The player from Austria used a wager-free bonus at Simsino and earned winnings from which he withdrew a portion. After making another deposit without a bonus and winning, his further withdrawals were cancelled.
Simsino Casino - Cancellation of player's winnings after using a bonus.
Amount: €270
Simsino Casino
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Case opened
Current status
Waiting for casino to reply
1d 8h 15m 54s
Case summary
5 days ago
Public
Public
2 weeks ago
Translation
Hello,
I urgently need your help.
I made a deposit at Simsino with a 100% WAGER-FREE Bonus and subsequently earned winnings from which I withdrew a portion.
Afterwards, I made another deposit without a bonus and won some more.
I have also requested two additional withdrawals.
However, ALL three withdrawals were cancelled with the statement that I shouldn't have played Gates of Olympus 1000 with a bonus.
But after the wager-free bonus, I deposited AGAIN without a bonus and yet these winnings were also cancelled.
Automatic translation:
Public
Public
2 weeks ago
Dear Eskimee,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Simsino Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Do I understand correctly the casino accuses you of playing a restricted game while the bonus was active?
- Have you activated and played only one bonus during the incident?
- After you attempted to withdraw part of your winnings, have you played down the balance you left on your account before making a deposit?
- Could you please share your communication with the casino? 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
Translation
Hello,
- Yes, I played Gates of Olympus 100 which was forbidden according to the casino.
I only played this game at the very end and only suffered losses.
- I only played with one bonus
- the remaining balance was reduced slightly before my next deposit and then increased again with my deposit
I would like to describe the process in more detail, as it seems a bit complicated:
I deposited €20 with a 100% wagering-free bonus and made winnings of around €600.
After that, I withdrew €150 and left the rest in my account and lost almost everything again.
After that, I deposited €20 and made more profits and withdrew €70 and €50.
But now all winnings have been withheld. Even the ones I made with the €20 (without bonus).
Automatic translation:
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1 week ago
Thank you very much, Eskimee, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.
Public
Public
5 days ago
Hello, Eskimee,
I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.
Dear Simsino Casino team,
Could you please explain the player's situation in more detail? What exact bonus did the player use, what are the specific rules of this bonus, where can we find them, and why have the user's winnings been confiscated?
If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?
Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).
Simsino Casino has 1d 8h 15m 54s to reply
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