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I deposited 200 euros with a 75 percent bonus on October 28th, 2022.

after wagering the bonus I was able to pay out 1446 euros on 10/30/2022.

Since it wasn't my first payment this month, I was informed by email on November 1st, 2022 that an 8 percent fee is due when I pay out.

so i decided to cancel the payout and request the payout again later without 8 percent fee.

I then applied for the payment again on 11/29/2022.

However, this was rejected and I am accused of bonus manipulation (without being specific) although I received the profit on 1.11. still wanted to pay out with 8 percent fee.

I got my deposit of 200 euros back.

I only played 1 slot with the bonus and never changed my bet. Since I don't think I violated any of the bonus conditions, I'm submitting this complaint.

ich habe am 28.10.2022 200 euro mit 75 protzent bonus eingezahlt.

nachdem ich den bonus umgesetzt habe konnte ich am 30.10.2022 1446 euro zur auszahlung bringen.

da es nicht meine erste auszahlung in diesem monat war wies man mich am 1.11.2022 per email darauf hin das 8 protzent gebühr fällig sind wenn ich auszahle.

deshalb entschied ich mich die auszahlung abzubrechen und die auszahlung später ohne 8 protzent gebühr noch einmal zu beantragen.

ich habe dann am 29.11.2022 erneut die auszahlung beantragt.

diese wurde jedoch abgelehnt und man wirft mir bonusmanipulation vor (ohne konkret zu werden) obwohl man den gewinn am 1.11. noch auszahlen wollte mit 8 protzent gebühr.

die einzahlung von 200 euro habe ich zurück erhalten.

ich habe mit dem bonus nur 1 slot gespielt und den einsatz zu keinen zeitpunkt geändert.da ich aus meiner sicht gegen keine bonusbedingungen verstossen habe reiche ich diese beschwerde ein.

Dear fowi30,

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

Allow me to ask some questions, so I better understand the situation.

Do I understand correctly your winnings from the bonus were confiscated by the casino? Could you please specify which slot you played? Could you advise whether you claimed any other bonus between your 2 requests to withdraw your winnings from the said bonus? Could you please explain what winnings you received on November 1st?

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

Best regards,

Tomas

1.) gold digger: mines (allowed according to bonus conditions)

2.) before I paid in for the 75 percent bonus, my balance was 0.00 euros,

that means I had the winnings from the other bonuses paid out beforehand.

3.) on 1.11. I didn't receive any winnings because I didn't want to pay an 8 percent fee on the winnings, I canceled the payment and later on 11/29. requested

Further information can be found in the general terms and conditions of the website, section "3. Account and personal data", point 3.13.1 In the event of multiple withdrawals within a period of 30 days, a fee of up to 8% of the withdrawal amount will be charged.

1.)gold digger:mines(erlaubt laut bonusbedingungen)

2.)bevor ich für den 75 protzent bonus eingezahlt habe war mein guthaben bei 0.00 euro,

das heist die gewinne von den anderen bonussen habe ich mir zuvor auszahlen lassen.

3.)am 1.11. habe ich keine gewinne erhalten da ich keine 8 protzent gebühr auf die gewinne zahlen wollte habe ich die auszahlung abgebrochen und später am 29.11. beantragt

Weitere Informationen finden Sie in den allgemeinen Geschäftsbedingungen der Website, Abschnitt "3. Konto- und persönliche Daten", Punkt 3.13.1 Bei mehreren Auszahlungen innerhalb eines Zeitraums von 30 Tagen wird eine Gebühr von bis zu 8 % des Auszahlungsbetrags berechnet.

Thanks for your reply, fowi30.

There are a few things I would like you to clarify.

When you deposited the 200€ on the 28th of October, was your withdrawal before the 28th of October paid out to you already?

Also, In between the withdrawal request on the 30th of October and the 29th of November, did you claim any bonus, or were any bonuses attributed to your account in that period of time to your knowledge?

I had previously made a payout of 1118 euros on 10/20 and the winnings were paid out in full.

I have after 28.10. no other deposits made, no more bonus claimed and no bonuses were posted to my account.

see transaction history

ich hatte zuvor am 20.10.eine auszahlung von 1118 euro getätigt und der gewinn wurde vollständig ausgezahlt.

ich habe nach dem 28.10. keine anderen einzahlungen mehr gemacht,keinen bonus mehr beansprucht und es wurden auch keine boni auf mein konto gebucht.

siehe transaktionshistory

Thank you very much, fowi30, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hi fowi30,

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

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi fowi30,

I tried to get in touch with the casino repeatedly but had no success. I’m afraid, there is not much that can be done without cooperation from its side. 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 react, 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 to them. It's not the best licensing authority out there but it has more options and tools to help players. Let me know how they responded (peter.m@casino.guru). I wish I could be of more help.

Best regards

Peter

We’ve reopened this complaint at the request of Silverplay Casino.

Dear fowi30,

The casino provided evidence and explanation of what happened with the game "Gold Digger Mines" that you played in this and in several other casinos. The data suggest that you found and used a loophole in the game that helped you easily turn the bonus money into real cash and so avoid the wagering requirement. I tested the game myself and know how it works now. Since the same issue occurred in several casinos, we can rule out the possibility that this happened by accident. The intention to use the loophole in your favor is quite clear and therefore you are not eligible for the winnings. On the other hand, if the casino didn't let you play this game because of its nature and how it works, this wouldn't happen. That is why we find it fair to return the player's deposit as was already agreed with the casino. The complaint will be rejected. I wish I could be of more help.

Best regards,

Peter