The player from Germany won around 5000€ after using a free spins bonus but faces issues with withdrawal as the casino claims the maximum win is 100€ applies in his situation. The player disputes this decision.
Richard Casino - Player's winnings are being confiscated.
Amount: €3,000
Richard Casino
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Case opened
Current status
Waiting for Casino Guru to reply
1d 17h 38m 55s
Case summary
yesterday
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3 weeks ago
Translation
I started with a free spins bonus for registering at the casino, and then I won a few hundred euros. I completed the KYC verification and deposited 20 € (because without a deposit, you can't make a withdrawal) and afterwards I won about 5000 € - requested withdrawals, and now after several days, they're saying the max win is 100 €, obviously from the free spins. The winnings were achieved long after the wagering requirements and partly with my own deposited money.
Automatic translation:
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3 weeks ago
Dear Knaebel,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Richard Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise when have you completed the wagering of the bonus?
- Could you please explain what your balance was immediately after you completed the wagering of the bonus and why you decided to deposit more funds?
- Could you please share your communication with the casino justifying its decision to apply the win limit? 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
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2 weeks ago
I start with Registering around 21 Okt 2024, 15:58 - be curse i got an Signup 55FS Bonus code in a Newsletter from Wettformat.com - I got the 55FS and win 9,91€ from them with a play try of 381,40€
21 Okt 2024, 18:19 i Disposit 20 Euro and got a Bonus of 100% and 25FS
21 Okt 2024, 21:11 i Make a Payout of 650€ to my CC - let around 90€ on the acc to play
i was not so easy to get KYC verified... but i manage it sometime next day.
you can see that i make a lot of payout request on the screenshots, at a time it was over 4500€ total - i even got a payout to crypto cancel - with they say i have to use same way in/out - not that i don't have the money on my acc
2 days later they cancel my 3000€ pay out with the max 100 euro story
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2 weeks ago
Thanks for the detailed explanation.
On the screenshot, the deposit bonus you received doesn't appear wagered through.
- Do I understand correctly you requested a withdrawal of winnings (650€) before the wagering was complete?
About your question in the email, the 120€ appears to include the maximum winnings of your first free spins bonus along with the amount you deposited (100€ winnings+ 20€ deposit)
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2 weeks ago
Translation
the deposit bonus was lost.
I only requested a withdrawal after €0.00 was blocked by bonuses.
and the process was:
- 55FS upon registration 9.81€ won 384 € Play Try completed (my account balance was around 80-90 euros)
- KYC performed
- Deposited €20 with bonus - lost this play try - and then won and initiated withdrawals
why should I be paid out €120 out of €3000? 100 max bonus win and then get back €20 that I deposited, then the rest €2880 must be linked to the €20 - with the deposit bonus there is no max €100
and only on 3.11 I was informed by email "
9.81 EUR BETTING FORMAT50 wagered
max cashout FS - 100 EUR
exceeding winnings subtracted - 2880 EUR"
However, I only requested the withdrawal of the 3000 after completing the turnover requirement and depositing - if the casino tells me that the bonus has been played through - then I'm done with it - and especially if I deposit money afterwards - otherwise, when the requirements are met, the withdrawal must be made immediately and not just the account balance adjusted
Automatic translation:
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1 week ago
Thanks for your patience,
If you deposited and received a bonus on top of the balance that wasn't yet capped according to the maximum win condition, your funds were mixed.
In such circumstances any balance you accrued was achieved with funds that didn't belong to you, leading you to gain an unfair advantage. If only your previous winnings and the deposit were returned in such a situation, we would consider the actions of the casino justifiable.
Could you please clarify whether you deposited the 20€ on top of the 381,40€?
Thanks in advance for your reply.
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5 days ago
Translation
I won €9.81 with the free spins - then I had to make a turnover of €381.40, after which I could reach a maximum profit of €100. I met the turnover requirement = €100 profit, in order to get this winnings paid out you first have to make a deposit of €20 (because the 1st deposit is a 100% bonus) so I have €140 in my account, with this money I made my winnings - if I can't win anything with the deposit, why waste time in a casino??
The casino corrected my account to €100 after I had completed the turnover requirement. My withdrawal requests were only processed after all bonus requirements had been met. Before you have met these, it is not possible to request a withdrawal!
Automatic translation:
Casino Guru is examining the case
