Skycrown Casino - Player's winnings were confiscated without explanation.

Habe mit einem No Deposit Bonus 20 Euro gewonnen und diesen erfolgreich umgesetzt. (30x).

In genau dem Moment als die Umsatzbedingugen erfüllt waren, (zu dem Zeitpunkt war die Balance bei 270€) wurde meine Balance einfach auf 0€ gesetzt.

Der Live Support scheint nicht mal mein Anliegen zu verstehen und antwortet mit Standartantworten, die nichts mit dem Thema zu tun haben.

Dear yanino,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please clarify which bonus you activated? If possible, please post here a link or promo code to the bonus offer you redeemed.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

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,

Kristina

Der genutzte Promo Code lautet: ND47. (Der Bonus wird auch als "erfolgreich umgesetzt" unter Bonusverlauf angezeigt.)

Thank you very much for your reply, yanino. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Ich habe mittlerweile eigentlich alle Informationen per E-Mail verschickt. (Spielhistorie, Screenshots, dass der Bonus erfolgreich gewagert wurde und Screenshots des Live Chats.) Fehlt noch etwas?

Der Kontostand ist mysteriöserweise mittlerweile auf 6,8€ angehoben worden. Ich hatte nach erfolgreichem Wagern des Bonus also 270€, dann auf einmal einfach 0€ und jetzt 6,8€. - Alles sehr merkwürdig.

Thank you very much, yanino, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, yanino,

I am sorry to hear about your unpleasant experience, and sorry for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Skycrown Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Skycrown Casino team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should he take for the disputed winnings or an amount of the maximum cashout for the bonus in question being restored?

Why have the winnings been confiscated? Are we talking about only a confirmation deposit that is usually requested in order to withdraw the winnings from a no-deposit bonus? If yes, can you provide the player with clear instructions on how to proceed to withdraw the winnings?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear yanino and CasinoGuru Team,

We have already double-checked this case and would like to shed some light on the situation. 

According to the terms and conditions of this promo:

- the max win after playing free spins is 20 EUR;

- the max win after completing the wager requirement is 10 EUR.

The player received "Special No-Deposit FS [AB]" and played them all, finishing with the winnings in the amount of 33.64 EUR, thereafter 20 EUR were issued to his bonus balance.

While completing the wager requirement, the player postponed 1 EUR bet in the slot "Bonanza", which is not allowed according to the Bonus T&C of our casino.

BONUS TERMS AND CONDITIONS > General terms

https://www.skycrown.com/bonus-terms-and-conditions

"26. Delaying any game round in any game, including free spin features and bonus features, to a later time when you have no more wagering requirement and/or placing a new deposit(s) while having free spin features or bonus features still available in a game is prohibited." 

Completed the wager requirements, 265.78 EUR were automatically subtracted by the system as the max win after completing the wager requirement is 10 EUR. 

After the subtraction of funds, the player's balance was 9 EUR and he continued playing till the balance became 0 EUR.

Then the player returned to the slot "Bonanza", where he delayed the 1 EUR bet. The winnings in the amount of 6.80 EUR were credited to his balance and he continued playing in "Gates of Olympus".

Branislav, we have sent you a letter containing a detailed explanation and accompanying screenshots that will assist in resolving this situation.

Please, be so kind as to check it as well.

Should you need more information on this matter, please do not hesitate to contact us at any time!

Best Regards,

SkyCrown Casino Team

Greetings all,

I am sorry for the delay.

Dear SkyCrown Casino Team,

Thank you for your email and the details provided. Could you please look at my last email regarding the matter and provide me with the additionally requested information?

Dear yanino,

According to the data provided, it does not seem, as you claimed, that the account balance was suddenly €0, and later it was mysteriously increased to €6,80.

The casino was able to support its claims by relevant evidence showing that at some point, your balance of €275.78 was reduced to €10 upon bonus funds conversion since the wagering requirements were met, but you continued playing with the €10 until it was €0. Then, later you returned to the game Bonanza (after approximately 2 days), where you used the mentioned unused spin, accumulated/left in the game while playing with the bonus.

Are you please aware that it means a serious breach of the casino's Terms and Conditions?

Where exactly did you find the bonus code used?

Looking forward to hearing from you.

Dear yanino,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Greetings all,

Although we provided the player with an option to express himself, after gathering the necessary information, we are closing this complaint as unjustified due to losing the disputed funds by playing and breaching the casino's terms and conditions - delayed rounds (bonus abuse) explained above. The casino acted correctly and in accordance with its terms and conditions.

Dear yanino,

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Skycrown Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru