HomeComplaintsRun4Win Casino - Player is unhappy with the cap on free spins winnings.

Run4Win Casino - Player is unhappy with the cap on free spins winnings.

Amount: €150

Run4Win Casino
Submitted: 15 Jan 2025 | Case closed : 27 Jan 2025
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

The player from Finland requested a withdrawal of €250 from winnings obtained through free spins, which were granted after making a deposit. Although he successfully withdrew €100, his claim for a larger amount is denied based on the casino stating it was a no-deposit bonus, while he believes it is a deposit bonus, leading to a dispute with customer service.

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Translation

Hello, I made a deposit at this casino and requested free spins from customer service. They credited me with 15 free spins, which resulted in winnings of €250. After meeting the wagering requirements, I made a withdrawal request for €250 from my account, but it was rejected for some reason. I received an email stating that the maximum cash-out for a no-deposit bonus is €100. I then requested a €100 withdrawal from my gaming account and indeed received that €100 immediately into my Skrill account. However, upon later reading the bonus terms and conditions, I noticed that the maximum cash-out for deposit-free spins is €300, not €100 as they claimed. I contacted customer service and have tried several times to resolve the issue with them, but to no avail. They keep coming up with excuses, including saying the spins were welcome free spins, even though I received them in 2023. They insist it was a no-deposit bonus, which is not true. I would not have received those free spins if I hadn't made a deposit to my account. How can they even claim it is a no-deposit bonus when it clearly is a deposit bonus? No casino gives out free spins without a deposit just like that, unless it's during the registration phase. This is what we cannot agree on; I believe it's a deposit bonus, but in their view, it is not. They consider it a no-deposit bonus, but I know that’s not the case because if I hadn’t deposited, I wouldn’t have received the free spins. I'm asking Casino Guru to clear up this matter so I can receive the money that rightfully belongs to me. Thank you in advance.

Automatic translation:
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Dear Jarski88,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please forward me the chat transcript or screenshots of your communication with customer support from the day you requested your bonus? My email address is veronika.f@casino.guru.

Also, please send me a screenshot of your bonus history.

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

Best regards

Veronika

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Translation

I sent you an email 🙂

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Thank you for your email.

Could you please confirm if you received your free spins only after you lost your deposit in regular gameplay?

Did you contact customer support with a request for a bonus after you lost your deposited real money?

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Translation

I deposited and then contacted customer service and they added those spins for me. I played real money first and only then the free spins, but I wouldn't have gotten those free spins without a deposit because I asked customer service about free spins before I deposited and the answer was no, but when I deposited I got those spins.

Automatic translation:
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Dear Jarski88,


Thank you for reaching out and sharing your concerns. We sincerely apologize for any confusion or inconvenience caused.


To clarify, if free spins are granted as a bonus without a deposit, the maximum cash-out from winnings is indeed €100. However, when free spins are awarded as part of a deposit bonus with a deposit bonus code, the maximum cash-out limit is €300. Based on your description, it seems the free spins you received were credited without a deposit bonus code, which is why the €100 cash-out limit applied in this case.


We understand how this might be disappointing, and we regret any misunderstanding regarding the bonus terms. We are committed to ensuring transparency and fairness, and your feedback will help us improve how we communicate these details moving forward.


If you have any further questions or concerns, please don’t hesitate to contact our support team. We value your experience and appreciate your understanding.


Kind regards,

Run4Win Team

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Do you see any promo code there in welcome backage terms and conditions? Because i do not see. So that means that i Even did not have to use any promo codes to get deposit freespins.

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Dear Run4Win Casino representative,

Thank you for reaching out and providing us with additional information regarding the player's case.

Dear Jarski88,

After thoroughly reviewing your case, we have concluded that the casino was correct in classifying your free spin winnings as originating from a no-deposit promotion. Since you did not activate the free spins directly in your profile in connection with your deposit, they cannot be considered deposit-based spins.

Additionally, as the casino has already paid out €100 of your winnings, we consider this matter closed.

This complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Veronika

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