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.

Dear Allu,

I apologise for a bit delayed response, but the needed information and evidence were available to us only recently to understand the situation.

Upon careful examination of all the information and evidence, it appears that the situation differs somewhat from your earlier description.

You mentioned:

I made a deposit of 25 euros to the casino on 27.12.2024 and selected the bonus 130% deposit bonus + 300 free spins. I played the deposit bonus and lost my own balance and my bonus balance and did not play free spins. After this, I made deposits for a total of 250 euros without a bonus and I had made sure that I did not have an active bonus or bonus money when I made deposits. I managed to win 400 euros and made a withdrawal request. On 28.12 I decided to play the free spins and started to roll over the winnings. after playing for a while I decided that I didn't want to play with the bonus because the highest withdrawal amount was 100 euros with free spins, so I had read the conditions carefully. So I canceled the bonuses and played my balance to 0 euros and my bonus balance to 0 euros and there was no active bonus in my account.

There was still an active bonus in the form of free spins. It is rather unusual that you cancelled and reactivated the free spins on 28.12 through the whole day a total of 20 times. You have either received or claimed some winnings from these free spins, which resulted in your balance containing mixed funds. Additionally, since you cancelled the prior €400 withdrawal the next day (29.12), the withdrawal process was not fully completed, indicating that this €400 was still regarded as stemming from a bonus or maybe more importantly to mention, the bonus rules were still in place. Your balance during the whole day on 28.12. never really was zero. It was almost zero (€0.09 to be precise) when you requested the €400 withdrawal on 28.12., but you had the free spins active, and you played the free spins at this time, where you managed to win from them, so the bonus rules from the Bonus 2nd Deposit Bonus 130%" + 300FS were still in place basically the entire time. Once your balance was about €50 (from the winnings from the FS) you have played in various slot games and later moved to play the live roulette. Once your balance dropped to €0.15 you canceled the €400 withdrawal on 29.12. and continued to play the live roulette game where you later gained the disputed winnings.

So to sum it up, the winnings were not from a real money deposit, instead, they still originated from the funds acquired from the deposit bonus or maybe better to say Free spins, thus the casino team correctly applied the rule:

58.3.11 If a player decides to cancel an active Bonus, he can do so from his account. However, all bonus money, all winnings and any wagered amount resulting from his betting activity with the bonus will be forfeited for once and for all. Bonus bets calculates real money first and then bonus amount.

You never finished the Free spins wagering, instead, as mentioned you activated, played for a while and cancelled the free spins repeatedly 20x times through the day on 28.12.

Once you requested another withdrawal on 29.12. and your entire gameplay was checked by the appropriate casino team all the above-mentioned was discovered and the winnings were cancelled accordingly.

I trust that this explanation has provided clarity regarding the situation. Should I have missed any details or if there remains any aspect that is not entirely clear, please do not hesitate to inform me, and I will make every effort to address it.

Hello,

The free spins were only activated when I started playing them, which I did after my 400 euro withdrawal. If I had 0.09 euro in my account when I cancelled my withdrawal, how could I ever manage to play my balance to exactly 0 euro? You can't place a bet like that.

The thing has been exactly as I have said. I am sure that I had not played any free spins before the 400 euro withdrawal request, but after. I then cancelled the winnings I had won from the free spins (if my account has been 0.09€ after this, I have not been able to get it to 0 euros or why has it not gone to 0 euros because I have cancelled my bonus?) So is the situation that if my account had 0.09 euros in bonus money possibly received from free spins (even though I have cancelled the bonus) then I will therefore be deprived of the 3000 euros that I have won with the amount from which I cancelled my withdrawal, which were won by making real money deposits? It is not possible..

Am I wrong that the free spins are only activated as bonus money when you play the free spins? It also clearly states in the bonus terms and conditions that the winnings from the free spins are added to the bonus balance after playing.

And why I have canceled "20 times" and reactivated is because each win from a free spin has come separately as a bonus to my balance and these have had to be canceled one by one.

So I disagree with everything else except that it could be possible that there was €0.09 in the account after the bonus was canceled and I can't do anything about it because you can't place a bet in any game that would have gotten you €0.

Hei,

ilmaiskierrokset aktivoituivat vasta kun olen niit? alkanut pelaamaan, jonka tein t?m?n 400 euron kotiutukseni j?lkeen. Jos tilill?ni on ollut 0.09 euroa kun tein kotiutukseni peruutuksen, kuinka voisin ikin? onnistua pelaamaan saldooni tasan 0 euroon? Sellaista panosta ei voi asettaa.

