The player from North Rhine-Westphalia had concerns about his winnings from free spins. He reported difficulties withdrawing a total of €1,800, citing that the casino incorrectly classified his winnings as bonus credit despite having met the wagering requirements. The Complaints Team gathered evidence from the player but ultimately closed the complaint as "unresolved" due to the casino's lack of response and a history of ignoring complaints. Consequently, the casino's rating was negatively impacted.
Simsinos Casino - Player experiences an issue with winnings from free spins.
Black points: 222
Amount: €2,000
Simsinos Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.5
Simsinos Casino has a Safety Index of 4.5, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy
UNRESOLVED
Case summary
2 months ago
Public
Public
2 months ago
Translation
(published with the player's consent) (translated from German)
Hello, I've already submitted a complaint, as you can see. About 2.5 years ago, the case was closed due to a lack of correspondence from here.
Now I've completed a gaming marathon on April 8, 2025.
I received 20 free spins from the casino Simsinos, so not bonus games, but actual free spins. These are obviously subject to different conditions, which I can't say, as the terms and conditions of this casino don't clearly state the difference or the requirements. Usually, the casinos explain in the small print what needs to be met. Or a counter runs backwards, whatever the case. I'm going to say that it's not understandable or easy to find with them. Only general guidelines, such as a no-deposit bonus. Does a minimum amount have to be deposited beforehand? There are many ways to do this. Regarding my first question: If I haven't overlooked anything, and am therefore being sparing with the list of requirements, is it really possible that in the event of a win, the casino will impose the requirements as they see fit? Then the range of options for not having to pay out the winnings would be quite broad. In my opinion, it's absurd to reveal this afterwards. I know, of course, that a casino reserves the right to set a maximum payout limit, for example, even if the bonus conditions are still met. But they don't mention this; it only applies if the limit isn't met, and the amount is at their discretion. I understand any requirements, but only if I can use sanctions in both directions, especially if they aren't clearly defined. If that's legitimate, I'll stop playing immediately. The probability of fulfilling everything is already very low, and if they can use haphazard conditions on a player who actually makes it, then, on the home stretch, they can resort to haphazard conditions and then, just before the payout, deliver the final blow. As I said, if it was clearly stipulated beforehand in the T&Cs, it's up to me whether I agree to it. But if it can be taken as I need it, that's a bit harsh for me. I can hardly imagine it, but I wouldn't put it past them. The mere thought, based on the motto, "No one leaves the casino with a profit here because there's practically no one who does everything right," there are probably only a handful. If you look long enough, you'll find something to pull yourself up by. Even with these three players who want the money, they just can't get enough.
Back to the incident, I don't remember how many there really were, but I think there were around 20-30 declared FS. The history only goes back to 10,000 games played, and I think I was just getting used to it. To get an overview, I only have the process of elimination. I know when I started, so I just have to look at which email last enticed me with the FS I started with, and therefore the game. There was no mention of conditions, only that the FS terms and conditions are for general reading, below. There's nothing in them, just a hint, if there were any, which varies from game to game.
Edited by a Casino Guru admin
Automatic translation:
Public
Complaint Specialist
Public
2 months ago
Dear Derzahndealer,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Simsinos Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Do I understand correctly that you believe the casino applied its bonus terms and conditions incorrectly?
- Could you please explain in more detail what the disputed amount of €2000 represents in this situation?
- Would you agree I replace your initial post with the contents of the attachment itself?
Thank you very much in advance for your reply.
Best regards,
Tomas
Public
Public
2 months ago
Translation
Yes, I agree. They were free spins, which also included my birthday present, from the casino. The casino is also a no-limit casino, and the requirements, if there were any, had long been met during my gaming marathon. The balance was also visible on the real money page. And if it had actually been bonus funds, I wouldn't have been able to make the withdrawal the way I did. The system would have immediately raised an alarm and refused it.
There were exactly two payouts: the first for €1,000, and the second payout for €800. Both were pending.
In the end, I was told that I wasn't entitled to the money because it was bonus credit. Oh, sorry, I forgot, they awarded me €50 instead. I just received an email from the casino asking me to resend my documents. I've explained to the casino countless times, with a staunch voice, that it's not possible with a virtual card, as they are used to with a physical card, which requires both sides plus my signature. I'm curious. ??
Automatic translation:
Public
Complaint Specialist
Public
2 months ago
Thanks for your reply and permission.
