Octocasino - Τα κέρδη του παίκτη έχουν μειωθεί.

Hi

on 01/19/23 I received 20 free spins from the casino, in the free spins I won more free spins and made a profit of 160 euros. After the free spins were over, I was immediately deducted €110 because of the bonus conditions and credited €50 as real money. Then I chatted on the live chart asking why €110 was deducted, I was told the conditions are met and €50 is my real money balance. I continued to play with it and later won €3200. In the middle of the game they deducted €3100 and credited me with €50 again as real money. Where is there something that you have to implement a bonus 2 times, in the terms and conditions of the casino there is nothing except for a profit of €50 and then when the conditions are implemented there are no more conditions. So

it was said in the chart that's why I kept playing. I don't get a history of the correct evening either.

I've been playing for 1 year and have never won anything there except 1/19/23.

Hallo

am 19.01.23 habe ich vom Casino 20 freispiele bekommen, in den freispielen habe ich weitere freispiele gewonnen und damit ein Gewinn von 160 Euro gemacht. Nachdem die Freispiele zu Ende waren wurde mir direkt 110€ wegen den bonusbedingungen abgezogen und 50€ als Gewinn gutgeschrieben echtgeld. Dann habe ich gechattet im Live Chart gefragt warum 110€ abgezogen wurden, mir wurde gesagt die Bedingungen sind erfüllt und 50€ ist mein Guthaben echtgeld. Damit habe ich weiter gespielt und zum späteren Zeitpunkt 3200€ gewonnen. Mitten im Spiel haben die mir 3100€ abgezogen und wieder 50€ gutgeschrieben als echtgeld. Wo gibt es sowas das man 2 mal einen Bonus umsetzen muss, in den Bedingungen agb vom Casino steht nichts außer vom Gewinn 50€ und dann wenn die Bedingungen umgesetzt sind gibt es keine Bedingungen mehr. So

wurde es im Chart gesagt deshalb habe ich weiter gespielt . Einen Verlauf vom korrekten Abend bekomme ich auch nicht.

Ich spiele schon seit 1 Jahr und habe noch nie was gewonnen dort außer am 19.01.23.

Dear Jezzyundrafet,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to emphasize, that according to our Fair Gambling Codex, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

However, if your Free Spins winnings have been capped once and transferred to a real money balance, they shouldn't be reduced once again.

Could you please forward any relevant communication to petronela.k@casino.guru and advise if you have two different balances inside your account (real money balance vs. bonus balance)?

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

Best regards,

Petronela

Hi

I have sent a reply to the email address above.

Best regards

jessica N*****

Hallo

eine Antwort habenich an die oben genannte e-Mail Adresse geschickt.

viele Grüße

jessica N*****

Thank you, Jezzyundrafet, for your email and forwarded screenshots. Could you please advise if you had two balances displayed in your casino account while playing? One for the bonus funds and one when the bonus was completed (real money balance)? Ideally, could you forward your game history, please?

Thank you very much, Jezzyundrafet, for providing all the necessary information via email. I will now transfer your complaint to my colleague Michal (michal.k@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 Jezzyundrafet,

I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Octocasino to join the conversation.

Dear Octocasino,

Can you please explain why you deducted the winnings of €3100 from the player's balance when these winnings were gained with €50 which was supposed to be real money already? 

Hello, everyone!

Dear, Michal.

We have sent you all the details regarding this case, please check it.

Best regards,

OctoCasino Team.

Thank you for the response, Octocasino team.

I have received your email and I have replied back. I'm waiting for more information from you to clarify the situation.

Thank you for the response, Michal.

We have received your email and we have replied back.

Kindly, please check it.

Best regards,

OctoCasino Team.

Thank you for the response, Octocasino team.

