Horus Casino - Ο παίκτης επέκρινε την ψευδή διαφήμιση του μπόνους.

Hello, it came when you made a deposit activate a bonus, now after you have won it says the bonus is only valid if you have deposited €150 without a bonus in the week Wiso the bonus can then be activated if I shouldn’t have been allowed to play with it, clearly a scam wins deleted because i was able to activate a bonus that was not for me how ridiculous such a scam casino unbelievable!!!

Hallo es komnte bei der Einzahlung einen Bonus aktivieren nun nach dem man gewonnen hat heißt es der Bonus ist erst gültig wenn man 150€ ohne Bonus in der Woche eingezahlt hat Wiso lässt sich der Bonus dann aktivieren wenn ich hätte damit nicht spielen dürfen ganz klar Betrug gewinne gelöscht weil ich einen Bonus aktivieren konnte der nicht für mich war wie lächerlich so ein Betrugs Casino unfassbar!!!

Dear Niklasplay24,

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. Have you activated any promotional offers in this casino in the past? Could you please forward the exact link for the bonus that you activated? Was it available inside your player's account or was it advertised on the main page for all the players?

If there's any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

So hey the offer is advertised on the website as per the photos attached apart from that the bonus was shown as available so on the casino deposit page you could just activate the bonus before depositing there was nothing about that €150 rule

So Hey also das Angebot ist auf der Website so beworben wie auf den Fotos im Anhang abgesehen davon war der Bonus also verfügbar angezeigt auf der Einzahlungs Seite des Casinos konnte man einfach den Bonus aktivieren vor der Einzahlung dort stand nichts von dieser 150€ Regel

Here on the main page it only says that you can use the offer every Sunday and Saturday and not in a word that you have to deposit €150 real money a week !! And it's also cheeky that the bonus is displayed on the deposit page and can be activated without any problems and then credited after the deposit?! That's a joke, that's clearly intentional fraud as a player, you would have zero chance of noticing that the bonus may not be used! Something like that didn't have to happen and you just wouldn't have let unavailable bonuses be displayed to players who aren't allowed to use them anyway!! The casino is only concerned with deleting the winnings if someone wins and saying that you should have deposited €150 in real money in the week in which you want to use the bonus, but the bonus was available without activating it and it went without any problems just ridiculous! !

Hier auf der Hauptseite steht auch nur das man jeden Sonntag und Samstag das Angebot nutzen kann und nicht mit einem Wort das man 150€ in der Woche Echtgeld Einzahlung haben muss !! Und außerdem ist es eine Frechheit das der Bonus auf der Einzahlungsseite angezeigt wird und ohne Probleme aktiviert werden kann und dann auch nach der Einzahlung gutgeschrieben?! Das ist doch ein Witz das ist ganz klar gewollter Betrug als Spieler hätte man null Chance zu merken das der Bonus nicht genutzt werden darf !! Sowas hatte nicht passieren müssen und man hätte nicht verfügbare bonusen einfach nicht Anzeigen lassen bei Spielern welche sie eh nicht nutzen dürfen!! Es geht den Casino nur darum wenn jemand dann gewinnt den Gewinn zu löschen und zu sagen das man hätte 150€ in Echtgeld einzahlen müssen in der Woche wo man den Bonus nutzen möchte aber zur Verfügung stand der Bonus ohne aktivieren ging auch ohne Probleme einfach Lachhaft!!

As you can see here in the photo just made, the Sunday bonus is still displayed with today and can also be activated although I already used the Saturday bonus yesterday, which was not actually intended for me and now the Sunday bonus is displayed to me today where I also have to have deposited 150€ real money in the week but is shown as available again?! That's cheating !!! would i use the bonus again and win exactly the same would happen the casino wants the player to use the bonus and then delete winnings!!

Wie hier auf dem Foto ebend Gemacht zusehen wird mit heute sogar noch der Sonntags Bonus angezeigt und geht auch zu aktivieren obwohl ich schon gestern den Samstag Bonus benutzt habe der ja gar nicht eigentlich für mich bestimmt war und jetzt wird mir heute der Sonntags Bonus angezeigt wo ich ja auch 150€ echt Geld in der Woche eingezahlt haben muss aber wird wieder als verfügbar angezeigt?! Das ist BETRUG !!! wurde ich den Bonus wieder nutzen und gewinnen würde genau das gleiche passieren das Casino will das Spieler den Bonus nutzen um dann gewinne zu löschen!!

Thank you very much, Niklasplay24, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) 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  Niklasplay24,

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 Horus Casino to the conversation to participate in the resolution of this complaint.

Hello Niklasplay24,

thank you for your comments.

