Ladies and Gentlemen ,

I have a bonus due to vip level increase worth 50 euros.

I thought thank you I deserved that.

Then I had to implement it 40 times, which I did.

During the conversion, my balance shrank from 400 to 150, apparently that was the maximum possible win

annoying but ok

Now the 150 euros were real field, for my understanding I can continue to play or pay out.

I kept playing and got about 1300 euros, of which I paid out 500 and wanted to play with the rest.

After some time my payment was canceled and my amount was gone.

L?deglich 250 euros were transferred to me, on the grounds of bonus, the highest payout is what you have transferred to me.

But the 150 was no longer bonus money, it was real money.

I am fed up with how these casinos treat people just because they are legally difficult to prosecute.

I ask you as a casino guru, as the info platform for players, to rate something like this, thank you

Sehr geehrte Damen und Herren ,

Ich habe einen Bonus aufgrund vip Level Erh?hung in Wert von 50 Euro.

Ich dachte danke den habe ich mir verdient .

Dan habe ich 40 mal umsetzen müssen, was ich auch getan habe .

Bei der Umsetzun schrumpfte mein Guthaben von 400 auf 150 , anscheinend war das die maximale Gewinn M?glichkeit

?rgerlich aber ok ,

Jetzt waren die 150 Euro Echtfeld , für mein Verst?ndnis kann ich weiter spielen oder auszahlen .

Ich spielte weiter und kamm auf zirka 1300 Euro, davon lie? ich 500 auszahlen und mit dem Rest wollte ich spielen .

Nach gewisse Zeit wurde meine auszahlung storniert und mein Betrag war weg .

L?deglich 250 Euro wurden mir überwiesen , mit der Begründung aus bonus ist die h?chste Auszahlung das was sie mir überwiesen haben .

Die 150 waren aber kein bonus Geld mehr , das war echtgeld .

Ich habe es satt wie diese casinos mit Menschen umgehen nur weil sie rechtlich schwer zu belangen sind .

Ich bitte Sie als casino guru , als das Info Plattform für Spieler sowas auch zu bewerten , Danke

Dear Blerko,

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. Is it correct that your winnings were capped right after completing the bonus wagering? Are there two balances visible inside your casino account (one for real money and one for bonus funds)? Could you please forward your game history along with the specific promotional offer that you received from the casino? My email address is [email protected].

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Thank you, Blerko, for all the forwarded emails. However, you still didn't answer any of my questions. Could you please elaborate?

Hello dear Petronela,

Unfortunately, you cannot access your own game history.

But definitely after wagering 40 times, the bonus money has been converted from around 400 to 150 in real money.

that is not disputed by the casino

In addition, you can only play in this casino with one game provider with bonus money, but after I was downgraded to 150 euros real money, I was allowed to play with all game providers.

Exactly you can't look afterwards what bonus you got.

I am forwarding you proof of gameplay and photo of bonus money I got.

LG

Blerim

Hallo Liebe Petronela,

Leider kann man auf den eigenen spielverlauf nicht zugreifen .

Aber der definitiv nach der Umsetzung von 40 mal , ist der Bonus Geld von ca 400 auf 150 in Echtgeld umgewandelt worden .

das wird ja auch nicht bestritten von dem Casino

Ausserdem man kann in dieses Casino nur bei einem Spielanbieter mit Bonusgeld Spielen, aber nach dem ich auf die 150 Euro Echtgeld runtergestufft bin , dürfte ich bei allen Spielanbieter Spielen.

Genau man kan nicht innachinein schauen Welchen Bonus man bekommen hat .

Ich leite Ihnen einen Beweis wegen Spielverlauf und Foto von Bonusgeld was ich bekommen habe .

LG

Blerim

Thank you, Blerko, for your reply and forwarded emails. Could you please advise if there are two balances visible inside your casino account (one for real money and one for bonus funds)?

Hello,

yes, two credits are visible.

real money

bonus money

and even balance locked by bonus

VG

Hallo,

ja es sind zwei Guthaben sichtbar .

Echtgeld

Bonusgeld

und sogar durch Bonus gesperrt guthaben

VG

Thank you very much, Blerko, for providing all the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi Blerko,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite AMPM Casino to the conversation to participate in the resolution of this complaint.

