The player from Germany had deposited 100€ at Simsinos and used a 100% wager-free bonus. After reaching a balance of 550€ and verifying his account, he requested a 450€ withdrawal, expecting the 100€ bonus to be forfeited. Despite multiple confirmations that his account was verified and the withdrawal was possible, the withdrawal was canceled, and his balance was reduced to 100€. We had to close the complaint as unresolved due to the casino's repeated lack of response in previous cases. This affects the casino's overall rating negatively.
Simsinos Casino - Player’s withdrawal has been denied.
Black points: 37
Amount: €450
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
4 months ago
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4 months ago
Translation
I made a deposit of 100€ on Simsinos. The site offers a 100% wager-free bonus for the first deposit, which I used. After playing for a while, my balance was around 550€. The active bonus wasn't running and consistently stood at €0 / €100 (0.00%). This was also documented on my account with a total balance of 571.89€, real money balance of 471.89€, and bonus balance of 100.00€. Then I tried to make a withdrawal and the live support told me I could only withdraw 450€ because the 100€ bonus was still active and would be forfeited upon withdrawal. So, I processed a withdrawal of 450€. On July 3rd, 2024, I requested a withdrawal of 450€ and, as expected, the 100€ bonus was forfeited. After being asked to verify my account with documents and IDs, I complied. This was confirmed as successful and accepted later in the live support on July 5th, 2024. I also received confirmation via email that all documents were successfully verified. I explicitly asked again on July 6th, 2024, and they confirmed that everything was verified and their finance department could process the payout. Suddenly, on July 6th, 2024, the withdrawal was canceled and my account only had 100€ remaining, with no active bonus at all. When I inquired in live support, they told me that the bonus was still active, which caused the cancellation. But their statements began to contradict themselves.
1. First, they said that the bonus couldn't be wagered at all, which was the case because the wagering requirement wasn't progressing and was essentially endless.
2. Then they told me that the withdrawal was possible and only the 100€ bonus would be forfeited, but the 450€ was withdrawable.
3. After that, both live support and email confirmed that my verification was successfully completed and there was nothing standing in the way of the withdrawal.
4. Suddenly, the withdrawal was canceled and out of the total 571.89€, only 100€ remained in the account.
I feel slightly cheated, as I didn't violate any terms and conditions.
I have a total of 9 screenshots that prove my case. (All attached in the email)
Automatic translation:
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4 months ago
Dear myrulez,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Simsinos Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Have you confronted the casino with the situation? Has the casino support offered any solution to the issue?
- Feel free to submit the screenshots to support your case here, as not all the files were included in your first post.
- If you have chat transcripts you can also send them to my email at tomas@casino.guru
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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4 months ago
Translation
I confronted Casino with this, you never get anywhere with live support and always get the same answers. I sent you all the screenshots by email.
Automatic translation:
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4 months ago
Dear myrulez,
Unfortunately, I would like to inform you that since this casino has 10+ cases closed as "No Reaction Policy" we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.
Regrettably, it seems to be a common practice of Simsinos Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.
We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We currently recommend staying away from Simsinos Casino.
I would recommend you complete the casino's dispute process first, outlined in https://simsinos.com/en/terms-and-conditions point 10
If you are not successful, I would recommend you contact the casino's regulator: https://casino.guru/licensing-authorities/kahnawake-license
Feel free to take advantage of our resource on the topic https://casino.guru/submitting-complaints-to-regulators
The casino can reopen this complaint anytime.
