VasyCasino - Τα κέρδη μπόνους παίκτη έχουν ακυρωθεί.

Hello I created an account at Vasy Casino yesterday and played with the welcome bonus. Fortunately, I was able to win something, so that after wagering the total of €10,000 in wagering requirements, I was able to pay out €3,498.

Today I waited for an email confirming the payout, but instead of joy, I got pure shock. Allegedly, I should not have adhered to the specified bonus conditions and have played with more than 4 € bet per spin, which is definitely not true. I made more than 2500 spins and they all came down to €4! When asked by the chat, 1 single spin on 5€ should have happened, which was definitely not me and I was immediately suspected of fraud and nobody wanted to help me in the chat, it just said the decision was final.

I read the bonus conditions thoroughly beforehand and definitely observed them. I have neither played forbidden games nor exceeded the maximum allowed bet of €4!

I ask for your help and thank you in advance.

Hallo ich habe gestern einen Account im Vasy Casino erstellt und mit dem Willkommensbonus gespielt. Erfreulicherweise konnte ich dabei etwas gewinnen, sodass ich nach dem Umsetzen der insgesamt 10000€ Umsatzbedingungen 3498€ auszahlen konnte.

Heute habe ich dann auf eine email gewartet in der die Auszahlung bestätigt wird doch dann anstatt Freude der pure Schock. Angeblich soll ich mich nicht an die vorgegeben Bonusbedingungen gehalten haben und mit mehr als 4€ Einsatz pro Dreher gespielt haben, was definitiv nicht stimmt. Ich habe mehr als 2500 Dreher gemacht und alle waren auf 4€! Auf Nachfrage vom Chat soll 1 einziger Dreher auf 5€ geschehen sein was definitiv nicht ich war und ich somit direkt den Betrugs Verdacht bekam und im Chat wollte mir keiner weiterhelfen es hieß nur die Entscheidung sei endgültig.

Ich habe mir vorher gründlichst die Bonusbedingungen durchgelesen und diese definitiv beachtet. Weder habe ich verbotene spiele gespielt, noch den maximal erlaubten Einsatz von 4€ überschritten!

ich bitte um eure Hilfe und vielen Dank im Voraus.

Dear Sophie2003,

Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found (here):

3. General Bonus Terms

3.7 All games have a maximum betting limit of 4EUR/AUD/CAD/USD/NZD or 40NOK per game round/spin during the time that a bonus is active on the player's account. This applies the entire time that the bonus is active on the player's account as long as nothing else is stated. Violation of this rule will forfeit the bonus and any winnings resulting from the bonus or other games that were completed during the bonus period.

We strongly advocate for the implementation of comprehensive systems by casinos to proactively prevent players from placing bets that exceed the maximum allowed limit. Regrettably, such practices are not yet widespread in the industry. However, it is crucial to address individual cases where players inadvertently exceed the limit, particularly when those bets do not result in a win. By doing so, casinos can demonstrate their commitment to fairness and responsible gambling.

Please do not hesitate to forward your game history to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Thank you, Sophie2003, for your email. Unfortunately, I couldn't open any of the attached screenshots. Please try requesting your game history from the casino directly and forward it to petronela.k@casino.guru at your earliest convenience. Looking forward to hearing from you.

Dear Sophie2003,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.