Dear Jezzyundrafet,

I have received evidence from Octocasino that shows that Octocasino has acted according to their T&Cs and the deduction of the winnings in question was done only once and was done rightfully. I must empathize with you that the livechat operator has not informed you really correctly about the "first cut" but this was almost certainly unintentional as they most likely didn't have all the required information at the moment and you were still playing with the bonus. I understand that this is not a solution to your problem, but I have consulted this with the casino and we came to the consensus that they will come to you with an offer as a sign of goodwill which we think is a fair approach. I believe this will be acceptable to you, and we can consider your case to be resolved.

Hello

I understand the terms and conditions but what I don't understand is why I had to wager the bonus twice. Why didn't they leave the 160€ to implement it. I've been playing at different casinos for 4 years, even at dux the partner casino and they also said no, they should have paid it out. I've been playing there for over 1 year and I've never won anything. Only this 1 time and now so much theater. But I understand it . I look forward to the offer.

Best regards

Hallo

ich verstehe die agb aber was ich nicht verstehe warum ich den Bonus 2 mal umsetzen musste . Warum haben sie die 160€ nicht gelassen um das umzusetzen. Ich spiele seit 4 Jahren bei verschiedenen Casinos sogar bei dux dem Partner Casino und die haben auch gesagt nein sie hätten das auszahlen müssen. Ich spiele seit über 1 jahr dort und habe noch nie etwas gewonnen. Nur dieses 1 mal und nun soviel Theater . Aber ich verstehe es . Ich bin gespannt auf das Angebot.

viele Grüße

Dear Jezzyundrafet,

I'm sorry if my previous post was not fully clear. We have received your full gameplay from the casino from the time you claimed the bonus until it was wagered and the winnings deducted. The wagering was needed only once and the deduction has been done only once as well. No double wagering or double deduction has been done. From the evidence, we can clearly see that you have sometimes won and sometimes lost, but the deduction of the big amount has been done only once. The whole time you have been playing with the bonus so that's why the winnings have been deducted to the maximum winning amount for the certain bonus.

Hello

why was the very first bonus deducted €110 and €50 remained? Where did the €50 that I played with come from?

The lady from the first chat answered well.

The overview of the free spins is completely missing, we don't get any history about it either.

The casino first sent us the overview where I start with €50, but where does that come from?

This course before the 50 € we are looking for did you get it at all?

Hallo

warum wurde der aller erste Bonus 110€ abgezogen, und 50€ sind geblieben? Von wo kommen denn die 50€ her mit den ich gespielt habe?

Die Dame aus dem ersten chatt hat gut geantwortet.

Die Übersicht über die freispiele das fehlt komplett wir bekommen auch keinen Verlauf dadrüber.

Uns hat das Casino erst die Übersicht geschickt wo ich mit 50€ anfange aber wo kommen die her?

Diesen Verlauf vor den 50€ den suchen wir haben sie den überhaupt bekommen?

Hello!

The moment of scrolling the fs is not displayed in the game history.

Figuratively, the provider gives you to scroll the fs as in the bonus round, sends the final result and and the system, from our part, issue the FS result with this balance. It means that you have won 50 euro from free spins and started to play later on with them.

But the deduction of the amount has been done only once. The whole time you have been playing with the bonus so that's why the winnings have been deducted to the maximum winning amount for the certain bonus.

We have acted according to their T&Cs and the deduction of the winnings in question was done only once and was done rightfully.

We admit that our Livechat operator has not informed you really correctly about the cut, but this was almost certainly unintentional as we didn't have all the required information at the moment. We are sorry for that.

As a will of good gesture we have credited to your account 50 free spins.

Thank you for your understanding.

Best regards,

OctoCasino Team.

Hello,

how can that be at a partner casino I had the same thing. And could pay off.

Then why did they deduct the €110 then they should have left the money if it was bonus money. But they left the maximum win of €50 which was real money and not bonus money.

I continued to play with this €50 and even wagered it again and still had money left over and it was deducted again. Why wasn't this amount deducted immediately, but I was able to use the bonus again.

You find 50 free spins acceptable in exchange for €3200 that is not acceptable. At least I wagered the bonus 2 times no matter what they say they know it

Hallo,

wie kann das sein bei einem Partner Casino habe ich das gleiche gehabt. Und konnte auszahlen.