Kindly know that when creating an account at Horus Casino players have to accept that they have read and understood the casino’s Terms and Conditions. The player is solely responsible for reading and accepting the casino's Terms and Conditions.

In Bonus Terms and Conditions, clause 10.4.6 states that "To ensure proper use of bonuses and fair play, HorusCasino.com considers claiming Weekend Party bonuses without any other clean deposit (i.e. deposit which is not matched with any bonus) during the week as irregular gameplay to take advantage of bonuses. Players must deposit at least 150€ during the week in order to be eligible for winnings generated with Weekend Party Bonuses if they later decide to play slot games with mentioned deposit and 300€ in case of table games play. In case of irregular play mentioned above, winnings generated with Weekend Party Bonuses will be forfeited and deposit returned."

There’s no intentional fraud or anything cheeky going on. Everything is stated in the Terms and Conditions which you read and accepted when you made an account in Horus Casino. All the bonuses shown in Cashier are there for all the players that have an account in Horus Casino.

The finance department based their decision to retract the winnings and return your deposit solely on the casino’s Terms and Conditions.

Best regards,

Anton

Really that's your answer and hardly is the weekend comes this e-mail and clearly nothing is mentioned there like always super casino really now

Echt das ist eure Antwort und kaum ist Wochenende kommt diese E-Mail und ganz klar zu sehen wird dort nix erwähnt so wie immer super Casino echt jetzt

So goodwill zero stars and customer friendliness probably also zero stars The main thing is to cash in and if you win something like that thank you really

Also Kulanz null Sterne und kundenfreundlichkeit wohl auch null Sterne Hauptsache abkassieren und wenn man gewinnt kommt sowas danke wirklich

Hi all,

Thank you for your replies. I made some investigation and I have some notes for both parties.

Dear Horus Casino team,

There was a similar case seven months ago in a partner casino. The player received a weekend bonus that he wasn't eligible for because he didn't make enough "clean deposits" during the week. The complaint was closed as unresolved because the casino granted the bonus to the player even though he wasn't eligible for it and the most important condition wasn't present in the specific bonus terms. This means that the casino knew about the problem but still didn't bother to put the condition to the specific terms or display any sort of warning to the players and happily sends the offer to players by email but the most important condition is missing. The argument that this condition is present in the bonus terms is quite weak. The whole situation looks like a trap for casual players. If you want the players to know about this, why don't you display the condition in the specific bonus terms, especially when you know it caused problems in the past?

Dear Niklasplay24,

It was pointed out that you already submitted practically an identical complaint regarding a different casino in the past. It was the very same problem with a weekend bonus and you not making clean deposits during the week. My question is if you already had a problem with an identical bonus in the past, why weren't you more careful with the bonus conditions and didn't follow them? I can imagine that new players can easily make this mistake but it's hard to believe that it would happen twice without intention.

Based on the arguments above, we will have to discuss the issue internally and I will get back to you with a conclusion.

Hey so in my defense they are different websites and I didn't know until the problem after the win that it was one and the same casino group!!!

I didn't assume that there were more casinos from the group that awarded bonuses like this.... Had I known that beforehand, I would never have registered there after I had the same problem in another casino in the same group they have already mentioned but I was not aware that it is the same group and as I said in the specific bonus conditions there was nothing about the rule and as can be seen in the e-mail they send me this again even after something like this happened Offer on Friday where not clearly informed I think it's really a shame it's also about a bigger win and as I said I didn't realize that I wasn't aware that it's the same group and that the offers at the casino Group apparently gear and give is !! I am really disappointed !

Hey also zu meiner Verteidigung sind es aber unterschiedliche Webseiten und ich wusste bis zu dem Problem nach dem Gewinn NICHT das es ein und die selbe Casino Gruppe ist !!!

Ich bin nicht davon ausgegangen das es noch mehr Casinos von der Gruppe gibt die so welche bonuse vergibt.... Hatte ich das vorher gewusst hätte ich mich ja nie dort angemeldet nachdem ich in einem anderen Casino der gleichen Gruppe das selbe Problem hatte , wie sie schon erwähnt haben aber mir war nicht klar das es die selbe Gruppe ist und wie gesagt in den spezifischen Bonus Bedingungen Stand nichts von der Regel und wie in der E-Mail zu sehen schicken sie mir ja selbst nach dem so etwas passiert ist wieder das Angebot am Freitag wo nicht klar darüber informiert wird ich finde es wirklich schade es geht hier ja auch um einen Größeren Gewinn und wie gesagt ich habe das nicht bewusst gemacht mir war nicht klar das es die selbe Gruppe ist und das so welche Angebote bei der Casino Gruppe scheinbar Gang und gebe ist !! Ich bin wirklich enttäuscht !

