Casinonic - El jugador cuestiona los requisitos de apuesta.

Good afternoon,

I hereby warn this casino, which is using an aggressive bonus technique to block winnings.

I deposited €40 in this casino with €20 of selected bonus. I started playing CrazyTime and in the first few plays I won 2 good prizes.

When I decided to deposit the amount I noticed that the winnings (€343) were as a bonus amount while they should be as a real amount, as my balance never reached the value 0 to activate the bonus.

I contacted the support service (chat) and they replied that as I had activated the bonus (lie) all winnings would be bonuses, even those that were won with the deposit amount. In order for the winnings to become real you would have to complete the bonus objective ..... amount earned with real deposit!!!

I still tried to accomplish the goal but quickly found it impossible! I was betting all night at €5 (maximum) to reach 20% of the goal....no way.

Another trap of the bonus is that they say the goal would be 50x20€ but hidden behind the bonus is that it says they only consider 15% of the wager winnings for the goal, so doing the math the goal is not €1000 but €6666. On top of that, they block the bet at €5. (If from €5 consider 15% =0.75€ to reach €1000 it would have to be 0.75 * 1334 bets of €5)

Having seen this and after the response from the casino (attached), I immediately canceled the account. I believe this casino has not respected the customer, it uses hidden bonus schemes to block winnings.

BE CAREFUL WITH THIS CASINO, WHEN DEPOSITING DO NOT ACCEPT THE BONUS, AS THE BONUS WILL BE ACTIVATED SOON AND ALL THE GAINS GO TO BONUS.

Thank you very much

Rui S***

Boa tarde,

venho por este meio alertar para este casino, que está usar uma técnica agressiva de bónus para bloquear os ganhos.

Depositei 40€ neste casino com 20€ de bónus selecionado. Comecei a jogar o CrazyTime e logo nas primeiras jogadas ganhei 2 bons prémios.

Quando decidi depositar o valor reparei que os ganhos (343€) estavam como valor de bónus enquanto deveriam estar como valor real, pois o meu saldo nunca atingiu o valor 0 para activar o bónus.

Contactei o serviço de apoio (chat) e responderam que como tinha ativado o bónus (mentira) todos os ganhos seriam bónus, mesmo aqueles que foram ganhos com o valor de depósito. Para que os ganhos se tornassem reais teria de completar o objetivo do bónus ..... valor ganho com o depósito real!!!

Ainda tentei realizar o objetivo mas rapidamente verifiquei que era impossível! Estive toda á noite a apostar aos 5€(máximo) para conseguir 20% do objetivo .... nem pensar.

Outra armadilha do bónus é que eles dizem que o objetivo seria 50x 20€ mas escondido atrás do bónus é que diz que só consideram 15% do ganho da aposta para objetivo, portanto fazendo as contas o objetivo não são 1000€ mas sim 6666€. Ainda por cima bloqueiam a aposta aos 5€. (Se de 5€ consideram 15% =0.75€ para atingir os 1000€ teria que ser 0.75 * 1334 apostas de 5€)

Visto isto e depois da resposta do casino (em anexo), cancelei logo de imediato a conta. Considero que este casino não respeitou o cliente, usa de esquemas escondidos no bónus para bloquear os ganhos.

TENHAM CUIDADO COM ESTE CASINO, QUANDO FOREM DEPOSITAR NÃO ACEITEM O BONÚS, POIS O BONUS VAI SER ATIVADO LOGO DE IMEDIATO E TODOS OS GANHOS VÃO PARA BONUS.

Muito obrigado

Rui S***

Dear Ruimts17,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions, and this is what I found https://www.casinonic.com/bonus-terms-and-conditions:

„When using an activated bonus, the real money from the player's account is wagered first and only then the bonus money."

"Please mind the fact each game comes with its own wagering %:

Slots - 100% (except for the games listed below)

Videopoker - 5%

Roulette - 5%

Card - 5%

Poker and other - 5%"

"Any bonus can be cancelled before you start playing it through. Please contact the Website support service to find out more about cancelling your bonus."