Warum haben sie dann die 110€ abgezogen dann hätten sie das Geld lassen müssen wenn es Bonus Geld war. Aber sie haben den maximal Gewinn von 50€ gelassen das war echtgeld und kein bonusgeld.

Mit diesen 50€ habe ich weiter gespielt und sogar noch mal umgesetzt und hatte noch Geld über und es wurde wieder abgezogen. Warum wurde diese Summe dann nicht auch sofort abgezogen sondern ich konnte den Bonus damit noch mal umsetzen.

Sie finden 50 freispiele akzeptabel im Gegenzug zu 3200€ das ist nicht akzeptabel. Immerhin habe ich den Bonus 2 mal umgesetzt egal was sie sagen sie wissen das

Dear Jezzyundrafet,

Has there been any casino activity by you between 12/1/2023 and 19/1/2023? Did you make any deposits on 19/1/2023 or you have just claimed the 20 free spins bonus and played with it on this day?

Hello

yes there were deposits on 31/12/22 20€ 13:04 and on 05/01/23 30€ 20:42 and on 19/01/23 I made no deposit.

Hallo

ja es gab Einzahlungen am 31.12.22 20€ 13.04 Uhr und am 05.01.23 30€ 20.42 Uhr und am 19.01.23 habe ich keine Einzahlung vorgenommen.

So to clarify, Jezzyundrafe. You have not accessed/played in the casino from 12 January until 19 January when you claimed the 20 free spins bonus, right? On 19 January you just claimed the 20 free spins bonus and played with the bonus only, right?

Hello

since I never won, not even with the 2 deposits I wrote to him. I haven't paid again.

Hallo

da ich nie gewonnen habe auch nicht bei den 2 Einzahlungen was ich ihm geschrieben habe. Habe ich nicht noch mal eingezahlt.

Dear Jezzyundrafet,

Yes, that's nothing wrong with that, but can you please clearly answer my previous questions?

Hello

no, i didn't make a deposit during that period.

Hallo

nein ich habe in dem Zeitraum nicht eingezahlt .

Dear Jezzyundrafe,

I kindly ask you to clearly answer these questions. You have not accessed/played in the casino from 12 January until 19 January when you claimed the 20 free spins bonus, right? On January 19 you just claimed the 20 free spins bonus and played with the bonus only, right?

Dear Jezzyundrafe,

I ask you to answer these questions clearly . You didn't register/play into the casino from January 12th to January 19th when you claimed the 20 free spins bonus, right? On January 19th you only claimed the 20 free spins bonus and only played with the bonus, right?

Dear Jezzyundrafe,

I kindly ask you to clearly answer these questions. You have not accessed/played in the casino from 12 January until 19 January when you claimed the 20 free spins bonus, right? On 19 January you just claimed the 20 free spins bonus and played with the bonus only, right?

Liebe Jezzyundrafe,

Ich bitte Sie, diese Fragen klar zu beantworten. Sie haben vom 12. Januar bis zum 19. Januar, als Sie den 20-Freispiel-Bonus beansprucht haben, nicht in das Casino anmelden/gespielt, richtig? Am 19. Januar haben Sie nur den 20-Freispiel-Bonus beansprucht und nur mit dem Bonus gespielt, richtig?

Hello

Yeah right

Hallo

ja richtig

Thank you for the confirmation, Jezzyundrafet.

We have received your full gameplay log from 1st January 2023 until the 28th January 2023 including your deposits or any cuts/deductions. This clearly shows and you have confirmed that as well that you were playing the 20 free spins only on 19th January and thus the maximum win limit of €50 was applied. There was only one deduction done from the winnings of €3200 to the maximum win limit of €50. No double wagering or double deduction has been done. The whole time you have been playing with the bonus so that's why the winnings have been deducted to the maximum winning amount for the certain bonus. Octocasino has acted according to their T&Cs and the deduction of the winnings was done rightfully. Please understand that the winnings were "just" bonus money and as such are subject to the bonus rules. This is a common rule and you were unfortunately not entitled to the excess winnings.

