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Hello...

I claimed a bonus of 50%, deposited € 50 and had € 75 with it, I played with it and it went well for me, I implemented the bonus 45 times, then I was able to make a payment, then I went for the payment, I paid € 600 cash out, thought everything would be fine because with the last payout of € 700 there was no problem, I then had credit on top of that, I continued to play and a buzzer of around € 3400, I was really happy about it, I continued to play at once my complete credit gone, 1 min later I thought it was 50 € again or something, then I wrote to the support and described it as such, who then said that I had violated the terms and conditions 7.14 then I read through it have also made deposits without bonus so that would not apply to me, do not know further hope you could help me there !! I copied all histories and emails and the history with the supporters ...

Hallo...

Ich habe ein Bonus beansprucht von 50% habe 50€ eingezahlt und habe 75€ gehabt damit habe ich gespielt und es lief gut für mich habe den Bonus 45 mal umgesetzt daraufhin konnte ich eine Auszahlung tätigen , dann bin ich zur Auszahlung gegangen habe 600€ zum auszahlen betätigt , dachte wäre alles gut weil bei der letzten Auszahlung von 700€ gab es keine Problem ich hatte dann noch Guthaben draufhin habe ich weiter gespielt Und eine Summer von ungefähr 3400 Euro , habe mich richtig darüber gefreut , ich habe weiter gespielt auf einmal war mein komplettes Guthaben weg , 1 min später hatte ich wieder 50€ drauf dachte ist Fehler oder so, dann habe ich den Support angeschrieben und den das so geschildert , der meinte dann das ich gegen die AGBs verstoßen habe 7.14 dann habe ich mir das durchgelesen ich habe auch Einzahlungen ohne Bonus getätigt also würde das nicht auf mich zutreffen , weiß nicht weiter hoffe ihr könnte mir da helfen !! Habe alle verlaufe und e-Mails kopiert und den Verlauf mit den Supporter...

Dear Bedri,

Thank you very much for submitting your complaint and for forwarding all the relevant communication. 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. Could you please advise if the withdrawal of €600 was the entire amount of your bonus winnings or a partial one? Have you placed another deposit prior to accumulating €3400 or this win was originated from the previous deposit? Have you received your €600 cash out? How much is your actual balance please?

I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

The € 600 was part of the winning, I didn't want to pay everything out because I wanted to continue playing. I didn't make any other deposits or anything else, the total amount was 3383.40, they deleted the payment and then kept all the money gave me exactly € 50 again what I deposited ...

Die 600 € waren ein Teil vom Gewinnen , ich wollte nicht alles auszahlen weil ich weiter spielen wollte.ich habe keine anderen Einzahlung oder sonstiges gemacht die gesamt Summe war 3383,40 , die haben die Auszahlung gelöscht und dann das ganz Geld ein behalten, die haben mir genau 50€ wieder gegeben was ich eingezahlt habe ...

Do I understand it correctly that your withdrawal of €600 has been voided entirely? Afterwards, you’ve deposited again, and another bonus has been activated automatically, is that correct?

Hello...

No I haven't made any further deposits !! They just canceled 600 € and then my total sum of 3380.40. withheld in my history I also sent you there you can see that I made no further deposit, they say man must have made a deposit without a bonus and I did that too !!!

Hallo...

Nein ich habe keine weiter Einzahlung getätigt!! 600€ haben die einfach storniert und dann mein ganz Summe von 3380,40. einbehalten in mein Historie habe ich in auch zugeschickt da können sie sehen das ich keine weiter Einzahlung gemacht habe , die sagen Mann muss ein Einzahlung ohne Bonus gemacht haben und das habe ich auch gemacht !!!

The right one

Das der richtige

Thank you very much Bedri for providing all the necessary information. I will now transfer your complaint to my colleague Matej 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.

Thanks 🙏🏿

Danke 🙏🏿

Hello Bedri.

Rule 7.14 is the definition of all frauds what you can't do in the casino. Did the casino representative explicitly mention which of these terms do you breached?

