Simsinos Casino - Player experiences withdrawal issues due to bonus misinformation.

Hi,

I created an account at simsinos, I made a deposit without any bonus, won a little and made a withdrawal request and provided the requested KYC documents.

I then made another 20 eur deposit with their 0 wager deposit bonus and had 20 eur cash balance and 20 eur bonus balance, I wagered for a while and then I won 75 eur, I had 55 eur cash balance and 20 eur bonus balance so I wanted to withdraw the 55 eur and forfeit the 20 eur bonus balance. She i tried to do this it said that a problem occurred, please contact support so I did. I explained to the agent what I just explained here and she told me that I had an active bonus and was not able to withdraw as long as this was active, I explained that I wanted to forfeit the bonus balance and just withdraw the winnings and again she responded: As I mentioned a few moments ago, you have an active bonus. You need to complete it in order to make a withdrawal. (agent: rosa)

I waited a while and went to the live chat again and talked to sabrina which told me pretty much the same, so I got frustrated and started wagering and of course I lost all balance.

Today I was talking to leonie in the chat which explained, if I deposit 50 eur with the bonus and win 700 eur I can withdraw 650 eur and forfeit the 50 eur, this is exactly what I wanted to do from the beginning.

I am now reaching out for help here since I don't receive the help needed from their customer support agents.

Am I in the wrong here or did they give me the wrong information from start?

I have attached some screenshots from the chat below, sorry if they are not in the correct order, someone from their casino should be able to go and read my previous contacts?

Kind regards,

Dear Nillet1337,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please confirm if the bonus you activated and played with was the second deposit bonus from the Welcome package?

Have you made sure to wager your deposit amount at least once before you requested a withdrawal? This is an AML requirement stated in the general Terms and Conditions:

All deposits must be wagered at least once before the player is able to withdraw any balance.

Am I correct in understanding that you lost your entire balance playing and the balance in your account is now zero?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi Veronika!

Thanks for the reply,

I deposited 20 eur with the 1st deposit bonus so that I had 40 eur to play with, my balance went up and down and I for sure wagered more than 20 eur, if they count this as I wagered from my cash balance or bonus balance I am not sure of, but I can for 100% confirm that I have wagered more than 20 eur before I tried to withdraw. Once I reached 75 eur I wanted to forfeit the 20 eur bonus balance and just withdraw the 55 eur in cash balance, I even had the option on the withdrawal page to forfeit the bonus but I was not able to and this is when I contacted customer support.

After they told me that I had to keep playing and not being able to withdraw whilst having an active, I had no other choice than to keep gambling and yes I lost all the remaining balance (I might have a couple of cents left on the account)

Regards

Nillet

Thank you for your reply.

Unfortunately, since you played through your balance in regular gameplay, we are unable to assist you in recovering any lost funds. If you encounter issues with wagering a bonus or your real-money deposit in the future, we strongly recommend reaching out to the casino’s customer support team or a third-party mediator service like ours before continuing to wager and risking the loss of your balance.

Please note that we can only seek assistance from the casino and request explanations in cases where the player’s balance is still intact. Once you proceed to play with the funds, it is considered an acceptance of the casino's terms, leaving us unable to intervene retroactively.

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 any issues with this or any other casino in the future.