Asia on ollut juuri kuten olen kertonut. Olen varma, ett? ilmaiskierroksia en ollut pelannut yht?k??n ennen 400 euron kotiutus pyynt?? vaan sen j?lkeen. Peruutin sitten pelaamallani ilmaiskierroksella saadut voitot (jos tilini on ollut t?m?n j?lkeen 0.09€, en ole sit? 0 euroon voinut saattaa tai miksi se ei ole mennyt 0 euroon koska olen peruuttanut bonukseni?) Eli onko tilanne se ett? jos tilill?ni oli ollut 0.09 euroa mahdollisesti ilmaiskierroksilla saatua bonusrahaa (vaikka olen peruuttanut bonuksen) niin minulta vied??n sen vuoksi 3000 euroa jotka olen voittanut summalla josta tein kotiutukseni peruutuksen, jotka oli voitettu tekem?ll?ni oikean rahan talletuksille?Ei ole mahdollista..

Olenko v??r?ss? ett? ilmaiskierrokset aktivoituvat vasta bonusrahaksi kun ilmaiskierrokset pelaa? N?in lukee selke?sti my?s bonus ehdoissa, ett? ilmaiskierroksella saadut voitot lis?t??n bonus saldoon pelaamisen j?lkeen.

Ja miksi olen peruuttanut "20 kertaa" ja aktivoinut uudelleen kyse on siit? ett? jokainen ilmaiskierroksella saatu voitto on tullut erikseen bonuksena saldooni ja n?m? on pit?nyt yksitellen peruuttaa.

Eli olen erimielt? kaikesta muusta paitsi tuo voi olla mahdollista, ett? tilill? on ollut 0.09€ bonuksen peruutuksen j?lkeen ja min? en itse voi sille mit??n koska sellaista panosta ei voi miss??n peliss? asettaa, ett? olisin sen saanut 0 euroon.

As an addition, if you look at the game history I provided, you can see that after claiming the bonus, I have made 250 euros in real money deposits, after which I have made this 400 euros withdrawal request. At this point, I was not even aware of which game I had the opportunity to play free spins on. If you can interpret my game history correctly as the truth is, you will notice that at this point no free spins had been played and the free spins bonus is not active until the free spins are played.

After my 400 euro withdrawal request, I later discovered that I had free spins to play and started playing them while waiting for the withdrawal request. How can you think that if a player wins 400 euros after a 250 euro real money deposit and makes a withdrawal from it, they should not be allowed to play the free spins available during the pending withdrawal? I didn't want to complete the wagering because the maximum amount to be withdrawn with the free spins would have been 100 euros, which is already ridiculous in itself, so during the wagering I decided that I didn't want to play any more of the bonus money I received with the free spins and cancelled them (each FS win has come as a separate bonus and everything had to be cancelled separately, which is also amazing). I think at this point my balance should have already gone to 0 euros by the casino because I cancelled my bonus?! After canceling the bonus, I played my balance as close to 0 euros as possible for this very reason, so that if I had a balance with bonus money, future winnings could be taken from me if I wanted to play more later.

As I wanted to play more the next day, December 29th, and instead of making a deposit, I cancelled my pending withdrawal, which definitely didn't include bonus money, because I had made an additional deposit of 250 euros after losing the bonus.

I feel like my gaming history has been misinterpreted and I am being robbed. I still understand that I may have had the €0.15 possible bonus mixed in at the time of my withdrawal cancellation (which shouldn't be in my balance because I have cancelled all the bonuses I found in my account the day before my pending withdrawal was cancelled). How can I get my balance to exactly €0 if the wagering doesn't allow it. This is cruel and unfair that that €3000 is being stolen from me because of that.

But when I made my withdrawal of 400 euros, there was no bonus money in that 0.09 euros. How could it be when I deposited 250 euros of real money after losing the bonus?

It's completely crazy if you think the casino has acted correctly in this and you still think so, you can close the case and remove my case from here permanently, as well as the usernames I created, I don't appreciate your actions if you can interpret this as an advantage for the casino, even though you can very clearly check from my game history that the matter is exactly as I described.

Lis?yksen?, jos tarkastelet antamaani pelihistoriaa, voit huomata, ett? olen tehnyt bonuksen lunastamisen j?lkeen 250 euroa oikean rahan talletuksia joiden j?lkeen olen tehnyt t?m?n 400 euron kotiutuspyynn?n. En t?ss? vaiheessa viel? ollut edes tietoinen miss? peliss? minulla on ilmaiskierroksia mahdollisuus pelata. Jos osaatte tulkita pelihistoriaani oikein niin kuin totuus on, huomaatte, ett? viel? t?ss? vaiheessa ilmaiskierroksia ei oltu pelattu ja ilmaiskierroksien bonus ei ole aktiivinen ennen kuin ilmaiskierroksia pelaa..