As mentioned, I had written to the support at the beginning of the week, have been under pressure for as long as they have said that they want to check my case again, if you want to see the progress I can send it to you by email

Wie erwähnt hatte ich Anfang der Woche mit dem Support geschrieben , habe so lange Druck gemacht bist die gesagt gehaben das die meinen Fall noch mal kontrollieren wollen , wenn sie den Verlauf sehen möchten kann ich den gerne zuschicken per e-Mail

Sure, please send all that they wrote you to matej@casino.guru

Thanks.

Hello...

I sent him the story .. I hope you can achieve something

Hallo...

ich habe ihn den Verlauf zu geschickt ..🙏🏿🙏🏿🙏🏿 Ich hoffe du kannst was erreichen 🙏🏿🙏🏿

Hello Bedri. 

From the chat with the support, it is clear that they refused to pay you the winnings based on the rule: 3 deposits with a bonus in a row. Could you please send us your full bonus and deposits history? (not only the part as it is on the picture above) We can recheck it, just to be sure.

Hello.

I emailed you the whole process of making the deposit. Thank you

Hallo.

habe ihnen den ganz Verlauf von der Einzahlung per e-Mail zugeschickt .. Danke

From all your data it is clear that you truly breached the casino rule about a bonus use. Therefore the casino marked you as a bonus abuser and voided the winnings which were from a bonus play. However, it is relatively easy to enforce this rule by a software method which prevents players from activating 3 bonuses in a row. Many players do not read the terms and condition and the mentioned rule isn't something commonly used.

???

3 bonus and then paid what is wrong with it? And if they offer me a bonus and I win, is that a rule violation? Where's the logic

???

3 Bonus und dann eingezahlt was daran den falsch ?? Und wenn die mir einen Bonus anbieten , und ich dann gewinne ist das ein Regel Verstoß ?? Wo ist die Logic

Sorry for the delay - but I am working on lots of complaints at the same time, sometimes it takes some time till I have time to answer + weekend... Check the history what you sent to me. I am not talking about the latest history; from the beginning, you were taking more than three bonuses in a row. So when you made a withdrawal, they checked your bonus history and voided the winnings. 

Logically they were acting regarding the casino terms, but we dislike that this situation is possible. There are easy ways how to prevent the players from taking a bonuses if it is against the rules.

I know that I use the bonus when they are offered !! but that has nothing to do with my winnings deposited without bonus and then used 3 bonuses and won ??? And what's wrong with that now

ich weiß das ich die Bonus nutze wenn sie angeboten werden !!aber das hat jetzt nichts mit meinen Gewinn zutun eingezahlt ohne Bonus und dann 3 Bonus genutzt und gewonnen ??? Und was ist dran jetzt falsch

the offsetting to the power of 3 everything I have paid in and lost was ok but does one of them win and say rule violation ???? What should I do now ??? Is the money gone ???

das doch Verrechnung hoch 3 alles was ich eingezahlt habe und verloren war ok aber gewinnt Mann kommt einer von der seit und sagt Regel Verstoß???? Was soll ich jetzt machen ??? Ist das Geld weg ???

Now we will invite the casino into the discussion. Our opinion is that rule like they apply to you, creates negative user experience, and this rule should be enforced by software.

They should also explain the origin of your winnings - I believe that they cancelled you only winnings which are from bonus - but they should prove it. It makes no sense to void winnings originated from real money deposits.

Thank you 🙏🏿

Danke 🙏🏿

Dear Bedri and CasinoGuru Team!

We would like to point out again that we do respect our users and always want to make them satisfied with our casino. Though there is a violation of our T&C in this case, we understand that his experience with us could be confusing. That's why we contacted Bedri and offered him compensation for all the inconveniences he could face with us. We consider it as a solution suitable for both sides.

At the same time, we welcome your and Bedri further feedback as it provides us with valuable insight into our services from the user’s perspective and can inform service improvement.

Best Regards,

Mr.Bet Casino Team.

Thanks, Mr Bet Casino representative for the feedback and your effort.

Bedri, could you please confirm that you reached with a casino a satisfactory solution and that we can close this case?

Many thanks to the Guru team, thank you very much for the help 🙏🏿🙏🏿🙏🏿🙏🏿

Vielen danke an das Guru Team , vielen danke für die Hilfe 🙏🏿🙏🏿🙏🏿🙏🏿

Thank you for your feedback.

Please confirm that we can close the case.

You can close the case !!!

Ihr könnt den Fall schließen !!!

 Dear Bedri,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.