Hello,

I have deposited at the above-mentioned casino. I made use of the First Deposit Bonus and wagered to the end. My balance was about €6.2k. The wager was at 100% and my balance fell to €500.

In the bonus conditions, I didn't read anything about a Max Cashout. I contacted the live chat and the first person said they would forward it and then left the chat. Later in the afternoon, I contacted the support again and they claimed there was a Max Cashout, even sending me a screenshot of it. I believe this 10x Max Cashout does not relate to the Welcome Bonus but applies to Reload or similar bonuses. I have live chat scripts and other screenshots available. I would appreciate if someone could help with this issue

Hallo,

Habe bei dem oben genannten Casino eingezahlt . Den First Deposit Bonus habe ich genutzt und zu ende gewagert. meine Balance war auf ca 6,2k€. Wager war auf 100% und meine Balance ging auf 500€ runter.

in den Bonusbediengungen habe ich vorher nix von einem Max Cashout gelesen. ich habe den Live Chat angeschrieben die erste Person meinte sie leitet es weiter ,und hat den Chat verlassen. Sp?ter am Nachmittag habe ich nochmal den Support angeschrieben und die meinten da w?re ein Max Cashout drauf , wo er mir auch ein Screenshot von geschickt hat. ich bin der Meinung das dieser 10x Maxcashout nicht mit dem Willkommensbonus zu tun hat sondern sich auf Reload oder ?hnliche bonis bezieht. live chat scripte und andere Screenshots sind vorhanden villeicht kann mir ja einer bei diesem problem helfen

Dear Marcodice,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with zumospin.com.

I checked the rules of the bonus and the rules the casino references apply to all deposit bonuses. No exceptions are specified in the rules, not even a welcome bonus.

I understand sometimes welcome bonuses might be excluded from limitations such as maximum cashout. It appears it's not the case in this situation.

Please let me know if there are any other circumstances I overlooked, otherwise we'll reject your complaint.

Best regards,

Tomas

Hello,

The site was advertised without Max Cashout, I'm already in contact with the owner of this affiliate site and he told me that this was only recently changed, which he didn't know about

I understand your frustration.

We understand the difficulties when it comes to informing players accurately about promotions, as mistakes can happen.

Ultimately if there is no proof the bonus was initially supposed to have no cashout we can't argue in your favor with the current information available.

We can't hold the casino accountable if a third-party website displays inaccurate information.

Please let me know if there is any other information available regarding the bonus rules, otherwise, we'll have to reject your complaint.

Hello, I applied for a payout of €500 yesterday, there was a remaining stake of €63, which I didn't understand and was therefore only able to pay out €450 even though the first deposit bonus was completely risked, I don't care about the €60, I've been in the online casino for 7 years and nothing like this has ever happened to me - it's not user-friendly

Could you please show us a screenshot of the missing 63€?

Did the casino subtract this amount even after the bonus wagering was complete?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected] or post screenshots here

hello, I sent you an email with screenshots

Thanks for your email.

I can see the issue:

Have you made any other deposits in the casino later? Did the casino explain why additional wagering of your deposited funds is necessary?

Hello,

No, I only deposited once and I haven't spoken to support

Were you able to contact the casino regarding the issue from the screenshot? Have you received any clarification?

Dear Marcodice,

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.

Thread can be closed I can only advise everyone not to gamble in this casino, read the bonus conditions as it can be very expensive -5.7k

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.