The player from Berlin won 500€ after playing with a bonus However, the casino cancelled the withdrawal and reduced the balance to 50€, justifying it by referring to the maximum win limit from free spins. The player argues this is irrelevant as the winnings were from real money play.
VasyCasino - Player's winnings were reduced.
Black points: 534
Amount: €500
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.
Unresolved
Our verdict
Against fair gambling
UNRESOLVED
Case summary
1 year ago
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1 year ago
Translation
I received 20 free spins in the game Hula Balua (ELK) due to moving up in the VIP LVL System with a value set at 0.2€. These free spins were wager-free and yielded approximately 43€. According to the bonus conditions, the maximum win from wager-free spins is 50€, so my winnings were below this limit. I continued playing the same game with real money and eventually won 500€, which I then attempted to withdraw. A day later, my withdrawal was cancelled and the balance cut from 500€ to 50€. The casino justified this by stating my winnings from free spins were capped at 50€. This has absolute no correlation to what happened and the casino has unjustly cut my balance and refuses to rectify it.
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1 year ago
Dear SelectedNoob,
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. Do I understand correctly that you had less than €50 in your casino account after you finished playing with the free spins? Did you see anywhere in your casino account that your winnings were transferred to a real money balance?
Additionally, if there is any other relevant communication between you and the casino, please forward it 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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1 year ago
Translation
I received new emails.
The casino openly admits that if you win 50ct from free spins and then deposit €200, you could still only withdraw €50 after a big win. So you admit that you are cheating and ripping off your players and customers.
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1 year ago
Thank you very much, SelectedNoob, for your cooperation. I will now transfer your complaint to my colleague Matej (matej@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.
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1 year ago
Hello SelectedNoob,
I am sorry to hear about your troubles.
I would like to invite the casino representative into the case:
Dear casino representative, could you please check the case and explain to us what happened?
I have reviewed the explanation of bonus policy, and I must say that it does not appear to be very user-friendly.
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1 year 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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1 year ago
Translation
Hello Matej,
I have now noticed that my account has been blocked with the remaining €50 and support is no longer answering me. I probably won't see this money again either.
I haven't played since and there can be no reason to be banned. This is just arbitrary.
Edited
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1 year ago
Hello SelectedNoob,
It appears that the casino is unresponsive. However, based on the support's response, it is clear that the casino's bonus policy is designed in a way that many players could end up in a similar situation as you. Additionally, the mechanics of how the bonuses work themselves are unfair. The casino could apply a cap on free spin winnings immediately after they are played, or they could prevent players from making another deposit until the winnings from free spins are capped and transferred to real money. There are many fair solutions to this issue.
Unfortunately, I must close this case as unresolved. Hopefully, the casino representative will reopen the case in the near future and reconsider both the case and the casino's bonus policy.
