Hello,

via your link on the 28.9. 200 euros paid. There was 400 euros as a bonus.

I hit high in real money and didn't need any bonus money during the entire 14,000 euro wager.

Both in the bonus terms and conditions as well as from the live support I was informed that Max Bet is 4 euros / 50 cents per line or 15% of the bonus amount.

On 9/29 I have completed the wager and requested a payout of EUR 3103. Since I wanted to continue playing, I canceled it and asked for a payout of 2500 euros.

With the remaining 616.84 I then played higher stakes while the payout was being checked.

Today I received a rejection because I should have violated the Max Bet rule. According to the game log, that was AFTER the withdrawal request, i.e. after the finished wager, where I then played Legacy of Dead for 6 euros.

I feel cheated out of 2500 euros

Hallo,

ich habe über euren Link am 28.9. 200 Euro eingzahlt. 400 Euro gabs als Bonus.

Noch im Echtgeld habe ich hoch getroffen und w?hrend des gesamten 14.000 Euro Wager kein Bonusgeld gebraucht.

Sowohl in den Bonusbedingungen, als auch vom Live-Support wurde mir mitgeteilt, dass Max Bet 4 Euro/50 Cent je Linie oder 15% des Bonusbetrags sind.

Am 29.9. habe ich ich den Wager abgeschlossen und 3103 Euro Auszahlung beantragt. Da ich noch weiterspielen wollte, habe ich diesen storniert und 2500 Euro zur Auszahlung beantragt.

Mit den restlichen 616,84 habe ich dann h?here Eins?tze gespielt w?hrned die Auszahlung geprüft wurde.

Heute habe ich eine Ablehnung erhalten, da ich gegen die Max Bet Regel versto?en haben soll. Laut spielprotokoll war das aber erst NACH der Auszahlungsanfrage, also nach dem fertigen Wager, wo ich dann Legacy of Dead auf 6 euro gespielt habe.

Ich fühle mich um die 2500 Euro betrogen,

Dear Knubbellttv,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked promotional terms, and this is what I found:

"When a bet abuses the betting system – regardless of which game it was placed on – it will not count towards a player’s wagering requirements. If the player placed single bets equal to or greater than €4 or €0.50 per line or 15 percent of the bonus amount before the wagering requirements for the bonus have been met, we reserve the right to withhold any amount in excess of the player’s original deposit from a player’s withdrawal."

This means, that even bets equal to €4 and 15% of the bonus amount counts as breaching the maximum allowed bet.

Mathias, do I understand correctly that you redeemed the special offer 200% up to €450 + 100 free spins? Please could you forward your whole game history from the bonus play together with any relevant communication between you and the casino?  My email address is [email protected]. Thank you in advance for your reply.

Best regards,

Kristína

Additional information from Knubbellttv:

" Hello,

I played with the 200% bonus in the Play Club and wagered the 14,400 euros. Then I requested a withdrawal of EUR 3103. I canceled this after my work and only had 2500 euros paid out. I left 600.84 to play on the account. Then I redeemed my loyalty points and received 16 euros in bonus money. With this money I violated the bonus conditions (while the other payout was already submitted but not approved). Two days later, the casino canceled the withdrawal and collected all winnings. I was only credited with the EUR 200 deposit. But I would like to have my profit of 2500 euros, which I have demonstrably won with a successful wager and a maximum of 4 euros stakes!

Despite calling support, the finance department did not contact us for clarification. I have now received another email that my complaint has been rejected.

chronology

Deposit € 200 code RLD10 = 200% = € 400 bonus = € 600 starting credit

Bonus closed 09/28/2020 4:51:07 PM

16:53 - 16:58 Fruity Friends = 50 cents stake

16:58 - 17:02 Feline Fury = stake 80 cents

17:07 - 17:13 Roman Legion = stake 75 cents

17:14 - 17:16 The Book Beyond = stake 1 euro

17:17 - 17:25 Book of Queen = stake 50 cents

17:27 - 17:33 Jonny Ventura and The Eye Of Ra = bet 60 cents

17:34 - 17:40 Star Cluster = stake 1 euro

17:40 - 17:47 Star Cluster = stake 2 euros

17:50 - 18:12 Bonanza = stake 4 euros

18:15 - 18:21 Book of Dead = stake 2 euros

18:22 - 18:26 Disco Danny = stake 2 euros

18:36 - 18:40 Books and Temples = stake 2 euros

18:40 - 18:43 Books and Temples = stake 3 euros

18:43 - 18:47 Curse of the Werewolf Megaways = stake 4 euros

18:48 - 18:50 Big Buffalo? Bet 4 euros

18:50 - 18:54 Roman Legion = stake 3.50 euros

18:55 - 19:01 Artemis vs Medusa = stake 4 euros

19:03 - 19:07 Sakura Fortune = stake 3 euros

19:08 - 19:18 Sticky Bandits = stake 3 euros

19:19 - 19:26 Rich Wilde and The Shield of Athena = stake 4 euros

19:26 - 19:33 Fortunium = stake 3 euros

19:34 - 19:37 Book of Madness = stake 3 euros

19:38 - 19:44 Books and Pearls = stake 3 euros

19:45 - 19:50 Ramses Book = stake 3 euros

19:52 - 20:10 Millionaire = stake 4 euros

20:10 - 20:15 Coywolf Cash = stake 3.50 euros

20:15 - 20:30 Divine Showdown = stake 3 euros

20:30 - 20:34 Book of Gold Double Chance = stake 4 euros

20:35 - 20:41 Honey Rush = stake 4 euros

20:42 - 20:51 Wild Frames = stake 3 euros

20:51 - 20:56 Doom of Egypt = stake 2 euros

20:58 - 21:10 Gladiators Go Wild = stake 3 euros

21:12 - 21:17 Book of Immortals = stake 3 euros

21:17 - 21:32 Golden Leprechaun Megaways = stake 4 euros

21:33 - 21:41 The Asp of Cleopatra = stake 3 euros

21:42 - 21:47 Rainbow Wilds = Rainbow Wilds 3 euros

21:47 - 21:49 Boom Bang = stake 2.50 euros

21:50 - 21:57 Rise of Dead = stake 3 euros

End of day 9/28/2020 = credit € 2,911.56

----------

5:07 - 5:08 Trollpot 5000 = stake 4 euros

5:10 - 5:15 Mighty Sphinx = stake 2.50 euros

5:16 - 5:22 Diamond Vortex = stake 4 euros

5:23 - 5:28 explosion = stake 3 euros

5:28 - 5:34 Riddle Reels A Case of Riches = stake 3 euros

5:35 - 5:51 Win a Beest = stake 4 euros

5:52 - 5:55 Nero's Fortune = stake 4 euros

5:55 - 6:04 Rally 4 Riches = stake 4 euros

6:05 - 6:20 Torros Gold = stake 2 euros

6:22 - 6:25 Mustang Gold = stake 4 euros

6:26 - 6:26 Midas GoldenTouch = stake 3 euros

6:28 - 6:34 The Dog House = stake 4 euros

6:34 - 6:36 Buffalo King = stake 4 euros

6:37 - 6:42 Tombstone = stake 4 euros

6:45 - 7:00 Legacy of Dead = stake 4 euros

7:01 - 7:06 Book of Dead = stake 4 euros

7:07 - 7:12 Shoughuns Secret = stake 3 euros

7:13 - 7:16 Book of Madness = stake 3 euros

7:16 - 7:21 Madame Destiny = stake 4 euros

7:21 - 7:29 Extra Juicy = stake 4 euros

7:30 - 7:35 The Dog House = stake 4 euros

7:35 - 7:42 Blinged = stake 4 euros

7:43 - 7:46 Rise of Merlin = stake 4 euros

Interruption on 29.9.2020 with an account balance of € 3,103.84

Payment request 29.09.2020 3103 euros

= 200% bonus completed !!!

As of September 29, 2020 in the evening: No bonus active

Withdrawal request 9/29/2020 3103 euros = canceled

Bonus activated from loyalty points 29.09.2020 = 16 euros

Bonus completed 09/29/2020 9:31:11 PM

Withdrawal request October 29, 2020 2500 euros

Credit before the next spin: € 616.84

(3103.84 - 2500 + 16 euros = 616.84)

21:31 - 21:34 Book of Dead = stake 3 euros

From 21:34 higher stakes played

At the time, the € 16 bonus was still active. The € 400 bonus was already ready and the payment requested BEFORE the higher stakes. The payout was then on October 1st. declined."

Additional information from Knubbellttv:

"Hallo,

Ich habe im Play Club über den 200% Bonus gespielt und die 14.400 Euro gewagert. Dann habe ich eine Auszahlung von 3103 Euro angefordert. Diese habe ich nach meiner Arbeit storniert und nur 2500 Euro auszahlen lassen. 600,84 habe ich zum spielen auf dem Konto gelassen. Dann habe ich meine Treuepunkte eingel?st und 16 Euro Bonusgeld erhalten. Mit diesem Geld habe ich die Bonusbedingungen verletzt (w?hrend die andere Auszahlung schon eingereicht aber nicht genehmigt war). Zwei Tage sp?ter wurde die Auszahlung vom Casino gestrichen und alle Gewinne einkassiert. Mir wurden nur die 200 Euro Einzahlung gutgeschrieben. Ich m?chte aber meine 2500 Euro Gewinn haben, welche ich nachweislich mit geschafftem Wager und maximal 4 Euro Eins?tzen gewonnen habe!

Trotz anrufen beim Support, hat sich die Finanzabteilung nicht gemeldet zur Kl?rung. Ich habe nun wieder eine Mail erhalten, dass meine Beschwerde abgelehnt wurde.

Chronologie

Einzahlung 200 Euro Code RLD10 = 200% = 400 Euro Bonus = 600 euro Startguthaben

Bonus abgeschlossen 28.09.2020 16:51:07

16:53 – 16:58 Fruity Friends = Einsatz 50 Cent

16:58 – 17:02 Feline Fury = Einsatz 80 Cent

17:07 – 17:13 Roman Legion = einsatz 75 Cent

17:14 – 17:16 The Book Beyond = Einsatz 1 Euro

17:17 – 17:25 Book of Queen = Einsatz 50 Cent

17:27 – 17:33 Jonny Ventura and The Eye Of Ra = Einsatz 60 Cent

17:34 – 17:40 Star Cluster = Einsatz 1 Euro

17:40 – 17:47 Star Cluster = einsatz 2 Euro

17:50 – 18:12 Bonanza = einsatz 4 Euro

18:15 – 18:21 Book of Dead = Einsatz 2 Euro

18:22 – 18:26 Disco Danny = einsatz 2 Euro

18:36 – 18:40 Books and Temples = Einsatz 2 Euro

18:40 – 18:43 Books and Temples = einsatz 3 Euro

18:43 – 18:47 Curse of the Werewolf Megaways = Einsatz 4 Euro

18:48 – 18:50 Big Buffalo ? Einsatz 4 Euro

18:50 – 18:54 Roman Legion = einsatz 3,50 Euro

18:55 – 19:01 Artemis vs Medusa = Einsatz 4 Euro

19:03 – 19:07 Sakura Fortune = einsatz 3 Euro

19:08 – 19:18 Sticky Bandits = Einsatz 3 Euro

19:19 – 19:26 Rich Wilde and The Shield of Athena = einsatz 4 Euro

19:26 – 19:33 Fortunium = Einsatz 3 Euro

19:34 – 19:37 Book of Madness = einsatz 3 Euro

19:38 – 19:44 Books and Pearls = einsatz 3 Euro

19:45 – 19:50 Ramses Book = Einsatz 3 Euro

19:52 – 20:10 Millionaire = Einsatz 4 Euro

20:10 – 20:15 Coywolf Cash = einsatz 3,50 Euro

20:15 – 20:30 Divine Showdown = einsatz 3 Euro

20:30 – 20:34 Book of Gold Double Chance = einsatz 4 Euro

20:35 – 20:41 Honey Rush = einsatz 4 Euro

20:42 – 20:51 Wild Frames = Einsatz 3 Euro

20:51 – 20:56 Doom of Egypt = einsatz 2 Euro

20:58 – 21:10 Gladiators Go Wild = Einsatz 3 Euro

21:12 – 21:17 Book of Immortals = Einsatz 3 Euro

21:17 – 21:32 Golden Leprechaun Megaways = einsatz 4 Euro

21:33 – 21:41 The Asp of Cleopatra = einsatz 3 Euro

21:42 – 21:47 Rainbow Wilds = Rainbow Wilds 3 Euro

21:47 – 21:49 Boom Bang = Einsatz 2,50 Euro

21:50 – 21:57 Rise of Dead = Einsatz 3 Euro

Ende Tag 28.9.2020 = Guthaben 2.911,56€

----------

5:07 – 5:08 Trollpot 5000 = einsatz 4 Euro

5:10 – 5:15 Mighty Sphinx = einsatz 2,50 Euro

5:16 – 5:22 Diamond Vortex = einsatz 4 Euro

5:23 – 5:28 Explosion = einsatz 3 Euro

5:28 – 5:34 Riddle Reels A Case of Riches = Einsatz 3 Euro

5:35 – 5:51 Win a Beest = Einsatz 4 Euro

5:52 – 5:55 Neros Fortune = Einsatz 4 Euro

5:55 – 6:04 Rally 4 Riches = Einsatz 4 Euro

6:05 – 6:20 Torros Gold = einsatz 2 Euro

6:22 – 6:25 Mustang Gold = einsatz 4 Euro

6:26 – 6:26 Midas GoldenTouch = Einsatz 3 Euro

6:28 – 6:34 The Dog House = Einsatz 4 Euro

6:34 – 6:36 Buffalo King = Einsatz 4 Euro

6:37 – 6:42 Tombstone = einsatz 4 Euro

6:45 – 7:00 Legacy of Dead = einsatz 4 Euro

7:01 – 7:06 Book of Dead = Einsatz 4 Euro

7:07 – 7:12 Shoughuns Secret = einsatz 3 Euro

7:13 – 7:16 Book of Madness = Einsatz 3 Euro

7:16 – 7:21 Madame Destiny = einsatz 4 Euro

7:21 – 7:29 Extra Juicy = einsatz 4 Euro

7:30 – 7:35 The Dog House = Einsatz 4 Euro

7:35 – 7:42 Blinged = einsatz 4 Euro

7:43 – 7:46 Rise of Merlin = Einsatz 4 Euro

Unterbrechung 29.9.2020 bei Kontostand Guthaben 3.103,84€

Auszahlungsanforderung 29.09.2020 3103 Euro

= 200% Bonus abgeschlossen!!!

Stand am 29.9.2020 Abends: Kein Bonus aktiv

