The player from Germany had cancelled a turnover-free bonus and won a total of €1500. The casino cancelled his payout of €1000 on the grounds that the bonus terms and conditions had been violated, even though the bonus had been cancelled. We requested additional information from the player but did not receive a response. As a result, the complaint was rejected due to lack of cooperation from the player.
VasyCasino - Player’s winnings have been confiscated due to supposed bonus violation.
Amount: €1,000
VasyCasino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 months ago
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3 months ago
Translation
I requested a turnover-free bonus and won a total of €1500.
I cancelled the bonus (the €200 were deducted from the bonus), withdrew €1000, and continued playing with the remaining money.
Now, the payout of the €1000 legitimate winnings has been cancelled. The reason given is that the remaining "real money" violated the bonus terms and conditions, even though the bonus had been cancelled. (There was no second payout)
If there had been a second withdrawal, I can perhaps understand to some extent. However, since the only withdrawal was completely legitimate, this rejection of payout is a joke to me.
The live chat did not help me much. Instead, the young "lady" tried throwing around some rules that are not listed anywhere in the bonus terms and conditions.
Automatic translation:
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3 months ago
Dear dnL1337,
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 played with?
- Did the casino specify which rule was breached? 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
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3 months ago
Translation
The game was played with a 100% bonus without wagering requirements.
The specified game San Quentin was only played after the bonus was cancelled and a withdrawal was made.
For any inquiries, I'm willing to help.
Automatic translation:
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3 months ago
Thank you for your reply, dnL1337. It seems that the casino accused you of breaching the maximum allowed bet of €4 and playing restricted games.
Our position regarding maximum allowed bets is closely explained in Fair Gambling Codex:
The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.
However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is kristina.s@casino.guru.
If there is any other relevant communication between you and the casino, please send it as well.
Thank you in advance for your reply.
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3 months ago
Translation
I activated a bonus, won and then canceled the bonus.
then I paid out part of the winnings and continued playing with the remaining winnings (bonus buys etc.) After that, no further payouts were made.
The casino is now accusing me of having exceeded the maximum bet because I continued playing with higher stakes after cancelling the bonus.
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