Casino Orca - Las ganancias del jugador fueron confiscadas.

Hello everyone, I would like to warn you about fraudulent activities. I deposited €70, received a €70 first deposit bonus, and won €2300. I then asked via live chat if I could withdraw the money, and the answer was YES, of course. After that, I made the withdrawal and verified my account. They canceled my money transfer, claiming that I received it with a NO DEPOSIT BONUS, hence the maximum withdrawable amount is €350. But I deposited €70, which was a lie! I later discovered that during the game, they credited small bonuses (€4, €3). Of course, you don't notice this with such a large amount, but the way they do it is criminal! Normally, we should activate this ourselves and not have it thrown in during the game... This is how they canceled my €2300!!! Naturally, there might not be anything that can be done about this now? PLEASE stay away and report these fraudsters. Thank you.

Hallo zusammen hiermit möchte ich euch warnen von betrügerischen Aktivitäten,nämlich habe 70eur eingezahlt 1st deposit bonus 70eur bekommen und 2300 eur gewonnen,dannach fragte ich per live chat ob ich das geld auszahlen kann antwort war JA natürlich...dann machte ich das verifiziert hab mich natürlich auch, dann die haben mir das geld storniert unter ausrede das ich mit OHNE EINZAHLUNG BONI bekommen habe deswegen ist das maximal wert 350euro auszahlbar,also ich hab 70eingezahlt das war natürlich lüge!!! Und ich endeckte dann das sie während des spiels sie so kleine bonuse(4eur 3eur) gebucht haben natürlich das merkt man nicht bei so ne große summe,aber der art wie sie das tun ist kriminell!! Normal müssten wir das selber aktivieren und nicht während spielm einfach rein werfen...und so haben meine 2300eur storniert!!!! Natürlich kann man jetzt wahrscheinlich nichts mehr dagegen tun????FINGER WEG bitte melden diese betrüger weiter,vielen dank

Dear Tutankamun1,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please send me a screenshot of your bonus history? How many bonuses have you activated in your account so far?

Have you contacted customer support to explain to you which no-deposit bonus you took exactly? Please forward me all the communication between you and the casino customer support regarding the forfeiture of your winnings at veronika.l@casino.guru.

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

Best regards

Veronika

They say in the chat that you can withdraw winnings from first deposit bonuses up to 5 times your deposit! But they wrote something different in the email, namely that I got bonuses without making a deposit, which is why the maximum deposit is 5x! They say something different every time, which indicates fraud... I read the bonus terms and conditions myself and there is nothing about 5 times the deposit = withdrawal, believe me, I'm not stupid, I have a lot of experience with online casinos, I sent them the proof by email... I know that 2300 euros won't work... I'm just concerned about protecting other players.

Die im chat sagen das man gewinne mit ersten einzahlung Boni maximal 5mal ihres Einzahlungs Auszahlen kann! Per email haben aber was anders geschrieben nämlich das ich bonis ohne Einzahlung bekommen habe deswegen ist maximum 5x Einzahlung! Jedes mal sagen was anders was auf betrug hindeutet...habe die bonus Bedienungen selber gelesen und da steht nichts vom 5mal die Einzahlung = Auszahlung glauben sie mir bin nicht blöd ich hab viel erfahrung sachen online casinos hab per email an sie die beweise geschickt...mir ist schon klar das aus 2300eur nichts wird..mir gehts nur um schutz von anderen Spieler Lg

Thank you for your email. I have checked the Bonus Terms and Conditions, and this is what I found:

10.1.3 Bonuses that are received with a no-deposit requirement (free spins, cashback, cash reward, money reward or any other form of received bonus or cashback or money reward) have a maximum withdrawal limit of 50 EUR, 50 CHF, 50 AUD, 50 CAD, 500 NOK, 200 BRL or 200 PLN. In case bonus received is more than 50 EUR, maximum withdrawal in that case is 5 times received amount. Bonuses that comes with a deposit requirement (clause 10.2,10.3) have limits on withdrawal of 5 times deposit amount. Any balance above maximum withdrawal amount is forfeited manually once player reach maximum withdrawal amount or when player requests withdrawal.

I would like to emphasize, that according to our Fair Gambling Codex, we consider the 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.  

If there is any additional information that would support your case, please do not hesitate to contact us. Otherwise, I will be forced to reject your complaint. Thank you for your understanding.  

Dear Tutankamun1,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.