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Hello,

i made a deposit with sticky bonus but i never used this bonus money and just played with my "raw" money. Then wanted to pay out 400 euros and it was canceled on the grounds that I violated the terms.

How can I violate terms if I never used the bonus money and didn't have to wager anything? I never had a bonus because of that. When requesting a payout, there was also a message that this bonus would then be canceled by the payout.

So they're trying to fool me.

As I said, the casino canceled my money and only credited my 25 euro deposit to my account.

But I am definitely entitled to the 400 euros.

Hallo,

ich habe eine Einzahlung mit Sticky Bonus vorgenommen aber dieses Bonus Geld habe ich nie benutzt und nur mit meinem "Raw" Money gespielt. Wollte dann 400 Euro auszahlen und es wurde storniert mit der Begründung das ich gegen die Terms verstoßen habe.

Wie kann ich gegen Terms verstoßen wenn ich das Bonus Geld nie benutzt habe ich auch nichts wagern musste? Dadurch hatte ich nie einen Bonus. Auch beim Auszahlungantrag war eine Meldung das dieser Bonus dann durch die Auszahlung storniert wird.

Man versucht mich also Klar zu verarschen.

Das Casino hat wie gesagt mein Gelds storniert und nur meine 25 Euro Einzahlung gutgeschrieben im Konto.

Es stehen mir aber definitiv die 400 Euro zu.

Dear DerKoenig,

Thank you very much for submitting your complaint. 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. Do I understand correctly that you cancelled your active bonus before completing the bonus wagering? Please understand that by cancelling any bonus before the wagering requirements are met, you cancel bonus, but all the winnings accumulated with it as well. Check the following rule:

"3.15 The player has the right to cancel a bonus campaign from their account. Any winnings generated by the bonus money will also be cancelled. Cancelling a bonus campaign differs from terminating a campaign. A final is considered when the player has finished playing and requested a withdrawal and that withdrawal has been approved."

Please understand that casinos consider real and bonus money to be one package from the point a promotional offer has been activated. It doesn’t really matter if the real money is deducted first or bonus money instead. From the point any bonus is activated until a withdrawal is requested, all the bonus rules must be followed as your bonus is active during the entire session.

Thank you in advance for your reply.

Best regards,

Petronela

I deposited with a bonus that is correct. But this was sticky or non-sticky (no idea which of the two applies)

So I had €25 real money and €25 bonus money. It was also shared in the Acc and I looked it up. When I started playing it was also shown in the acc.

There was no bonus displayed anywhere that I had to wager (because I hadn't used any bonus money yet)

At the end when I wanted to pay out, the pop-up came automatically that I had to cancel my unused bonus in order to be able to pay out. It wasn't used until the end

Ich habe mit einem Bonus eingezahlt das ist richtig. Dieser war aber sticky oder non sticky ( keine Ahnung was von beidem da zutrifft )

Ich hatte also 25 Euro Echtgeld und 25 Euro Bonusgeld. Es war auch im Acc geteilt und habe extra nachgeschaut. Als ich anfing zu spielen wurde das auch so im Acc angezeigt.

Dort war auch nirgends ein Bonus angezeigt den ich wagern musste ( da ich ja noch keine Bonusgeld verwendet hatte )

Am Schluss als ich auszahlen wollte kam automatisch das PopUp das ich dann meinen nicht verwendeten Bonus stornieren muss um auszahlen zu können. Dieser wurde auch bis zum Schluss nicht verwendet

Thank you, DerKoenig, for your reply. Could you please forward your game history to petronela.k@casino.guru?

Hello,

I've asked for my game history via email but the casino just won't reply..

Hallo,

ich habe meinen Spielverlauf per E-Mail angefragt, aber das Casino antwortet einfach nicht..

Thank you very much, DerKoenig, 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 DerKoenig.

I am sorry to hear about your troubles.

Just from what you wrote is hard to determine what happened. The game log is necessary.

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

Could you please check DerKoenig's game log and explain what happened?

@Mateij I'm happy to explain that again.

I deposited with a bonus code and then had half bonus money and half raw money (25 euros + 25 euros bonus money), it was also displayed to me in the acc and the bonus was not yet active because I had used my bonus money haven't gotten to play yet. It was all in my account. I then wanted to withdraw 400 euros and there I got a message that if I want to withdraw I have to cancel my unused bonus and I did that. The casino now wants to tell me that I played with bonus money and also violated the terms and removed my money from the account.

@Mateij ich kann das gerne noch mal erklären.

Ich habe mit einem Bonuscode eingezahlt und habe dann zur Hälfte Bonus Money und zur anderen Hälfte Raw Money gehabt ( 25 Euro + 25 Euro Bonus Money ) so wurde es mir auch im Acc angezeigt und der Bonus war noch nicht aktive, da ich mein Bonusgeld durch das spielen noch nicht erreicht habe. So stand das alles auch in meinem Account. Ich wollte dann 400 Euro auszahlen und dort bekam ich eine Meldung, dass wenn ich auszahlen will muss ich meinen nicht verwendeten Bonus stornieren und das habe ich getan. Das Casino will mir nun erzählen ich habe mit Bonus Geld gespielt und habe dabei auch gegen die Terms versto´ßen und mein Geld vom Account entfernt.

Dear DerKoenig.

That was the message for the casino representative. But thanks again for the clarification.

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’.

Dear DerKoenig,

It looks like the casino is non-responsive. Would you like to submit your complaint to the casino's regulator? (Antillephone)

I will gladly help you with that.

Hello,

yes I would like to do that

Hallo,

ja das würde ich gerne tun

Please write an email to: complaints@gaminglicences.com

The email should contain:

1) Your personal information:

name and surname

your country of residence

2) Complaint body must include:

casino name + URL + license (License No. 8048/JAZ)

your login (username) and email in an online casino (with which you had registered the account)

description of the complaint

3) Attach to the email files what you have (if any) + link on this complaint.

Please let me know when you will submit a complaint to the regulator.

Dear DerKoenig,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.