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Hello, my whole withdrawal was voided and taken away because I delayed bonus rounds. That's a cheek because I didn't have the bonuses lying around for 1 week and then opened them, it was because of 1 or 2 euros after the end of the bonus!!!

Hallo, meine ganze Auszhalung wurde storniert und weggenommen weil ich bonus runden delayed habe. Das ist eine Frechheit weil ich nämlich nicht die Bonuse 1 woche daliegen hatte und sie dann geöffnet habe sondern das war wegen 1 oder 2 euro nach bonusende !!!

Dear backage,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked general bonus terms and conditions, and this is what I found (here):

"Delaying any game round in any game, including Free Spins features and bonus features, to a later time when you have no more wagering requirement and/or making new deposit(s) while having Free Spins features or bonus features still available in a game is prohibited."

Are you aware of any action on your side, similar to the one described above?

If there’s any relevant communication between you and the casino, please forward it along with your game history to petronela.k@casino.guru.

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

Best regards,

Petronela

Hello, no, I didn't know that before. I had already played on so many different sites and this is completely new to me, the bad thing is that they just let me pay out the rest of the account and blocked me. My account is no longer accessible!

Hallo, nein mir war das vorher nicht bekannt. Ich hatte ja sonst schon auf sovielen verschiedenen Seiten gespielt gehabt und sowas ist mir komplett neu, das Schlimme is ja noch das sie mich einfach den rest auszahlen lassen haben der auf dem konto war und haben mich gesperrt. Mein konto is nicht mehr aufrufbar!

Thank you very much, backage, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@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.  

Hello, Thank you for helping me I am uploading the last email from Octo Casino that I have today. They mean that I can send a complaint to the ADR provider, whatever that is.

Hallo, Vielen dank dass ihr mir helft hier lad ich noch die letzte email von Octo Casino die ich heute habe hoch . Sie meinen das ich eine Beschwerde zur ADR Provider schicken kann was auch immer das sein soll.

Hello backage.

I am sorry to hear about your troubles.

In the last mail, the casino mentions the possibility of a complaint directly to the casino's regulator. (but let's keep that option as the last one)

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

Could you please explain what happened and send me the backage's game log? (matej@casino.guru)

All right then, we'll keep the option for last. I await further replies.

Alles klar dann behalten wir die Option als letztes. Ich warte auf weitere Antworten.

Good day!

Player deposited 30 EUR and received 22.50 EUR cash bonus.

While playing the user used delayed rounds strategy: as soon as he caught the scatter or bonus rounds, he started to play another game. When the wager was finished, he opened games where he caught bonus rounds, then he collected the winnings from bonus rounds and therefore the winnings from delayed rounds were €2,605.

His balance was subtracted, we are referring to our T&Cs:

Delaying any game round in any game, including Free Spins features and bonus features, to a later time when you have no more wagering requirement and/or making new deposit(s) while having Free Spins features or bonus features still available in a game is prohibited.

The Player is not allowed to use any strategies while playing with an active bonus in order to fulfil the requirements to wager the bonus. If the Player uses such strategies, and if the Casino has sufficient grounds to believe that the Player’s actions are aimed solely to obtain financial benefits using the bonus advantage, then the Casino reserves the right to cancel all Player’s winnings.

Best regards,

OctoCasinoTeam.

Hello backage.

As a casino representative wrote, delaying rounds is a form of cheating. (player is getting an unfair advantage) Could you please confirm that you kept the bonus rounds and bonus features in certain games for later play with real money?

It was an accident that I came across the bonus terms, I didn't do it on purpose nor did I intend to gain any financial advantage, I just played and didn't pay attention. However, it was only a few euros after the end of the wager that I had played before I had any bonus rounds left to play. This is clearly not an intentional reason to gain me any advantage or otherwise. Also, I used to play on the site there a lot and never got into debt. I find this reaction exaggerated and unnecessary. I would love to play there again and get my money back....

