Simsinos Casino - Cancellation of player's winnings after using a bonus.

Hallo,

Ich brauche bitte eure Hilfe.

Ich habe eine Einzahlung bei Simsino mit einem 100% UMSATZFREIEN Bonus gemacht und daraufhin Gewinne erzielt von denen ich einen Teil ausbezahlt habe.

Danach habe ich nochmal eine Einzahlung gemacht ohne Bonus und wieder etwas dazu gewonnen.

Und habe noch zwei Auszahlungen angefragt.

Nun wurden ALLE drei Auszahlungen storniert mit der Aussage, dass ich Gates of Olympus 1000 nicht mit Bonus hätte spielen dürfen.

Aber ich habe nach dem umsatzfreien Bonus ja NOCHMAL eingezahlt OHNE Bonus doch auch diese Gewinne wurden storniert.

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

Hallo,

- Ja, ich habe Gates of Olympus 100 gespielt was laut Casino verboten war.

Ich habe dieses Spiel zwar erst ganz zum Schluss gespielt und damit nur Verluste erzielt.

- Ich habe nur mit einem einzigen Bonus gespielt

- der Restbetrag wurde vor meiner nächsten Einzahlung etwas verringert und dann mit meiner Einzahlung wieder vermehrt

Ich möchte den Vorgang nochmal genauer schildern, da es etwas kompliziert scheint:

Ich habe 20€ eingezahlt mit einem 100% Umsatzfreien Bonus und Gewinne von circa 600€ erzielt.

Danach habe ich 150€ ausgezahlt und den Rest auf meinem Account gelassen und fast alles wieder verspielt.

Danach habe ich 20€ eingezahlt und nochmal Gewinne erzielt und einmal 70€ und einmal 50€ ausgezahlt.

Nun wurden aber alle Gewinne einbehalten. Auch die, die ich mit den 20€ (ohne Bonus) erzielt habe.

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.  

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).

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.

I am extending the timer by another 7 days. I was in contact with the casino, but I have not been provided with anything relevant regarding the matter. Now I am waiting for the requested information/details. However, if the casino does not provide me with the relevant information that I requested, the complaint will be closed in accordance with the information in my previous post. The casino was informed about the same.

Once I have any news or updates, I will inform you.

Thank you for your patience and understanding.

Dear Eskimee,

Unfortunately, since we have not received any further 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 or the complaint process generally HERE. Alternatively, as it is stated in the casino's Terms and Conditions, you can also try to submit a complaint to the ADR (EADR).

In case of any questions or news from the regulator or ADR, 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