The player from Germany had participated in two tournaments and had won a credit bonus. He had turned that bonus into over €700 and requested a withdrawal of €600. After 18 days, he discovered that only €270 had been approved. The casino had explained that it was due to the winnings coming from a bonus. The player confirmed that the tournaments had been free to enter and he had used the credit to play further. We had clarified that according to the casino's terms and conditions, winnings from such bonuses were subject to a maximum withdrawal limit. The player had understood the explanation and asked to close the case. We could not assist in recovering the confiscated funds due to the casino's rules.
Ricardo's Casino - Player's winnings have been partially confiscated.
Amount: €330
Ricardo's Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 months ago
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4 months ago
Translation
I want to caution you about this casino. I participated in two tournaments with 500k and 700k, respectively. I won a credit bonus of €30.14. I then turned those 30 euros into over 700 euros and requested a withdrawal of 600 euros.
After 18 days, I checked my player account and saw that the 600 euro withdrawal had been cancelled, with only 270 euros approved for payout.
When I inquired why only 270€ was being paid out, I was told that my winnings had come from a bonus.
All bonus games etc. offered in this casino have a limit and come with terms and conditions. However, I have screenshots proving that it was indeed a credit and not a bonus...
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4 months ago
Dear Chris1979,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Can you confirm whether there was an entry fee for those tournaments or if they were free to enter?
- Am I correct in understanding that your winnings were accumulated through credits won in the tournaments?
If there’s any relevant communication, please forward it along with a screenshot of your bonus and cashier history to petronela.k@casino.guru.
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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4 months ago
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Good day..
I won 30.14 euros in this tournament. These were paid out as credit to the player account in the casino.
There were no fees or the more money you wagered in this tournament, the more tournament tickets you got.
Normally, if there were conditions, these would have been advertised. And I wouldn't have been able to apply for a payout of 600 euros if there were conditions attached, which wasn't the case.
I have always had good experiences with this casino. I was often in contact with customer service when it came to deposits that were not booked.
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4 months ago
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Here again the canceled €600 (cancelled by the casino) and the payout of €270
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4 months ago
Thank you, Chris1979, for your reply. Do I understand correctly that those tournaments were free to enter?
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4 months ago
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Yes, it was free. So you got 1 ticket for every 1 euro spin. This is what the tournament looked like..
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4 months ago
Certainly, let me summarize. You won $30 from free tournaments. Instead of making a withdrawal, you chose to continue playing and requested a withdrawal of $600. Your winnings were limited to $270, and the remaining balance was confiscated.
- Could you kindly confirm whether the $30 was reflected in your account as real money balance or as bonus funds?
Thank you.
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4 months ago
Translation
Hello...If it had been a bonus credit it would have been subject to conditions. This was not the case. It was a credit. Payout didn't work because payout is only possible from 100 euros.
Yes, I turned the 30 (real credit) euros into 700..Paid out 600 and lost 100..
The 600 was canceled to 270...Saying it would have been a bonus...
Kind regards Christian
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4 months ago
Thank you, Chris1979, for the clarification. I have checked the general terms and conditions, and this is what I found (here):
4.4. All cashback promotions carry a wagering requirement of 1X. Players cannot withdraw a cashback bonus until the sum of the cashback is wagered in full. All cashback money is restricted to a maximum withdrawal limit of 10X the cashback amount. This includes cashback awarded as 'gifts', 'comps' or 'free chips'. The Casino reserves the right to deduct Cashback money from a pending withdrawal
I think that after winning $30 from the tournaments (where these tournaments functioned as a cashback bonus due to earning tickets for every euro spent) and proceeding to play with that amount, this rule was enforced to limit your winnings at the conclusion of your gaming session.
Would you agree that the winnings were capped justly?
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4 months ago
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OK..So it's understandable..then please close the case..Will delete my negative review...
Thank you for explaining it to me clearly..
Kind regards Christian
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4 months ago
I wish I could be of more help but I'm happy that I could explain it to you. Bonus rules may be sometimes really confusing.
I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
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