The player from Germany used a Non-Sticky-Bonus at Simsino and won €1860. Upon request for withdrawal, the casino declined the request citing the usage of bonus money on prohibited games. The casino removed all the winnings, leaving only the initial deposit of €105.
Simsino Casino - Player’s winnings were confiscated.
Amount: €1,650
Simsino Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case opened
Current status
Waiting for Casino Guru to reply
6d 12h 53m 26s
Case summary
11 hours ago
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3 weeks ago
Translation
I utilized a 100% Non-Sticky-Bonus from a streamer at Simsino with a €105 deposit. This gave me €105 real money and €105 bonus money (€210 in total). I played for a while and ended up with €1860 from various slots.
I asked the chat to remove the €105 bonus balance so I could request a withdrawal. The amount available for withdrawal was €1755.
However, my withdrawal was then declined (see attached email) with the justification that I had played prohibited games with bonus money ("Wanted", "Reactoonz" and "The Dog House"). Consequently, all of my balance was removed, barring the initial deposit of €105, which amounted to negative €1650.
In my opinion, slots that should be blocked due to bonus money should be automatically blocked by their system (as it typically is with any other casino site).
I wrote to Simsino's customer support and was informed that I had violated their T&Cs. As small compensation, they offered a measly 20 free spins, after they effectively took €1650 from me.
Please examine the case, and thank you in advance!
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3 weeks ago
Hello hagensteinmetz20,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Simsino Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Were only the not allowed games the problem or anything beside that? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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3 weeks ago
Translation
Hello and thank you for your quick response.
I have been fully and successfully verified since April 3, 2024. The only problem described were the three games in question, which had not even made a profit.
I am currently no longer in contact with the casino. The last conversation with support was on Monday (April 8, 2024). Unfortunately, this was also unsuccessful. The issue was that I could not understand why the games were not explicitly mentioned and the games were all real money. I played these slots with withdrawable money.
Best regards
hagensteinmetz20
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2 weeks ago
Hello hagensteinmetz20,
Either way, if a bonus is active, the casino should ensure that the restricted games are not allowed to play. Is there any kind of communication with the casino where they mentioned that the restricted games were the issue? If yes, please forward it to nikolas.b@casino.guru.
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1 week ago
Dear hagensteinmetz20,
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.
Casino Guru is examining the case
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