The player from Austria had reported an issue with Simsino Casino regarding a 100% no-wagering bonus that hadn't been credited to his account after he had made a play. Despite having reached out to the casino's support, the issue had remained unresolved. The player had been informed that he wouldn't receive the €20 bonus since he had already played with his real money. This had been his 3rd or 4th deposit with the casino. As a resolution, we had suggested the player to ask the casino for an alternative bonus as compensation. However, the casino did not offer any compensation. Consequently, we had to close the complaint due to lack of recourse.
Simsinos Casino - Player didn't receive advertised bonus.
Amount: €20
Simsinos Casino
Safety Index:Below averageSafety Index
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5.1
Simsinos Casino has a Safety Index of 5.1, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
7 months ago
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7 months ago
Translation
Sending a large SMS and email with a 100% no Wagner Bonus on Easter Sunday, but not receiving the bonus and multiple contacts with support were unsuccessful. At first, they said they were aware of the current problem and it would be no problem if I played in the meantime, but now after 6 hours, they're saying I've already played my real money and therefore the amount of 20€ cannot be credited. This is simply outrageous behavior from the casino!
Automatic translation:
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7 months ago
Dear Rag3Voxl,
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.
- Could you please share the communication in which the casino advised you to play regardless of the issue with the bonus?
- Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
- Was this your first deposit in this casino?
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
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7 months ago
Translation
Hello, it was already my 3rd or 4th deposit and there were never any problems.
Unfortunately I don't have any chat history here. I actually thought that I would get credit for it because the first support said they knew about the problem and that they were currently working on it. I also asked if it would be a problem if I played with my real money and was told no and a standard answer came with "I should delete my browser history and cookies and restart the website in private mode" again 6 hours later Contacted support to say that I still haven't received a bonus and they said that she doesn't see that I have a bonus. I thought that was the problem and I also sent the screenshot of the text message and email and then it said again that since I had already played my real money it would not be possible for them to credit the bonus, which in my opinion is complete nonsense because they know that That's why I paid in.
Kind regards.
Automatic translation:
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7 months ago
I am sorry but if you played down your balance, that is a situation where usually casinos are unable to credit you the bonus associated with said deposit anymore.
Without any correspondence with the casino, there is little recourse we can offer.
Have you asked the casino to credit you any alternative bonus instead, as compensation? With what result?
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7 months ago
Has the casino offered any compensation for the bonus that wasn't credited to your account?
Please let me know.
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7 months ago
Translation
Unfortunately not. The answer is that bonuses will keep coming and they can't offer me anything at the moment
Automatic translation:
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7 months ago
Dear Rag3Voxl,
Thanks for your response.
Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.