And seriously, the incident was also erased from the head after the casino showed zero insight and the complaint brought nothing !! So why should I consciously make the same mistake??? That really doesn't make any sense!! As mentioned, I didn't realize that it was one and the same group!

Und ganz im Ernst den Vorfall hat man auch aus den Kopf gelöscht nachdem das Casino null Einsicht gezeigt hat und die Beschwerde nichts gebracht hat !! Also warum sollte ich den bewusst den gleichen Fehler machen ??? Das macht wirklich kein Sinn !! Wie erwähnt war mir nicht klar das es ein und die selbe Gruppe ist !

Hello everyone. We discussed the issue and here's a conclusion: Since the crucial term isn't displayed in the email offer or in the specific bonus terms (especially if there were similar complaints about the partner casino), the player should get paid in full.

Dear Niklasplay24,

Please keep in mind that if an identical situation appears in the future (for the third time), our decision might be different. It is highly recommended that you read full bonus terms before you activate a bonus. We try to create a fair and safe environment for the players but it doesn't mean that the players can simply ignore the rules.

Hello thank you for the answer. I won't make a mistake like that three times, I'm sure! Since this incident, I now read all the bonus terms and conditions on the site completely before I use any bonus again! (only play with real money since the incident!) I hope that the casino will show insight and pay me the winnings! I also hope that in the future you will include something like this in the e-mail so that something like this doesn't happen to anyone again!

Greetings Nicholas

Hallo vielen Dank für die Antwort. Ich werde so eine Fehler kein 3 Mal machen da bin ich mir sicher ! Seit diesem Vorfall lese ich nun jedesmal komplett alle Bonusbedingungen die auf der Seite sind bevor ich noch einmal irgendein Bonus nutzen!(spiele seit dem Vorfall nur noch mit Echtgeld!) Ich hoffe das das Casino Einsicht zeigt und den Gewinn mir auszahlt! Ich hoffe auch das sie zukünftig sowas in der E-Mail mit angeben damit sowas nicht noch Mal bei jemand passiert !

Liebe Grüße Niklas

Moin Moin so I just think it's sad nothing has changed and the casino isn't even trying I got an email again today!!? Again with the weekend offer and again without mentioning the conditions in one sentence !! So despite the incident, they continue to send ME the offer which I am not allowed to use? Tell me I'm in the wrong movie? The casino won't pay out the winnings anyway, I have the feeling that Casino Guru can please help me to report myself to the supervisory authority ?!!

Kind regards Nicholas

Moin Moin also ich finde es einfach traurig es hat sich nichts geändert und das Casino versucht es ja nicht einmal ich habe heute wieder eine Email bekommen !!? Wieder mit dem Wochenend Angebot und wieder ohne die Bedingungen in eine Satz zu erwähnen !! Also trotz dem Vorfall schickt man MIR weiterhin das Angebot welches ich nicht Nutzen darf ? Sag Mal bin ich im falschen Film ? Das Casino wird den Gewinn sowieso nicht auszahlen hab ich das Gefühl Casino Guru können sie mir bitte helfen mich bei der Aufsichtsbehörde zu melden ?!!

Freundliche Grüße Niklas

Hello Peter and Niklasplay24,

thank you both for your replies. 

We will be abiding by our decision which was solely based on the casinos Terms and Conditions, clause 10.4.6; T&C which the player accepted when he created an account.

thank you for the time and insight during this whole process.

Best regards,

Anton

Dear Horus Casino team,

I'm sorry to hear about your decision. I'm afraid the complaint will become unresolved in favor of the player. Even though the casino is well aware of the fact that this crucial bonus condition for the bonus offer should be present in the promotion email as well as in the specific bonus terms, it is continuously ignored. This makes the impression of a trap for casual players.

Dear Niklasplay24,

I'm afraid I won't be able to help you with this one. Unfortunately, it seems that the casino made its decision. 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. In the meantime, I recommend you contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint there. Even though there's no guarantee it will help you, it is worth a try. Let me know how they responded (peter.m@casino.guru). I wish I could be of more help.

Best regards,

Peter

Okay, thank you very much, I will lodge a complaint with the supervisory authority, I clearly feel cheated and not properly informed, and that apparently on purpose, no insight from the casino, it is a pity, but it shows how dubious the casino is!!! People watch out and don't lose your money prefer to gamble elsewhere than in the Hourscasino

Okay vielen Dank ich werde eine Beschwerde bei der Aufsichtsbehörde stellen ich fühle mich ganz klar betrogen und nicht richtig informiert und das scheinbar absichtlich keine Einsicht des Casinos sehr schade aber zeigt wie unseriös das Casino ist !!! Leute passt auf und Verlierer nicht euer geld zockt lieber wo anderes als im Hourscasino