Could you please advise if you have communicated the possibility of cancelling the bonus offer before you started the wagering? Which games you have been playing?

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

Best regards,

Petronela

Good afternoon Mr. Patronella,

yes normally after spending the real balance, the bonus is activated. This is the case in almost every casino except this one.

Here the problem was that I won in the first few real money plays and they put it as a bonus.

(See chat reply message)

When I asked in the chat about the situation, one of the questions was if I could cancel the bonus, the answer was even worse... if I deleted the bonus I would lose all winnings including the €40 real money....

I still tried everything for everything, but the "wager" was completely impossible to achieve, to get an idea I had 4 betting rooms (crazy time, dream catcher, monopolly and gonzo), Evolution games, betting 5 € (maximum allowed) in each game, all night long. In the morning not even 50% had materialized!!!!

Didn't you read the chat message, the photo I sent as an attachment?

carefully

Rui S***

Boa tarde Sr. Patronela,

sim normalmente após gastar o saldo real, o bónus é ativado. É assim em quase todos os casinos, exceto este.

Aqui o problema foi que ganhei logo nas primeiras jogadas com dinheiro real e eles colocaram-no como bónus.

(Ver mensagem resposta do chat)

Quando perguntei no chat sobre a situação, uma das questões era se poderia cancelar o bónus, a resposta ainda foi pior... se apagasse o bónus perderia todos os ganhos inclusive os 40€ de dinheiro real....

Eu ainda tentei tudo por tudo, mas o "wager" era completamente impossível de concretizar, para ter uma noção cheguei a ter 4 salas de apostas (crazy time, dream catcher, monopolly e gonzo), jogos da Evolution, a fazer aposta de 5€ (máximo permitido) em cada jogo, toda á noite. De manhã nem 50% tinha concretizado!!!!

Vocês não leram a mensagem do chat, foto que enviei em anexo?

Atentamente

Rui S***

Thank you, Rui, for your reply. I have seen the forwarded screenshot (please see below):

Please understand that as long as you play with an active bonus, you wager your real deposited funds first, but the winnings go into Bonus balance.

Secondly, if you cancel bonus before completing the required bonus wagering, you lose accumulated winnings, it is not an unusual rule and many casinos apply it https://www.casinonic.com/bonus-terms-and-conditions:

"Players can request a withdrawal of their deposits prior meeting the wagering requirements but keep in mind that the bonus and winnings will be forfeited."

I hope this explanation was satisfactory. Since you have closed your account, could you please advise if there’s anything else we could try to help you with or I have your permission to reject this complaint?

Thanks for the reply, Mr Patronella.

Usually the bonus is only activated when the real balance is equal to zero, the winnings are also real and that is how it goes until it reaches zero.

When the balance reaches zero the bonus is activated and from then on the bonus rule counts. It works like this in all casinos....

This casino is different, ok. It remains a trap for me, period.

Anyway as I consider that this casino does not respect the customers, I closed the account.

My advice is that you should expose these situations so that other players don't fall into these traps.

Does rejecting the complaint at least stay registered and visible to other players?

Thanks

Rui S***

Obrigado pela resposta, sr Patronela.

Normalmente o bônus só é activado quando o saldo real é igual a zero, os ganhos também são reais e é assim até chegar a zero.

Quando o saldo chega a zero o bônus é ativado e a partir daí conta a regra do bônus. Funciona assim em todos os casinos....

Neste casino é diferente, ok. Para mim continua a ser uma armadilha, ponto final.

De qualquer forma como considero que este casino não respeita os clientes, fechei a conta.

Meu conselho é que vocês deveriam expor estas situações para que outros jogadores não caem nestas armadilhas.

Rejeitando a reclamação pelo menos fica registrado e visível a outros jogadores?

Obrigado

Rui S***

Thank you, Rui, for your feedback. Yes, even if the complaint has been rejected in our forum, it stays visible.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. I will close this complaint now. Thank you for your understanding.