Please note, we believe the bonus terms and conditions should be finalized and apply at the moment after the player completes wagering requirements.
Nevertheless, there might be many situations when this straightforward principle cannot be relied upon, for example, if the bonus money is not yet converted to real money, or excess winnings (above withdrawal/cashout/ max win limit) are not removed.
If your winnings from a bonus were capped, the bonus amount converted to real money, and it's not specified in the bonus terms, the bonus terms and conditions persist until the amount is withdrawn, and you are under the impression you are playing with real money, we would argue your winnings were accrued with real money.
- Could you please share the communication between you and the casino regarding the situation?
- Please forward the justification you received as to why your winnings won't be paid out to my email at [email protected]
Public
Public
2 months ago
Translation
So, hand on heart, I find it all a bit strange. When I look at my game history, I can trace back 10,000 games over the past six weeks. It all starts on April 9th at 6:45 a.m. I started playing on April 8th around 2:45 p.m. As I already mentioned, I can reconstruct it quite well. At midnight on April 9th, I thought, "Wow, you just gave yourself a great birthday present." In any case, it was over €1,000. I'm almost certain it was €1,300. The casino game history only starts on April 9th at 6:45 a.m. with about €250 in credit. Consequently, I'm a little over nine hours behind on how and with what it all began. However, based on my history, I can, to the best of my knowledge, trace what started with this casino promotion:
Hello Oliver,
Nolimit City invites you to
Diamond mining operation with its latest
to monitor the highly volatile game Blood Diamond.
Try the game with free spins today and see
whether you get away with a shiny stone.
Features include Chained Reels
with the same symbols and
xNudge Wilds with win multipliers.
Activate three to five scatters
various free spins rounds —
all offer at least one guaranteed upgrade.
Nolimit Boosters and Nolimit Bonus are
also available for those
who like a little extra spice.
Start filming today
and see if you can get up to 14,780x
can win their bet!
Now playing: As far as I remember, I won €168 in this game... I have no idea how it happened, but at midnight I had a balance of around €1300. It only went up and down in increments of €1, but not small wins, often between €200 and €500, hence this marathon, as I often played down to almost €0 and then suddenly won €300-500. The whole thing went on until April 10th. I can't for the life of me say whether I took a break in between. But it feels like I have won way more than 40 times the amount, if such a rule even existed. It's hard to understand anyway, as I couldn't find a counter or a % calculator anywhere. As far as that goes, there will probably be no complaints, as only 2-3 players manage to make it that far anyway. The rules are so generalized that if the worst comes to the worst I can help myself to whatever I need. These free spins do point to the terms and conditions, but there is no definitive regulation for this free game promotion. Ultimately, I have every opportunity on the casino side to intervene with the five players who actually make it this far, as I need. Unfortunately, I can't remember exactly which free spin story it all started with. I can only assume that it was the aforementioned first promotion of the day (Blood Diamond). I can't say whether there were any restrictions. It just says it's a no-limit casino, whatever that means for me in my case. And why am I misleading the player? The desktop is split in two as far as the credit goes: the real money credit is on the left, the bonus money credit is on the right. Why am I crediting it as real money, i.e., on the designated page, when, according to their information, I'm still in the bonus area? If I'm not able to distinguish, what's the point of the division? It should also be in the casino's interest to lay their cards on the table, showing how things went from the first minute and what conditions were associated with it. You can then compare them very well and see where things go. The casino claims to have done everything correctly, so they can show me the process in good conscience... I can live with that. I can claim a lot, especially when the options I can use are so broad... I could well imagine that the right to transparency is on my side... With that in mind, I hope for sincere cooperation... Best regards, DerZahndealer
Automatic translation:
Public
Complaint Specialist
Public
2 months ago
Dear Derzahndealer,
Thanks for the provided evidence.
Unfortunately, I would like to inform you that since this casino has 10+ cases closed as "No Reaction Policy" we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.
Regrettably, it seems to be a common practice of Simsinos Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.
We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in number. We strictly recommend staying away from Simsinos Casino. I wish I could be of more help.
I would recommend you complete the casino's dispute process first, outlined in https://simsinos.com/en/terms-and-conditions point 10
If you are not successful, I would recommend you contact the casino's regulator: http://www.kpvfaw.com/licensing-authorities/kahnawake-license
Feel free to take advantage of our resource on the topic http://www.kpvfaw.com/submitting-complaints-to-regulators
The casino can reopen this complaint at any time.
