The player from Germany had used a Non-Sticky-Bonus at Simsino and had won €1860. Upon his request for withdrawal, the casino had declined the request, citing the usage of bonus money on prohibited games. The casino had removed all the winnings, leaving only the initial deposit of €105. The player's account had been verified since April 3, 2024. The player had not communicated with the casino after April 8, 2024. The player had then approached us for mediation. We had tried to contact the casino multiple times but received no response. Therefore, we had marked the complaint as 'unresolved' and had advised the player to contact the Kahnawake Gaming Commission for further assistance.
Simsinos Casino - Player’s winnings were confiscated.
Black points: 93
Amount: €1,650
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
6 months ago
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7 months ago
Translation
I utilized a 100% Non-Sticky-Bonus from a streamer at Simsino with a €105 deposit. This gave me €105 real money and €105 bonus money (€210 in total). I played for a while and ended up with €1860 from various slots.
I asked the chat to remove the €105 bonus balance so I could request a withdrawal. The amount available for withdrawal was €1755.
However, my withdrawal was then declined (see attached email) with the justification that I had played prohibited games with bonus money ("Wanted", "Reactoonz" and "The Dog House"). Consequently, all of my balance was removed, barring the initial deposit of €105, which amounted to negative €1650.
In my opinion, slots that should be blocked due to bonus money should be automatically blocked by their system (as it typically is with any other casino site).
I wrote to Simsino's customer support and was informed that I had violated their T&Cs. As small compensation, they offered a measly 20 free spins, after they effectively took €1650 from me.
Please examine the case, and thank you in advance!
Automatic translation:
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7 months ago
Hello hagensteinmetz20,
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? Were only the not allowed games the problem or anything beside that? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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7 months ago
Translation
Hello and thank you for your quick response.
I have been fully and successfully verified since April 3, 2024. The only problem described were the three games in question, which had not even made a profit.
I am currently no longer in contact with the casino. The last conversation with support was on Monday (April 8, 2024). Unfortunately, this was also unsuccessful. The issue was that I could not understand why the games were not explicitly mentioned and the games were all real money. I played these slots with withdrawable money.
Best regards
hagensteinmetz20
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7 months ago
Hello hagensteinmetz20,
Either way, if a bonus is active, the casino should ensure that the restricted games are not allowed to play. Is there any kind of communication with the casino where they mentioned that the restricted games were the issue? If yes, please forward it to nikolas.b@casino.guru.
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7 months ago
Dear hagensteinmetz20,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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6 months ago
Translation
Hello Nick,
I sent you the screenshots of the email.
best regards
Hagen
Automatic translation:
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6 months ago
Hello hagensteinmetz20 and thank you very much for all the information provided so far. 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
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6 months ago
Hello hagensteinmetz20,
I'm Michal, and I've taken charge of your complaint. After reviewing your case, I must mention that due to the recent lack of cooperation from the casino in resolving complaints on our forum, the prospects of a favorable resolution to your complaint seem uncertain. Anyway, as my colleague Nick mentioned, our stance in a situation like this is that the casino should ensure that the restricted games are not allowed to play or if this can't be set by the casino system a popup notification should be displayed to the player before the player engage playing on restricted games.
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,
Can you please provide information on how the players are notified that a certain game is not allowed to be played while a bonus is active?
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6 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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6 months ago
Dear hagensteinmetz20,
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 Commission directly on their webpage here: https://gamingcommission.ca/interactive-gaming/complaints/ or via email at complaints@gamingcommission.ca 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 (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Michal
Casino Guru
