Simsino Casino - Player's winnings were confiscated.

I signet up with welcome bonus n this casino. Before i played i deposited 2250 nok and got welcomebonus of 2000NOK which on simsino is a free-wager bonus. And i also did another deposit of 2250 which should been a deposit seperate of the welcome bonus. I played a little bit spins with low bet amount (under 4€) and then i checked my account and saw that i had 4000 or something in real Money and bonus was untouched. This gave me a security that i could do one bonus buy using my real Money without problems. Did one bonus buy of 1200nok on hand of anubis which gave me a win on 7000nok~ after that i spun under 4€ and increased my balance and then tried to withdraw. Now they say that the so called freewagerbonus is sticky on the whole amount. I am used to playing on casino but i think its very sus that they took it on my whole balance Even when i did 2 deposits one which shouldnt have any sticky attached to them and i read the terms which said this:

1.11. Du kan ikke plassere spill som overstiger den maksimale bonusinnsatsen når du bruker bonuspenger. Den maksimale bonusinnsatsen er 4 EUR (eller tilsvarende i annen valuta) per spill/snurr eller tilsvarende, med mindre noe annet er angitt i spesifikke betingelser tilpasset hver bonuskampanje. Merk at det er ditt ansvar å være klar over den maksimale bonusinnsatsen. For tilfeller der spill anses å ha overskredet den maksimale bonusinnsatsen, kan en konto bli gjennomgått, og bonusmidlene kan bli konfiskert i prosessen.

(https://simsino.com/no/bonus-terms)

here they clearly say: when you use bonus money, at the time of playing i had real money in the dashboard and was not using bonus money to buy the bonus buy)

Dear kristianpedersen9889,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

Our position is closely explained in Fair Gambling Codex: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is kristina.s@casino.guru.

If there is any relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Kristina

Dear kristianpedersen9889,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello i sent email to you with playing history

Thank you for your reply, kristianpedersen9889. Could you please forward me the game history in PDF or excel sheet? Unfortunately, we do not have the capacity to review dozens of screenshots.

Hello, unfortunatly the casino did not have any way to download pdf or excel file. only way was to take screenshot so really bad customer service on their part

Thank you very much, kristianpedersen9889, for your cooperation. 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.  

Hello, kristianpedersen9889,

I am sorry to hear about your unpleasant experience. 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 provide us with a detailed explanation of the situation? Why have his 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?

It would be great to have complete game logs with highlighted rows and a description of what happened.

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

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.

Dear kristianpedersen9889,

Just letting you know that I am extending the timer until the end of this week (Friday) because I tried to contact the casino in other ways.

I will inform you in case of any news or updates. However, please note if no one from the casino provides me with the relevant information until the current timer expires, the complaint will be closed in accordance with the information in my previous post.

Thank you for your patience and understanding.

Dear kristianpedersen9889,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option on how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority the casino is regulated by (Kahnawake Gaming Commission - KGC) and submit a complaint directly to the regulator. You can find more about their complaint process HERE.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru