Simsino Casino - Player's winnings are confiscated due to misinterpretation of bonus terms.

Simsino Casino is unjustly holding my winnings of 270 eur. I’ll summarize the situation at hand

I got the welcome bonus that included 100% no wager bonus which never got used. I was playing with my real money balance when I accidentally bought a bonus (go to any relax gaming slot and see how easy it is you need only move your finger up a tiny bit and double press)

Without even letting it play through I went straight to support chat as I wanted to be clear of my situation. I was then advised to make a withdrawal which was denied citing

"Hello Adam,

We are writing to you regarding your withdrawal request of €279.00. Unfortunately, we had to decline your withdrawal request due to a breach of our Terms & Conditions by placing bonus bets over the limit with an active bonus:

 Therefore, your withdrawal request has been declined and the winnings generated were voided. Your initial deposit has been returned to your cash balance. Feel free to make a new withdrawal request.

Should you require any further assistance do not hesitate to contact our Customer Support team.

Sincerely,

Payments Cashier"

asides from the fact that this bonus buy did not benefit me in any way (cost 60 eur and payed 15) and was accidental, the actual terms and conditions posted on the website state the following

"1.11. You may not place any bets that exceed the maximum bonus bet size when using bonus money."

I request the casino do the right thing and pay me my winnings. If they want to ban the use of bonus buys with an active bonus altogether it should be reflected in their terms.

I am here to provide any information asked from me thank you

Dear garywinters89,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found (here):

1.11. You may not place any bets that exceed the maximum bonus bet size when using bonus money. The maximum bonus bet size is 4 EUR (or the equivalent in any other currency) per bet/spin or equivalent unless it is stated differently in the specific terms and conditions tailored to each bonus campaign. Please note that it is your responsibility to ensure that you are aware of the maximum bonus bet size. For cases where bets are deemed to have exceeded the maximum bonus bet size, an account may be reviewed, and the bonus funds confiscated in the process.

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet.

Please do not hesitate to forward your game history in Excel format along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

• Additionally, can you inform me whether your balance is divided into two parts upon activating a promotional offer, or if it is presented as a single "bonus balance"?
• Can you provide details on the specific bonus you activated and utilized?
• Lastly, what were the amounts of both the deposit and the bonus awarded?

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I have emailed you with the requested information

Additional comments from the player:

-The balance is divided into 2 parts, "real" and "bonus"

- Fire Wins Factory is the game, the regular bonus buy costing

66x bet size

-20 euro deposit and 20 euro wager free bonus size

Hi garywinters89,

Thank you for your email. I have checked once again the general bonus terms and conditions and unfortunately, there is a mention regarding binus features:

2.7.7. The stake size on any game with a "bonus buy" or "feature buy" option will count as the total cost of the spin, not the stake or value of the game round the feature or bonus is played at. For example, Money Train at €1 stake, the bonus buy is 80x (€80) so the bet size for this round would be €80.

I understand that you were still wagering with your real money when you accidentally purchased the bonus feature. However, if your bonus was still active at that time, I'm afraid there's not much we can do.

• Were your funds still displayed in the bonus balance?

Looking forward to hearing from you.

My bonus balance was 20 euros and I had 350 euro real balance when I accidentally purchased the bonus… should it being "active" really even be a factor here!?

I just can’t believe in my circumstance they are trying to not pay me I was straight forward my intentions are clear that’s why I literally went to support the moment it happened!! I have read lots of cases of people purchasing a bonus then winning and "accidentally" playing with the balance.. that I understand can be seen as abuse but here, really??

"Were your funds still displayed in the bonus balance?"

I am not sure I understand the question when I made the bet it showed like this

"Real Balance - 342 euro

Bonus Balance - 20 euro"

please help me out here and @simsino if you have any care for your players why are you trying to do me like this?? Have some understanding like come on

This part of the terms and conditions would favour me getting my money?

"1.11. You may not place any bets that exceed the maximum bonus bet size when using bonus money. The maximum bonus bet size is 4 EUR (or the equivalent in any other currency) per bet/spin or equivalent unless it is stated differently in the specific terms and conditions tailored to each bonus campaign"

"1.13. Any Bonus Funds are displayed separately from any Deposit Funds in Your Player Account."

and on another note it is not clear technically a wager free bonus would be considered having wagering fulfilled right??

" 1.26. Bonus is in effect until bonus wagering requirements are fulfilled, all bonus money is lost or the bonus expires."

Thank you very much, garywinters89, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello garywinters89,

I have reviewed your case and will contact the casino to see if I can help. In the meantime, you mentioned you went straight to support after accidentally buying the bonus, do you have any record of what the support chat told you?

We would like to invite Simsino Casino to join the conversation and participate in the resolution of this complaint.

Dear Simsino Casino,

Can you please provide further information from your side? If the player bought the bonus by mistake, and informed the support of this, could the situation be re-evaluated?

Kind regards,

Adam

Hi thank you for passing it off to your colleague and Hi fellow Adam. Wow I appreciate your comment it’s nice that you are giving this a shot on my behalf.

Simsino Casino if you read this I kindly request that you please give my situation some real thought and give it a manual review.. it’s obvious I did not intend to break any rules. I’ve played (and lost lol) magnitudes more than 290 euros on your other branded casinos and never once made an issue about it. But this is different because I truly don’t think it is deserved to confiscate the funds..

I don’t have a record of that first conversation I hope maybe they do? It went something like

Me - "hey I was just playing and tapping spin really fast and i accidentally moved my finger and hit bonus buy. I just wanted to let u know right away to avoid any possible issues cuz I have a bonus. I haven’t even played the round yet"

Casino - "I advise you make a withdrawal request immediately and our skilled financial department will look at your game history and make a decision"

then we both said have a good day bye

i have pictures of my chat afterwards as soon as I got the email stating my winnings are voided… but that’s just me being worried begging for some understanding

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Unreal… it looks like they are not replying to any complaints as of late? .. what do I do now?

No response from them hey?

Hello garywinters89,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the Kahnawake Gaming Authority (https://casino.guru/licensing-authorities/kahnawake-license) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (adam.m@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Adam