Ricardo's Casino - Player’s winnings have been reduced.

Ich hatte mit einem Boni von 125,00 Euro gespielt. Ich hatte 1000 Euro gewonnen und bekam nur 150,00 Euro Ausbezahlt.

Dear Gabriele,

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. Have you deposited any funds into your account? Could you please specify which exact bonus offer you have redeemed any played? You can forward its name or a specific link when replying.

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Ich habe 25 Euro einbezahlt um diesen 125, 00 Euro Bonus zu erhalten. Aber die 1000,00 Euro die ich gewonnen habe wurden storniert. Und ich bekam statt 1000,00 Euro nur 150 Euro.

Alle Bonis wurden plötzlich bei Ricardos Casino rausgenommen.

Irgendwie iat das comisch

I have checked the general bonus terms and conditions, and this is what I found https://www.ricardoscasino.net/en/terms:

"4.11. A bonus equal to or greater than 200% that has been claimed with any deposit, will be subject to a max cashout of 10x the deposit amount."

"4.2. All bonus money will be removed at the point of cash out, bonus money is money that can be used to help generate winnings but cannot be withdrawn as part of the winnings. The bonus will be treated as 'Non-Withdrawable' and will not be reissued to your account but deducted from the winnings by the casino's withdrawal manager during the payout process."

It means that if you have deposited €25 x10 = €250 - €125 (received bonus funds) = €125 + €25 (deposited funds) = €150.

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider this rule to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play. 

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear Gabriele,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.