Live Casino - Las ganancias de los jugadores se redujeron debido a un límite de retiro inesperado.

Hello everyone. Yesterday, I took advantage of a 200% bonus. I made a 100€ deposit with a 200% bonus which started at 300€ and a wager of 8000€. The live support informed me that there is no maximum cash-out for this bonus and it has a maximum bet of 20€. I have received all conversations as history in an email again. However, today my entire balance was capped at 1000€. I find it hard to accept as this represents a loss of 7600€, especially when the support explicitly told me that this bonus has no maximum cash-out. If there was one, or if the support had informed me that the bonus has a maximum cash-out of 1000€ instead of none, I would have chosen a different game strategy and certainly not hit so high. I just wrote in the live chat with another support agent who referred to this statement from his colleague yesterday and informed me that he would forward this matter and I should please leave the 1000€ in place for now and contact them again this evening. I've decided to also inform you about this. Unfortunately, I could only upload one screenshot here. However, I have several. As soon as you get in touch with me, I will send the remaining screenshots. I really hope you can help me. Regards

Hallo zusammen . Ich habe gestern einen 200% Bonus genutzt . 100€ Einzahlung mit 200% sprich 300€ Start und 8000€ wager . Der Live Support teilte mir mit das dieser Bonus kein Max Cash out hat und eine Max bet von 20€ . Ich habe alle Unterhaltungen als Verlauf als email nochmals erhalten . Nun wurde heute die gesamte Balance auf 1000€ gekappt . Dies kann ich schwer akzeptieren da es sich um einen Verlust von 7600€ hier handelt und der Support hat mir ausdrücklich gesagt das dieser Bonus kein Max Cash out hätte . Hätte er eines bzw hätte der Support mir mitgeteilt das der Bonus ein Max Cash out von 1000€ hat statt keinem Max Cash out dann hätte ich auch eine andere Spielart gewählt und sicherlich nicht so hoch gehittet . Ich habe eben im Live Chat mit einem anderen Support Agent geschrieben und dieser hat in den gestrige Unterhaltung diese Aussage seines Kollegen gesagt und mir mitgeteilt das er diese Angelegenheit weiterleitet und ich solle bitte die 1000€ erstmal stehen lassen und mich heute Abend nochmals melden . Ich habe für mich entschieden auch euch schonmal Bescheid zu geben . Leider konnte ich hier nur einen Screenshot hochladen . Ich habe allerdings mehrere . Sobald ihr euch mit mir in Verbindung setzt schicke ich die restlichen Screenshots Y ich hoffe echt ihr könnt mir helfen . Gruß

Dear khalidzaoui53,

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 (here):

The maximum winnings that will be paid out resulting from any other deposit bonus will be 1,000 EUR/USD/CAD/NZD, 155,000 JPY, 20,000 ZAR, 500,000 KZT, 4,500 PLN, 88,000 INR, 100000 RUB.

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.

• Could you please advise how did you learn about the bonus? Was it sent to your email or was it displayed on the casino website for all the players?

It's important to note that the general bonus terms and conditions take precedence over any information provided in a live chat. While I agree that casino staff should provide accurate information, it's crucial to prioritize the maximum cashout rule if it's explicitly stated in the general bonus terms or a promotional email, rather than relying solely on live chat responses.

If you have any relevant communication or supporting evidence indicating that no maximum cashout was clearly communicated when you were activating the bonus, please feel free to forward it to my email address at petronela.k@casino.guru.

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

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Petronela. I wrote you an email with the attachments and an explanation. I do not accept this Max Cash out in this case. I ask you to help me. Thank you ☺️

Hallo petronela. Ich habe dir eine email geschrieben mit den Anhängen und einer Erklärung . Ich akzeptiere dieses Max Cash out in diesem Fall nicht. Ich bitte dich mir zu helfen . Danke ☺️

Hi khalidzaoui53,

Thank you for forwarding the relevant communication. I will wait for an update from you.

Hello Petronela, I won't let up in this case because it was misinformation from the casino. I have now contacted management. The casino is also apparently trying to find a solution because they have admitted it. There was already an attempt by the casino to refund me the money due to the incorrect information, but this did not work for technical reasons. Now I'm waiting for an email response from their management and again they asked me not to pay out the €1000 and for an answer. waiting . Please help me to at least find a solution (for example, to recover half of the amount or, at best, the entire profit). Greetings

Hallo Petronela , also ich werde in diesem Fall nicht locker lassen , denn es war eine fehlinformation seitens des Casinos . Ich habe nun Kontakt zum Management aufgenommen . Auch das Casino versucht anscheinend eine Lösung zu finden denn sie haben es zugeben . Es gab bereits einen Versuch seitens des Casinos mir das Geld , aufgrund der falschen Information, zurück zu erstatten jedoch hat dies aus technischen Gründen nicht geklappt . Nun warte ich auf eine email Antwort von deren Management und erneut baten sie mich die 1000€ nicht auszuzahlen und auf eine Antwort . zu warten . Hilf mir bitte wenigstens eine Lösung zu finden ( die Hälfte des Betrages zum Beispiel oder bestens Fall den gesamten Gewinn , wieder zu beschaffen ) Gruß

Hi khalidzaoui53,

• Could you please advise how did you learn about the bonus? Was it sent to your email or was it displayed on the casino website for all the players?
• Could you forward the promotional email or post a specific link to the bonus offer?

