Ladies and Gentlemen

I made a deposit of €20 on Grand Theft Casino site 2 days ago and received the welcome bonus of 100% (first deposit bonus). After I reached a credit balance of around €500 with my €40 from the day before yesterday to yesterday, the bonus was already implemented. I then tried to pay out €400, but half a day later I was told that I had to verify myself and the payout was therefore rejected (documents then uploaded immediately). I continued to play with the €400 and after a few rounds I won around €2000 (midday yesterday). In the evening I then requested a payment of €1900.00. This morning during the day the money was booked back to my account wallet but 900€ less, only 1000€. I also received an email that says;

Your withdrawal of 1900.0 EUR has been cancelled. The reason is;

We have to inform you that the bonus you've been playing with has the maximum win amount. According to our bonus terms, your balance has been corrected due to the maximum win amount. Please, order an entire sum for withdrawal as any further winnings gained from this sum will be counted as gained from the bonus and be subject to void.

How can this be if I have wagered the bonus?

I mean, the €400 that I wanted to pay out first was only rejected because of the missing verification and the bonus was already implemented. I contacted live chat and it said "Maximum Win Amount" as it says in the email.

I was supposed to send an email and I did. So far I have not received any reply. I would be very grateful for support. Thanks very much!

Sehr geehrte Damen und Herren,

Ich habe vor 2 Tagen eine Einzahlung von 20€ auf der Seite "Grand Theft Casino" get?tigt, und den Willkommensbonus von 100% erhalten(Ersteinzahlungsbonus). Nach dem ich mit meinen 40€ von vorgestern auf gestern ein Guthaben von ca. 500€ erreicht habe, war der Bonus schon umgesetzt. Ich habe anschlie?en versucht 400€ auszubezahlen, jedoch wurde mir nach einem halben Tag mitgeteilt das ich mich verifizieren muss und somit wurde die Auszahlung abgelehnt(Dokumente anschlie?end sofort hochgeladen). Ich habe mit den 400€ weiter gespielt, und nach ein paar Runden ca. 2000€ gewonnen(Gestern mittag). Am Abend habe ich dann eine Anfrage auf Auszahlung in H?he von 1900,00€ beantragt. Heute morgen im laufe des Tages wurde das Geld wieder auf mein Account wallet zurück gebucht jedoch 900€ weniger, nur noch 1000€. Ich habe auch eine Email erhalten in der steht;

Ihre Auszahlung von 1900.0 EUR wurde storniert. Der Grund ist;

We have to inform you that the bonus you've been playing with has the maximum win amount. According to our bonus terms, your balance has been corrected due to the maximum win amount. Please, order an entire sum for withdrawal as any further winnings gained from this sum will be counted as gained from the bonus and be subject to void.

Wie kann das sein, wenn ich den bonus umgesetzt habe? 

 Ich meine die 400€ die ich als erstes auszahlen wollte, wurden ja nur abgelehnt wegen der fehlenden Verifikation und da war der Bonus auch schon umgesetzt. Ich habe den Livechat kontaktiert, und es hie? wie auch in der Email benannt, "Maximum Win Amount"..

Ich solle eine Email senden und das habe ich getan. Bis jetzt habe ich noch keine Antwort erhalten. Ich w?hre sehr dankbar für Unterstützung. Vielen Dank!

Dear Paralel,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I have checked the bonus policy, and this is what I found: (https://www.grandtheftcasino.com/de/promotions?bonus-terms-and-conditions=modal)

Der maximale Gewinnbetrag aus Willkommenspaket-Boni betr?gt 1000 EUR/USD

I would like to emphasize, that according to our Fair Gambling Codex http://www.kpvfaw.com/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

If there is any additional information that would support your case, please do not hesitate to contact us, otherwise, I will be forced to reject your complaint. Thank you for your understanding.

Best regards,

Tomas

Hello Thomas, thanks for the reply.

I don't understand how, after the bonus has been implemented, my balance is still regulated according to the bonus rules. That's not bonus money after the wagering, is it? Then it doesn't matter whether I win 2,000 or 20,000 after using the bonus, it's no longer a bonus, so it doesn't fall under the bonus rule? Am I misunderstanding something?

Thanks very much!

Best regards

Hallo Thomas, danke für die Antwort.

Ich verstehe nicht wie nach Umsetzung des bonus, mein Guthaben trotzdem nach bonus regeln reguliert wird. Das ist doch nach dem umsetzen kein bonus Geld mehr oder? Dann ist es ja auch egal ob ich nach Umsetzung des bonus 2 000 oder 20 000 gewinne es ist kein bonus mehr somit f?llt das nicht unter die bonus Regelung? Verstehe ich irgendwas falsch?

Vielen Dank!

Mit freundlichen Grü?en

Hello Tomas,

I also wanted to mention that I've been playing online games for about 10 years, and I've never had a situation like this before. I've always accepted the welcome bonus, I've roughly paid out 30% of 100% of the accepted bonuses. And some of the amounts were well above the "bonus profit limit" of the respective casino.

Therefore, I cannot understand how my money that was not obtained through bonus money falls under a bonus regulation. That's the same as if I had paid out the 400, deposited €400 again and then won €10,000. It's my money, the bonus has been wagered and therefore the money can no longer fall under any regulation. That sounds more like cheating to me ??

Please correct me if I'm wrong about anything.

I would be very grateful for a helpful answer.

Best regards

Hallo Tomas,

Ich wollte noch erw?hnen das ich seid ca. 10 Jahren schon Online Spiele, und solch eine Situation hatte ich noch nie. Ich habe immer den Willkommensbonus angenommen, ich habe grob gesch?tzt von 100% der angenommenen Bonusse 30% schon ausbezahlt. Und die Betr?ge waren zum Teil weit über der "Bonus-Gewinngrenze" des jeweiligen casinos.

Deshalb kann ich es nicht nachvollziehen wie mein geld was nicht durch bonus Geld erlangt wurde unter eine Bonus Regulierung f?llt. Das ist ja dass selbe wie wenn ich die 400 ausgezahlt h?tte, nocheinmal 400€ einzahle und damit dann 10 000€ Gewinne. Es ist mein geld, der Bonus wurde umgesetzt und somit kann das geld auch nicht mehr unter irgendeine Regelung fallen. Für mich klingt das eher wie betrug ??

Bitte korrigieren Sie mich falls ich mit irgendetwas falsch liege.

Ich w?hre über eine Hilfreiche Antwort sehr dankbar.

Mit Freundlichen Grü?en

?

?

Useless association.

Not recommended

Nutzloser Verein.

Nicht weiter zu empfehlen

Thank you very much, Paralel, for providing the necessary information. I apologize for not being able to reply sooner. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Paralel,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Antillephone Gaming Authority ([email protected]) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Dear Paralel,

We are extending the timer by 7 days.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate this case further; however, from how the player described the situation, we believe that he should be paid the full amount, and because of that, we are closing this complaint as unresolved.

Both sides can reopen this case anytime.