Simsinos Casino - Player's winnings have been confiscated.

I registered at this casino, made a deposit of 100€ and received a bonus of 100€.

This casino has a system where real money is spent first and the bonus rollover starts when you run out of real money.

I played some slots and applied for withdrawal without wagering on the bonus.

However, the casino confiscated my winnings on the grounds that I played a prohibited bonus game with real money.

I have explained this to the casino and they are not willing to admit to the mistake, so I would like to have a representative here to explain the situation with me.

Hello andandjonnyx,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Simsino Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you receive any kind of notification when opened the restricted game? Did you finish the bonus wagering when requested for the withdrawal? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

The account verification was completed a long time ago.

There were no notifications when the game was opened.

When you apply for a withdrawal, the bonus is automatically removed.

The interaction with the casino is looped and no conversation is taking place.

Hello andandjonnyx,

Can you please forward the communication between you and the casino to nikolas.b@casino.guru?

Hello andandjonnyx,

In most cases, it does not matter which balance is deducted first, if you claim a bonus, the bonus terms are active. However, the casino should not confiscate the player's balance due playing restricted games. They should ensure that non of the restricted games are playable by blocking them until the bonus is not finished or canceled.

I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Yes. However, the bonus terms are only valid if the bonus wagering requirements are advanced when you play for real money.

The casino's bonus is what is called a segregated bonus, which means that the bonus wagering requirements are not advanced at all when you play for real money.

In this case, there are no betting limits or restrictions on real money play.

This has been confirmed by a casino that uses the exact same system as this casino.

Hello andandjonnyx,

It's Michal again, I've taken charge of this complaint. After reviewing this case I have to agree with you. We have already received complaints from multiple players with very similar issues, unfortunately, the casino has shown no interest in resolving player complaints with us, so the prospects of a favorable resolution to your complaint seem uncertain.

You can check a similar complaint I was recently moderating here https://casinoguru-en.com/simsino-casino-player-s-winnings-confiscated-due-to-1

I will still try to contact the casino to see if we can help.

We would like to invite Simsino Casino to join the conversation.

Dear Simsino Casino,

I understand that the bonus terms and conditions outline a list of restricted games. However, the player utilized their real money funds, not bonus funds. Could you please provide further clarification on why your system permitted the player to access games that should have been restricted from bonus play? How are the players notified that a certain game is not allowed to be played while a bonus is active?

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.

support@simsinos.com

I would like the casino guru to contact support and request that they let me respond here.

https://jp.casino.guru/Stake7-Casino-review

https://jp.casino.guru/x7-casino-review

The operator of this casino also operates other casinos such as stake7 and x7. (Starcream Limited).

However, the casino's review page does not reveal this.

If the bad reviews of this casino were to be associated with affiliated casinos, the casinos might change their responses.

Dear andandjonnyx,

While you are correct that the websites Stake7 Casino and X7 Casino are licensed under the same company (Starscream Limited), however, that doesn't mean they have the same operating teams. On the contrary, they are something like "independent companies."

Some Starscream Limited casinos cooperate with us normally, but some, such as Simsino, do not. I have reached out to all the contacts we have, including support@simsinos.com but I have not received a response.

Although the casino team still has some time to respond, the likelihood of a favorable resolution to your complaint seems uncertain.

No, it has been researched that the management company is the same, just with a different team.

Therefore, if the reputations of casinos of the same operator are downgraded together, there should be complaints from different teams.

The casinos would then respond.

As long as the operating entity is the same, the excuse of an independent company is not acceptable. Everything is jointly and severally liable.

Dear andandjonnyx,

If you would check the Simsinos casino terms and conditions you will find this information:

Simsinos casino is operated by Stardust Global CCS Ltd acting as a Merchant of Record, Stardust Global CCS Ltd., a company incorporated under the Laws of Cyprus with registration number HE 443351, and registered address Alexandroupoleos 11, Block A, Apartment/Office 401, 6037, Larnaca, Cyprus.

Stardust Global CCS Ltd. is 100% subsidiary of Starscream Limited.

So as I already mentioned, although Simsinos Casino is licensed under the same company (Starscream Limited), that doesn't mean they have the same operating teams. On the contrary, they are "independent companies."

To give you an example of how this can be viewed. A McDonald's restaurant "chain" operator in Japan can't be responsible for a McDonald's restaurant "chain" in Canada where there is a different operator, for example, although they are "under" the same name or license.

As expected I have not yet received any response from the Simsinos casino team. As per our standard procedure, I will have to wait until the timer runs about and I will close your complaint as unresolved. You can submit a complaint to EARD here EADR Form - EADR - Reliable and fair out-of-court settlements and submit a complaint to the Kahnawake Gaming Commission here Dispute Resolution - Kahnawà:ke Gaming Commission or directly to their email at complaints@gamingcommission.ca

No. In that instance, McDonald's in Japan is responsible.

Even if it is in a different country, its reputation will be damaged, its stock price will drop, and its representatives will apologize to customers as a joint responsibility.

That is what bearing the same name means.

That is why teams bearing the same name must always communicate with each other.

Dear andandjonnyx, 

You are free to have your opinion, but that doesn't mean you are correct. I will not engage in further discussion with you, as you once again only see your point of view.

Anyway, as expected, I have not yet received a response from the Simsinos casino team at all. I will now close your complaint as unresolved.

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. If you have not done that already, I recommend you submit a complaint to EARD here EADR Form - EADR - Reliable and fair out-of-court settlements and submit a complaint to the Kahnawake Gaming Commission here Dispute Resolution - Kahnawà:ke Gaming Commission or directly to their email at complaints@gamingcommission.ca Please let me know how they responded (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru