Good day.

I requested a payout of € 730 on Monday. In the morning. In the afternoon I wanted to log into the account to see if anything had happened. I had already uploaded all the necessary documents on Sunday. Since I could then no longer log in because I was blocked, I contacted the support. He wanted to make me know that I played with more than € 5 (bonus money) but I had NEVER played over € 5. I only played 5 € once for a couple of rounds, but the bonus was completely canceled. Not to be found under bonus. Bonus money has been converted into real money.

Support would like to send me evidence, but it takes a few days. Maybe they are creating fake evidence in time? Why doesn't a casino want to pay out a relatively 'low' amount?

I hope you can help me.

Guten Tag.

ich habe am Montag eine Auszahlung in H?he von 730€ angefordert. Morgens. Am Nachmittag wollte ich mich in dem Konto einloggen, um zu gucken, ob sich was getan hat. Alle erforderlichen Dokumente hatte ich schon am Sonntag hochgeladen. Da ich mich dann nicht mehr einloggen konnte, weil ich gesperrt wurde, kontaktierte ich den Support. Der wollte mir wei? machen, dass ich mit mehr als 5€ gespielt habe(Bonusgeld) insgesamt hatte ich aber NIE über 5€ gespielt. Ich hatte nur einmal für ein paar Runden 5€ gespielt, da war der Bonus aber schon komplett aufgel?st. Unter Bonus nicht zu finden. Bonusgeld wurde in echtgeld umgewandelt.

Der Support m?chte mir Beweise zukommen lassen, braucht dazu aber paar Tage. Erstellen sie vielleicht in der Zeit Fake Beweise? Wieso will ein Kasino einen relativ ?niedrigen‘ Betrag nicht ausbezahlen?

ich hoffe, sie k?nnen mir weiterhelfen.

Dear Christopher,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the casinos General T&Cs and this is what I found:

"The maximum bet allowed when playing with bonus money is of 5 EUR / 5 USD / 500 RUB / 5 CAD / 20 PLN / 2000 KZT per spin (incl. doubling (risk-game)) until your wagering requirements have been completed."

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. However, if you are sure you didn’t bet more than maximum allowed amount of €5, we will try our best to help you.

Christopher, could you please forward your game history from the bonus play together with a link of the specific bonus that you have redeemed and played? My email address is [email protected].

Best regards,

Kristina

Thanks for the answer. So far, the casino has not reported. So no evidence yet ..

I cannot send you pictures because I cannot see my account because it has been blocked. All of this is very suspect to me. Block my account due to a rule violation, but it takes days to send evidence.

Danke für die Antwort. Bisher hat sich das Casino nicht gemeldet. Also noch keine Beweise..

Ich kann dir keine Bilder schicken, da ich meinen Account nicht einsehen kann, da er gesperrt wurde. Das alles is mir sehr suspekt. Sperren meinen Account aufgrund eines Regelversto?es, brauchen aber Tage um Beweise zu versenden.

Christopher, thank you for a quick reply. I am sorry! I must have missed your point about blocked account. I will now transfer your complaint to my colleague Juli 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.

Dear Christopher,

I’m sorry to hear about your problem. Please could you forward me any supporting evidence? We really want to help you to resolve this unpleasant situation, but we will need either your game history or screenshots showing your win. My email address is [email protected] Additionally, please could you specify which game you have been playing? Thank you very much in advance for your reply.

You can close the case. Thanks for your help.

Ihr k?nnt den Fall schlie?en. Danke für die Hilfe.

That's great news, congratulations! You are very welcome. Thank you for using the Casino Guru complaint resolution center. We will now close the complaint as 'resolved' in our system. Should you need any further help, feel free to contact us.