The player from Germany was excluded from bonuses.
Turbonino Casino - Player is dissatisfied with the casino.
Amount: ??
Turbonino Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Other
REJECTED
Case summary
2 years ago
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2 years ago
Translation
I was excluded from any bonuses by this casino from the start without giving any reason by email!
Where do you get that? Didn't let me get into debt!
Automatic translation:
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2 years ago
Dear DrSimonCem,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Even though I understand your point of view, please understand, that each casino has a different bonus policy and rewarding system. A bonus is something like a gift from the casino that the casino can decide whether you are eligible for receiving them or not.
Additionally, we cannot punish the casino for excluding you from bonuses as long as there are no confiscated winnings involved.
If there is anything else, I could help you with, or if I misunderstood the issue, please do not hesitate to let me know.
Best regards,
Kristina
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2 years ago
Translation
I just wonder how the casino came to this decision?
I was only registered there for 5 minutes and hadn't even started playing.
So the casino must have put me on some internal blacklist that you must have from another casino.
In general, I have always tried to adhere to the applicable bonus regulations!
I am not locked anywhere!
I was the only one who was excluded from all bonus offers by Cadolaa after successfully fulfilling the wagering requirements and paying out almost 3,000.
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2 years ago
Translation
Isn't that more of a disadvantage for me on the part of the casino?
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2 years ago
Thank you for your reply, DrSimonCem. I understand your frustration, but please note that casinos do not have to provide any explanation in a situation like this. We agree with such a practice as long as the casino doesn't confiscate players' winnings in the process. Here is an example of an incorrect approach:
- The casino grants a bonus but then decides the player is no longer eligible for bonuses. So the casino cancels it and confiscates all winnings without any explanation (we always investigate complaints like this).
Unfortunately, we do not investigate cases like yours further, but if there is anything else I can do for you, please let me know.
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2 years ago
Translation
No thanks, I did not expect an investigation from them, insofar as the facts are undisputed. I just wanted to pass on the questionable practice of keeping lists to the other casinos that I am not even signed up to.
These, in turn, are used to specifically categorize new customers from the outset based on information from other casinos. Apart from the data protection breach, I consider this practice to be extremely questionable and opaque.
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2 years ago
Thank you for sharing your experience with us. Unfortunately, after gathering all the necessary information we are forced to reject this complaint. 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 and we will try our best to help.
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