Hi Blerko,

I chatted with a casino representative on Skype and I should receive the information about your issue soon.

Hello Perer,

Thanks so much .

Best regards

Blerim

Hallo Perer,

vielen lieben Dank .

Viele Grü?e

Blerim

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.

Hi Peter ,

it's a little sad that they don't get in touch.

I imagine if it were about a larger amount then they wouldn't even report it.

Too bad I'm still depositing good money into the casino but I'll reduce that a bit until this is resolved.

Greetings

Hallo Peter ,

ist schon ein wenig traurig das sie sich nicht melden .

Ich stelle es mir vor wenn’s um gr??eren Betrag gehen würde dann würden sie sich ja garnicht melden .

Schade , ich zahle in das Casino immer noch ein gutes Geld ein aber das werde ich bis das gel?st wird etwas reduzieren .

Liebe Grüse

Hi Blerko,

I have a response from the casino and we are currently discussing the situation on Skype. I will keep you updated.

thanks peter,

Best regards

Blerim

Danke Peter ,

Viele Grü?e

Blerim

Hi Peter,

how is the situation?

I was happy that something was happening

but they don't seem to be moving?

Best regards

Blerim

Hallo Peter,

wie ist den die Lage ?

ich habe mich gefreut das sich was tut ,

aber anscheinend bewegen die sich doch nicht ?

Viele Grü?e

Blerim

Hi Blerko, I gave the casino representative all arguments, explained our position on the situation, and why we are convinced that you should get paid in full if the available evidence is correct and if the rules were applied as presented. As soon as the wagering is finished, the max win cap was applied, and the bonus money turns into real money, the bonus conditions shouldn't be applied anymore. Otherwise, it's just a trap for casual players because bonus hunters mostly read the T&Cs and act accordingly. I'm waiting for the final decision of the casino.

Hi Peter ,

that's how I see it too.

on top of that they let you play with the money with no prospect of further winnings .

I can't keep up with these casinos

I must have deposited 2500 and lost , now I'm at 1red Casino ,

also paid a lot there,

for such a small amount they lose their customers instead of just being fair and doing customer care.

I'm not a bonus hunter because after the incident I stayed in the casino until I realized they didn't care about my business.

I thank you for your effort

Best regards

Blerim

Hallo Peter ,

so sehe ich das auch .

noch dazu die lassen einen spielen mit dem Geld , ohne Aussicht auf einen weiteren Gewinn .

Ich komme mit diese Casinos nicht mit ,

ich habe bestimmt 2500 eingezahlt und verloren , jetzt bin ich bei 1red Casino ,

dort auch noch viel eingezahlt ,

wegen so ein kleinen Betrag verlieren sie ihre Kunden, anstatt einfach fair zu sein und Kundenpflege zu betreiben .

ich bin kein Bonusj?ger , weil ich nach dem Vorfall weiter in dem Casino geblieben bis , bis ich gemerkt habe das sie sich um meine Angelegenheit nicht kümmern .

ich Danke dir für deine Mühe

Viele Grü?e

Blerim

Sorry I have to bother you again

the casino has no idea what an unsolved case means,

Many of the players have great confidence in Casino Guru and they read what is there before they deposit.

Best regards

Sorry muss nochmal st?ren ,

das Casino kann das garnicht einsch?tzen was ein ungel?ster Fall hei?t,

Viele der Spieler haben gro?en Vertrauen im Casino Guru und die lesen was da steht bevor sie einzahlen .

Viele Grü?e

Hi Blerko,

I'm afraid we are running around in circles here. The casino's position hasn't changed. We don't find it fair to apply bonus rules to the funds displayed as real money. Once the wagering requirement is finished, the max win cap is applied and the funds are transferred to the real money balance, applying bonus rules is unacceptable and it serves as a trap for casual players. This way, if players lose their funds, it's OK but if they win big, the max win is applied repeatedly. If casinos insist on using such a rule, it should be enforced on the software level. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to reconsider, we will reopen the complaint and you will be notified by email. As a last resort, I suggest you turn to the Curacao Gaming Authority (http://www.gaming-curacao.com/) and submit a complaint to them. I'm not convinced that the game authority will help you with this one, but we can always try. Let me know how they replied ([email protected]). I wish I could be of more help.

Best regards,

Peter