HomeComplaintsSimsinos Casino - Player's winnings confiscated due to alleged bonus abuse.

Simsinos Casino - Player's winnings confiscated due to alleged bonus abuse.

Black points: 67

Amount: €1,029

Simsinos Casino
Safety Index:Below average
Submitted: 01 Mar 2024 | Unresolved : 19 Apr 2024
Unresolved Our verdict

No reaction policy, good regulator

UNRESOLVED

Case summary

7 months ago

The player from Germany had used a no-wagering requirement bonus at Simsino Casino and had won. After the player requested a withdrawal, the casino accused them of bonus abuse and cancelled the withdrawal. The player insisted that no prohibited games had been played. After we collected the necessary information, we reached out to Simsino Casino for their side of the story. Despite multiple attempts, the casino did not respond. Given the lack of cooperation from the casino, we marked the complaint as 'unresolved', which could negatively affect the casino's rating. We advised the player to contact the Kahnawake Gaming Authority for further assistance.

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8 months ago
Translation

(Player from Germany)


Hello,


I used the no wagering requirement welcome bonus at Simsino and won on the game "Coins" (Hacksaw Gaming).

After I made a withdrawal request, I received an email from the casino accusing me of bonus abuse.


See here:


However, I didn't play any prohibited games, as I had checked the bonus conditions beforehand, and I haven't committed any "bonus abuse", as the casino has accused me of.


In any case, the casino has unfortunately canceled my withdrawal request, which I find very unfair.


Thank you in advance for your help,


Best regards,

Ruben

Automatic translation:
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8 months ago

Dear Rubeng93,

Thank you very much for submitting your complaint.

I'm sorry to hear about the issue you encountered while using the no-wagering requirement welcome bonus at Simsino. To assist you further, could you please provide additional information regarding the following points:

  • Can you specify the exact terms and conditions associated with the welcome bonus you utilized, particularly regarding eligible games and any potential restrictions?
  • Do you have any documentation or screenshots of the bonus terms and conditions that you reviewed prior to playing "Coins" by Hacksaw Gaming?
  • Have you previously experienced any similar issues or misunderstandings with bonuses or withdrawals at Simsino, or is this an isolated incident?

Your cooperation in providing these details will help us investigate and work towards a resolution.

Furthermore, if you have any relevant communication or documentation related to this matter, please feel free to forward it to petronela.k@casino.guru. This will enable us to gain a comprehensive understanding of the situation.

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,

Petronela




Edited by a Casino Guru admin
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8 months ago
Translation

Hello Petronela,


I just registered with Simsino and played in this casino for the first time, so this is an isolated case.


Regarding the rules: Maximum bet with bonus money is 4 euros and the game Coins was not on the list of "restricted games with bonus money". I have adhered to these rules and will send you the documents and screenshots by email.


Kind regards

Reuben


Automatic translation:
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8 months ago

Thank you very much, Rubeng93, 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 the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  


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8 months ago

Hi Rubeng93,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Simsino Casino to join the conversation and contribute to the resolution of this complaint.

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8 months 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’ which may negatively affect its rating.

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8 months ago

Hi Rubeng93,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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 contact the Kahnawake Gaming Authority (https://casino.guru/licensing-authorities/kahnawake-license) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter


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