As I mentioned previously I agree with you that the livechat operator has not informed you correctly and the casino admitted that, but this was definitely unintentional as the operator most likely didn't have all the required information at the moment. I understand that this gave you the wrong impression that you were playing with real money, but unfortunately, this was not the case. The casino has apologized for that and as a sign of good will have made you a "compensation offer". It is up to you if you accept the offer or not, but we think this is a fair approach.

Unfortunately, after gathering all the necessary information there is not much further that can be done.

Please let me know if we can consider this case resolved, or if you feel otherwise I will close this complaint as Rejected - Unjustified complaint.

Hello

and where are 160€ that I won and then reduced to 50€?

And then I played on with the €50 and won €3200. where is the log And 50 free spins is not fair.

They only talk about the €50, but I won €160 at the very beginning and the €110 was drawn immediately and the maximum winnings were credited with €50. And then I won again 3200€ and again 3150€ were deducted and 50€ credited how can that be.

Hallo

und wo sind 160€ Euro die ich gewonnen habe und dann gekürzt wurden auf 50€ ?

Und dann habe ich mit den 50€ weiter gespielt und damit 3200€ gewonnen. Wo ist das Protokoll? Und 50 freispiele ist nicht fair.

Es wird nur über die 50€ geredet ich habe aber ganz am Anfang 160€ gewonnen und die 110€ wurden sofort gezogen und 50€ maximalgewinn gutgeschrieben . Und dann habe ich noch mal gewonnen 3200€ gewonnen und wieder wurden 3150€ abgezogen und 50 € gutgeschrieben wie kann das sein.

Hello

I have now taken the 50 games and won €11.51 and I have to wager the €11.51 40 times, I have to wager €458.80. I agree and have to wager it, but if I wager the conditional bonus with the €11.51 and then have a profit, that's my money and I can pay it out.

But on 01/19/23 it was the same and they deducted €110 and credited €50 immediately after the games. That means 1 time implemented and the bonus conditions ended. As written in the chart.

What I don't understand why they drew the 3100€ again. I'm writing this so you can understand what I mean. Here is a screenshot

Hallo

ich habe jetzt die 50 spiele genommen, und habe 11.51€ gewonnen und die 11.51€ muss ich 40 mal umsetzen 458,80€ muss ich umsetzen . Ich bin einverstanden damit und muss es umsetzen aber wenn ich mit den 11,51€ den Bonus nach Bedingung umsetze und dann Gewinn habe ist das mein Geld und das kann ich auszahlen.

Aber am 19.01.23 war das auch so und die haben sofort nach den Spielen 110€ abgezogen und 50€ gutgeschrieben. Das heißt 1 mal umgesetzt und die Bonus Bedingungen beendet. Wie im Chart geschrieben.

Was ich nicht verstehe warum sie noch mal die 3100€ gezogen haben . Ich schreibe das damit sie verstehen was ich meine. Hier ist ein Screenshot

Dear Jezzyundrafet,

I have triple-checked your whole gameplay and there is absolutely no occurrence that your supposed winnings of €160 were cut to €50 in the disputed bonus play. If I understand it correctly you have played one free spins bonus where the free spins results/winnings were issued as €50 bonus money (not real money) to be used in a form of free spins on slots, so it was still just bonus money and thus the bonus T&Cs still applied. You did have at one point ( at 2023-01-19 21:26:23) a balance of around €122 but you have continued to play with this and absolutely no cut was done at that time. There was only one deduction done from the winnings of €3200 to the maximum win limit of €50 (at 2023-01-19 23:30:29). Anyway, considering all the facts, we are forced to agree with the casino's decision and we will close your complaints as "Rejected - Unjustified complaint".

If you feel you want to take this complaint further, you can contact The Pogg – an alternative dispute resolution service (https://thepogg.com/submit-complaint/) and submit a complaint to them. It collaborates with the Malta Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know how the ADR responded (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal