The player from Germany, a Gold Level member, claims her €180 bonus was reduced to €50 after meeting the wagering requirements, despite having a balance of over €1,000. She contacted support, who acknowledged a system error but maintains a maximum winnings conversion limit of €50, leaving her feeling unfairly treated.
NineCasino - Player's bonus winnings have been reduced unfairly.
NineCasino
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Opened
Current status
Waiting for Casino Guru to reply
6d 19h 39m 19s
Case summary
4 hours ago
Public
Advanced Novice
Public
7 hours ago
Translation
Hello dear Casino Guru Team
I'd like to describe my problem. As a Gold Level player, I received a €180 bonus on July 4th. After meeting the wagering requirements and having a balance of more than €1,000, this bonus was not converted into real money but reduced to €50! I contacted support, and Luke told me it was a system error. He told me that bonuses have a maximum winnings wagering limit of 10x! But €180 is €1,800, not €50! I'm attaching the chat transcript! Yesterday, support informed me via email that there's a maximum winnings limit of €50. That can't be right, can it? It's also unacceptable that live support promises me something and then suddenly doesn't...
Chat history with Luke from support:
"I'm Luke from the loyalty department. I'm happy to answer any questions you may have. ??
Since I don't speak the language, I use a translation tool to communicate.
Andrea, please allow me to check the chat. I'll be right back.
I
OK
Agent's avatar
Thank you. One more minute, please.
I
Only after the wagering requirements have been fully met will the remaining bonus winnings be converted into real money and withdrawable." This is the email from the system.... The remaining bonus winnings will be fully converted into real money after the 35% wagering requirements have been met....
Agent's avatar
I'm assuming you've won more than you could convert into real money with your bonus. Most of our bonuses have a maximum winnings conversion limit of 10x.
I
The bonus was €180. After meeting the wagering requirements, my account balance was over €1,000...
Then suddenly to 50
I find this extremely unfair, and it's different at other casino sites. There, the entire bonus money is converted... If this isn't the case here, there's nothing you can do, but then I won't play here anymore.
Agent's avatar
Andrea, okay, I understand, what's the problem? I'll forward it to the relevant department immediately. The maximum profit setting was incorrect.
I
That means?
Agent's avatar
I mean, I understand the problem. I don't know why the translation tool put a question mark.
The maximum win should have been 1800 EUR, not 50."
So far, the bonus money has not been converted into cash...
Automatic translation:
Public
Complaint Specialist
Public
5 hours ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
Could you please send me a link, an email, or a screenshot of the 180€ bonus you activated and played with? Did you receive this bonus via email, or did you find it in your casino profile? If you received it via email, please forward me the bonus offer at [email protected].
Was it a deposit bonus, or a free, no-deposit bonus?
What specific terms were stated regarding the bonus and its conversion limits when you received it?
Have you used any similar bonuses from this casino before? If so, were they capped similarly?
I hope we will be able to help you resolve this situation as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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