Simsino Casino - The player's winnings were deducted.

Deposited 50€ on 2022-06-03, submitted withdrawal request of 1100€ on 2022-06-05 after completing the bonus wager. After a while they informed me that they have "adjusted" my balance to comply their bonus terms.

Their bonus terms state, and everyone can go and read it https://simsino.com/bonus-terms 2.12:

"The maximum cashable cap with every bonus claimed is 5000 EUR (or the equivalent in any other currency) for deposit made over 50 EUR (or the equivalent in any other currency). Any deposit match bonus promotions triggered with deposits below 50 EUR (or the equivalent in any other currency) will be subject to a max cap win of x 10 the amount of the original deposit."

Note the word below. So my deposit was 50€ which is not below 50€, and as I explained them this maximum win cap for deposits under 50€ can by their terms not apply to it. They simply do not state what if any win cap there is for deposits exactly 50€. Now they are trying to make one up out of thin air.

So my balance was "adjusted" to 500 from the 1100 I had left after wagering the bonus. I quote the support message I got after I reached out:

"Since your deposit has not been over 50EUR, we reserve the right to adjust the bonus winnings to 10 times the amount of the deposit with which the bonus was claimed (https://simsino.com/bonus-terms)."

I tried to reason with them but they are not cooperative in this matter.

Hello osmaboi,

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.

When exactly was the payment rejected and when was the last time you spoke about the issue with the casino? Do you currently still have the entire balance on your account or they left only the 500€ there?

Based on the screenshots provided they should not have limited your winnings as you clearly met the conditions for the full amount.

Looking forward to your answer.

Regards,

Nick

Hello and thanks for your reply.

I don't have the exact time the payment was rejected, but I got the email telling me that on 7.6.2022 13.32.

Last time I had contact with the casino was 9.6.2022 when I replied to their email, in which they declined to readjust the balance. They have not replied to that email (in which I tell them again that by their own terms they should not have any reason to cap my winnings from the bonus)

Currently my balance is the 500€ that they left it at after the "adjustment".

Thanks,

Ossi

Hi,

I got the exact time for the declined payment 2022-06-05 13:18:28.

Edit: After thinking about it, that might be the actual withdraw request time and not the time it was declined.

-Ossi

Hello osmaboi,

Is there any payment currently pending?

I will now forward your complaint to my colleague Adam who will be assisting you from now on.

Wish you best luck resolving it.

Hello osmaboi,

I have reviewed your case and will contact the casino to see if I can help.

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

Dear Simsino Casino,

It seems that the terms stated as the reason for adjusting the player's winnings relate to a deposit below 50EUR and clearly, the player didn't deposit below 50EUR. Therefore, shouldn't they be entitled to their winnings in full?

Kind regards,

Adam

Dear osmaboi,

I have made contact with the casino and they were very understanding.

They send their apologies and stated that the mistake is theirs. If you contact customer support you will have the difference credited back to your account.

The casino will also update its terms to ensure the same situation doesn't arise in the future.

Please let me know when the balance has been restored.

Kind regards,

Adam

Hello and thank you for your effort.

The casino send me an email notifying me that my balance has been adjusted back to the sum it was originally.

I have now placed a withdrawal request, and will give an update once I receive it.

-Ossi

Thank you Ossi,

We will keep the complaint open until we hear that the payment has been received.

Kind regards,

Adam

Hello,

I have received my withdrawal.

Thanks all for the cooperation.

-Ossi

Dear Ossi,

Thank you for the update, I'm glad to hear that your issue has been resolved. I will now mark the complaint as 'resolved' in our system.

Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Adam