Thank you.

Good day . No, it wasn't an ongoing offer for every player. It was a special offer that was distributed to some players via email, which is why the chat wrote "This is not specified as I can see there is no max cash out" ... the other bonuses actually have a max cash out but this bonus was specified as specifically with no max. cash out. I think the system that processes the payouts didn't recognize this and capped the balance at €1000. It is logical that the casino then says "yes, there is a max cash out on it". You should find a fair solution for both. So for the player and for the casino. And €1000 out of €8600 is not fair. In addition, with a correct cap, the balance is automatically capped immediately after the end of the game. This is how it is with every n1/dama page. In this case it was only capped after the payout.

Guten Tag . Ne es war kein laufendes Angebot für jeden Spieler . Es war ein spezielles Angebot welches per email an einige Spieler verteilt wurde deshalb hat der Chat ja geschrieben „ This is not specified as I can see there is no max cash out „ … die anderen bonis habe da tatsächlich ein max. Cash out aber dieser Bonus wurde als speziell ohne max. Cash out angeben . Ich denke das System welches die Auszahlungen bearbeitet hat dies nicht erkannt und die Balance auf 1000€ gekappt . Das das Casino dann sagt „ ja da ist ein Max Cash out drauf" ist logisch . Sie sollten eine faire Lösung finden für beide . Also für den Spieler und für das Casino . Und 1000€ von 8600€ sind nicht fair . Zudem wird bei einem richtigen cap die balance sofort nach wagerende automatisch gecappt . So ist es bei jeder n1/dama Seite . Hier in diesem Fall wurde es erst nach der Auszahlung gecappt.

Hello . The screenshot cannot be uploaded. For whatever reason . I will send this to the email you left me before. P etronela.k@casino.guru

Hallo . Der Screenshot lässt sich nicht hochladen . Warum auch immer . Ich schicken diesen an die email die sie mir zuvor hinterlassen haben . Petronela.k@casino.guru

Hi khalidzaoui53,

Thank you for your email and forwarded screenshots:

Nevertheless, I would like to request you to send the original promotional email to petronela.k@casino.guru. While the screenshot doesn't explicitly mention a maximum cashout in the offer, it also doesn't state that the bonus has "no maximum cashout." Additionally, there is a link intended to guide players to the general bonus terms and conditions on the website.

If the terms and conditions on the website specify a maximum cashout of €1,000, even if the live chat provided information indicating no cashout limit for this bonus, it's important to acknowledge that the terms and conditions always take precedence.

Dear khalidzaoui53,

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.

Hello . You have already told me that there is virtually no chance of demanding the money back. Y what else do you need? I sent you all the screenshots by email 3 weeks ago. greeting

Hallo . Sie haben mir ja bereits gesagt das es quasi keine Chancen gibt das Geld zurück zu fordern Y was benötigen sie noch ? Ich habe ihnen alle Screenshots per email zukommen lassen vor 3 Wochen bereits . Gruß

Hi khalidzaoui53,

I wanted to make sure that the promotional offer you received did not contain any links to specific terms and conditions for the provided bonus. Although the screenshot of your bonus does not explicitly mention a maximum cashout limitation, it appears there is a link that may offer more information and details about the relevant bonus. However, if the link directs to the general bonus terms, it leads to the section I mentioned earlier, which includes a maximum cashout condition of €1,000.

If the link in the screenshot leads to specific terms and conditions, based on which you assumed your bonus winnings would not be capped, please send this promotional offer to petronela.k@casino.guru. However, if it redirects you to general bonus rules, I must reiterate that we may not be able to assist you.

I hope this clarification is satisfactory.

Thank you.

Dear khalidzaoui53,

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.

Hello Petronala. Sorry for the late reply. For me, your last email was a logical explanation for the max cash out under the bonus offer (unfortunately) there is actually a link that leads to the bonus conditions. It says again that each bonus has a maximum cash out of €1000. For me it was a very unfair offer, especially since you had to wager €8,000 to then pay out €1,000 and the support wasn't well informed either. This casino is only good for real money bets 👍🏾. Thank you very much . Can you possibly help me with another case? The value in dispute was €10,000 and is now €5,000. It's about the goodmanncasino. greeting

Hallo petronala . Verzeihe für das späte Antworten . Deine letzte email war für mich eine logische Erklärung für das max Cash out den unter dem bonusangebot ist ( leider ) tatsächlich ein link welcher zu den Bonus Bedingungen führt . Da steht wiederum drin das jeder Bonus ein Max Cash out von 1000€ hat . Für mich ein sehr unfaires Angebot zumal man 8000€ umsetzen musste um dann 1000€ auszuzahlen und auch der Support ist nicht gut informiert . Dieses Casino ist nur für echt Geld Einsätze gut 👍🏾. Danke dir vielmals . Kannst du mir eventuell bei einem anderen Fall helfen ? