for a year, which is a measure taken for responsible gaming and adherence to your decision. Engaging in further discussions post self-exclusion contradicts our responsible gaming policies designed to protect our players.

Moreover, raising false accusations against a smaller casino like ours jeopardises our business and disheartens our team, who work diligently to provide a fair and responsible gaming environment. We greatly appreciate the same respect we show our players being extended to us.

We aim to ensure a fair and enjoyable experience for all our customers, and we regret any frustration this situation may have caused. Your feedback is valuable to us, and we will consider it to improve our services in the future.

Dear ReadyCasino team,

Thank you for your reply. Let me ask you a question to make sure that I understand the situation correctly. The player played with loyalty spins and won €8,80. Were these funds transferred to the real money balance? If so, I'm not sure why were his further winnings capped if he played with his real money.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi jaafarmustafa32,

I'm discussing the issue with the casino rep on Skype. The fact that you self-excluded yourself from the casino made the situation a bit more complicated. We are trying to find a solution.

Ok,

danke

Ich kann mein Konto wieder aufsperren wenn es möglich wäre, ich habe mich selbst vom Casino ausgeschlossen weil sie mir unfair behandelt haben.

vielen Dank für deine Unterstützung peter!

Hi jaafarmustafa32,

Unfortunately, the casino stopped responding to my messages. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Antillephone Gaming Authority (https://casino.guru/licensing-authorities/curacao-license-3) and submit a complaint to them. The Gaming Authority has more options and tools to help players. I am sorry I could not be of more help on this occasion.

Best regards,

Peter