The player from Germany was accused of breaking the T&Cs by playing a restricted game while completing bonus wagering. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Simsinos Casino - Player has been accused of playing a restricted game.
Black points: 12
Amount: €99
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
Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
7 months ago
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2 years ago
Translation
Hello I had requested a payout from the casino 3 days ago, I just checked and all of a sudden there was only my deposit amount, I was told I had played a restricted game but I wasn't told which one.. Here are the chat logs and more a screenshot saying they informed me about restricted play but nothing came up
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2 years ago
Dear Lolek100,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We think that restricted games for bonus play should be blocked, and this rule enforced at the software level, i.e., that the casino's software or website shouldn't let players place bets on the games that are not allowed to be played while completing the bonus wagering.
Could you please advise if it was your first redeemed bonus in this casino?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
Translation
Yes, that was my first bonus in this casino and this game was not blocked, I also know which one it was. But with the number of games that you are not allowed to play, you lose track, I don't write down every game that I am not allowed to play.. I wanted to have the 25 euros that I deposited paid out, I will cancel that now and Don't leave the money in the account that they still say I had the money paid out to me.
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2 years ago
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Who is supposed to keep track of that? I hope there will be a positive result, if not I thank you anyway for the effort
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2 years ago
Thank you very much, Lolek100, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Hi Lolek100,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Simsino Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
Translation
Thank you, very nice of you, as I said, if I'm not allowed to play games because of the bonus, it's usually displayed to me. I gambled away the 25 euros that I deposited, but it doesn't matter, they deducted the other 75 euros
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2 years ago
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’.
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2 years ago
Hi Lolek100,
I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the EADR Ltd, an MGA-approved Alternative Dispute Resolution service provider, by completing their online form available at this website https://eadr.org/eadr-form/ and if necessary also the Malta Gaming Authority itself after that (https://www.mga.org.mt/support/online-gaming-support/). It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling out the form or how the EADR and the MGA responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.
Best regards,
Peter