Auszahlungsanforderung 29.9.2020 3103 Euro = Storniert

Bonus aktiviert aus Treuepunkten 29.09.2020 = 16 Euro

Bonus abgeschlossen 29.09.2020 21:31:11

Auszahlungsanforderung 29.10.2020 2500 Euro

Guthaben vor dem n?chsten Spin: 616,84€

(3103,84 – 2500 + 16 Euro = 616,84)

21:31 – 21:34 Book of Dead = einsatz 3 Euro

Ab 21:34 H?here Eins?tze gespielt

Zu dem Zeitpunkt war noch der 16 Euro Bonus aktiv. Der 400 Euro Bonus war ja schon fertig und die Auszahlung VOR den h?heren Eins?tzen beantragt. Die Auszahlung wurde dann am 1.10. abgelehnt."

Knubbellttv, we went through all the game history and your notes and we found a lot of bets in the amount of €4. Unfortunately, the maximum bet must be less then €4, as I mentioned in my previous message. The important words in the rule are here:

"...single bets equal to or greater than €4 or €0.50 per line or 15 percent of the bonus amount..."

(Which basically means, that bets of €4 and higher are not allowed.)

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

Sadly, there is not much I can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. Please do not hesitate to contact me if there is anything else, I could do for you in this matter. Thank you for your understanding.

The live chat has confirmed several times that 4 euros is okay. Even on the phone, and the casino must have a record of this, the support told me that I only violated the bonus when I wagered OVER 4 euros. Claims were made for stakes from 6 euros.

Der Live Chat hat aber mehrfach best?tigt, dass 4 Euro okay sind. Auch am Telefon, und davon muss das Casino ja eine Aufzeichnung haben, hat mir der Support gesagt, dass ich erst bei den Eins?tzen üBER 4 Euro den Bonus verletzt habe. Reklamiert wurden die Eins?tze ab 6 Euro.

Would you be so kind and forward me any relevant communication between you and the casino, please? My email address is [email protected].

I can not do that. The casino's chat does not appear to be recorded. At least I didn't get a log, as is common in other casinos.

Of course, I did not record the phone calls with the support on the number (040 ...). The casino should do that, right? My contact person was MilanP last Friday.

I also think it's unfair that I don't get any details from the casino. The time stamps show exactly when I played with the bonus and which winnings are therefore invalid. And finally, a lack of goodwill.

Das kann ich nicht. Der Chat des Casinos wird anscheinend nicht aufgezeichnet. Ich habe zumindest kein Protokoll bekommen, wie es in anderen Casinos üblich ist.

Die Telefonate mit dem Support unter der Rufnummer (040....) habe ich natürlich nicht aufgezeichnet. Das müsste das Casino aber doch machen, oder? Mein ansprechpartner war am letzten Freitag der Mitarbeiter MilanP.

Ich finde es übrigens auch unfair, dass ich keine Details vom Casino bekomme. An den Zeitstempeln k?nnte man genau sehen, wann ich mit Bonus gespielt habe und welche Gewinne demnach ungültig sind. Und nciht zuletzt eine mangelnde Kulanz.

Please understand, that it is very difficult for us to proceed with this case without supporting evidence. Unfortunately, because you breached the maximum allowed bet mentioned in the Bonus T&Cs, and have no proof that the casino allowed this, we have no other choice than to reject this complaint. We would like to help you, but it’s impossible for us at this time.

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.