Es handelte sich um ein Versehen das ich über die bonusbedingungen gekommen bin, ich habe das nicht absichtlich gemacht und habe auch nicht damit vor gehabt finanzielle Vorteile mir zu verschaffen ich habe einfach gespielt und nicht darauf geachtet. Es waren aber auch nur ein paar euro nach dem Wager ende die ich noch gespielt hatte bevor ich Bonusrunden die ich noch offen hatte zu spielen. Es handelt sich hier ganzklar um keinen absichtlichen Grund um mir irgendwelche Vorteile zu verschaffen oder sonstiges. Außerdem habe ich oft dort auf der seite gespielt und mir nie was zu schulden kommen lassen. Ich finde das diese Reaktion übertieben und unnötig. Ich würde gerne wieder dort spielen und mein Geld zurück bekommen....

Dear backage.

If the player delays the rounds, not on purpose and doesn't win from such delayed rounds, it is possible to overlook this breach of the terms. Unfortunately, when the winnings come from such delayed rounds, there is nothing we can do. The casino representative wrote that, in your case, winnings from delayed rounds were €2,605, so I am afraid that the casino has the right to void the winnings.

And what happens now? It wasn't on purpose at all, can't you come to a compromise with the casino otherwise it wouldn't be a sight for new players who like to play there but see such weird rules there?

Und was passiert jetzt? Es war doch garnicht mit Absicht, kann man nicht auf einen Kompromiss kommen mit dem Casino ansonsten wäre das keine sicht für neue Spieler die dort Spielen mögen aber sehen das solche komischen Regeln dort herrschen?

Dear backage.

Unfortunately, this rule exists in every casino. You can't charge a game feature with bonus money and later activate it with real money. Even when your intention wasn't bad, by doing so, you gained an unfair advantage. 

Imagine that there is competition with a prize pool in your company, and each employee gets one ticket, and the winner gets all the money. And suddenly, you discover that the employee who won put 3 tickets to that competition, not only one, because he overlooked the one ticket per person policy. Then he can't keep the prize. The company make the next draw. Even when his intentions were good, he just didn't know. Still, he can't keep the winnings because he has an unfair advantage.

In your case, I would like to ask the casino to provide me with the game log so that I can check the data. (matej@casino.guru) But if what the casino says is correct, then I am afraid that that's it and their decision is right. (I am very sorry)

Good day!

We have sent you the backlogs of the games to the following email address-matej@casino.guru.

Kindly please check it.

Best regards,

OctoCasinoTeam.

Dear backage.

From the game log provided by the casino is evident that you delayed the game rounds on purpose. Right after you finished bonus wagering, you activated the bonus feature on 13 slots and generated the winnings.

In this case, the casino has the right to void your winnings.

Dear backage,

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.

Dear backage,

So let's summarize it:

After you finish wagering your bonus, you played delay rounds from 13 slots, collected €2605 from these delayed rounds in winnings, and tried to withdraw this amount.

But in the complaint, you wrote:

Hello, my whole withdrawal was voided and taken away because I delayed bonus rounds. That's a cheek because I didn't have the bonuses lying around for 1 week and then opened them, it was because of 1 or 2 euros after the end of the bonus!!!

It was an accident that I came across the bonus terms, I didn't do it on purpose nor did I intend to gain any financial advantage, I just played and didn't pay attention. However, it was only a few euros after the end of the wager that I had played before I had any bonus rounds left to play. This is clearly not an intentional reason to gain me any advantage or otherwise. 

In your case, it is evident that what you did you did intentionally to profit from these delayed rounds. What you did is cheating, and sure the casino alerted all other brands on their platform about your actions, and as a result, other casinos closed your accounts. 

Imagine that you fake an ID and try to get a loan in the bank with this fake ID. And after the bank discovers that the ID is faked, you are surprised that they are calling the police and investigating and cancelling other actions you did with this faked ID.

It sounds like a very good reason to block all your accounts to me.

So there's no way to talk about it anymore?

Also gibt es garkeine möglichkeit mehr darüber zu verhandeln?

No, I am sorry. What you did is forbidden in every casino, and the result will be the same everywhere.

Because of all written above, we are closing this complaint as rejected.