400 euron kotiutuspyynt?ni j?lkeen my?hemmin havaitsin, ett? minulla on ilmaiskierroksia pelattavan ja aloin odottavan kotiutuspyynn?n aikana niit? pelaamaan. Kuinka voitte olla t?ss? sit? mielt?, ett? jos pelaaja voittaa 250 euron oikean rahan talletuksien j?lkeen 400 euroa ja tekee t?st? noston, ei saisi odottavan noston aikana pelata tarjolla olevia ilmaiskierroksia? En halunnut kierr?tyst? vied? loppuun koska suurin kotiutettava summa ilmaiskierroksilla olisi ollut 100 euroa joka on itsess??n jo naurettavaa, t?m?n vuoksi kesken kierr?tyksen p??tin, ett? en halua pelata ilmaiskierroksilla saatua bonusrahaa enemp?? ja peruutin ne (jokainen FS voitto on tullut erillisen? bonuksena ja kaikki piti erikseen peruuttaa joka on my?s ihmeellist?). Mielest?ni t?ss? kohtaan saldoni olisi pit?nyt menn? jo kasinon toimesta 0 euroon koska peruutin bonukseni?! Bonuksen peruuttamisen j?lkeen pelasin saldoni niin l?helle 0 euroa kuin mahdollista juuri t?m?n syyn takia, ett? jos minulla olisi saldoa bonus rahalla voitaisiin minulta vied? tulevat voitot jos haluan pelata my?hemmin lis??.

Kuten halusinkin pelata seuraavana p?iv?n? 29.12 lis?? ja tein silloin talletuksen sijaan odottavan kotiutukseni peruutuksen jossa ei ollut t?ysin varmasti bonus rahaa sekaisin koska olinhan tehnyt bonuksen h?vitty?ni 250 euroa talletuksia lis??..

Minusta tuntuu ett? pelihistoriaani on tulkittu v??rin ja minut ry?stet??n. Ymm?rr?n edelleenkin tuon, ett? minulla on saattanut olla se 0.15€ mahdollista bonuksen sekaista rahaa, kotiutukseni peruutuksen aikaan (jota ei saldossani pit?isi olla koska olen peruuttanut itse kaikki bonukset jotka l?ysin k?ytt?j?tililt?ni jo p?iv?? ennen odottavan kotiutukseni peruutusta). Miten min? voisin saada saldoni tasan 0 euroon jos panostus ei mahdollista sit?. T?m? on julmaa ja kohtuutonta, ett? sen vuoksi tuo 3000 euroa varastetaan minulta.

Mutta kun olen 400 euron kotiutukseni tehnyt tuossa 0.09 eurossa ei ole ollut yht??n bonusrahaa. Miten voisi olla kun olen bonuksen h?vitty?ni tallettanut 250 euroa oikeaa rahaa?

On t?ysin hullua jos mielest?nne kasino on toiminut t?ss? oikein ja olette edelleen sit? mielt?, voitte sulkea tapauksen ja poistaa tapaukseni t??lt? lopullisesti, sek? tekem?ni k?ytt?j?tunnukset, en arvosta toimintaanne jos voitte t?m?n tulkita kasinon eduksi vaikka pelihistoriastani voitte hyvin selke?sti tarkastaa ett? asia on tismalleen kertomani mukainen.

Dear Allu,

I have sent you an email containing my additional thoughts regarding the situation. Due to its complexity and the inclusion of several screenshots, I was unable to share it here. Nevertheless, I have made an effort to address your inquiries.

Dear Allu,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello,

Thank you for your message. Our conversation clarified the matter a bit, but as we said, the matter is not entirely simple and we will proceed as you suggested and I will also wait for MADRE's decision.

Hei,

kiitos viestist?si. Keskustelumme selvensi hieman asiaa, mutta kuten totesimme asia ei ole t?ysin yksinkertainen ja menn??n esitt?m?ll?si tavalla eteenp?in ja j??n odottamaan my?s MADREn p??t?st?.

Dear Allu,

As I mentioned in our email correspondence, it appears that the casino team has adhered to their established protocols. However, I will certainly await the decision from the ADR regarding this issue. I will be temporarily closing your complaint as unresolved - waiting for the regulator's decision until we receive a decision from the ADR. Please keep me informed of any developments regarding your progress and the feedback you obtain from MADRE at [email protected]

Dear Allu,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Michal
www.kpvfaw.com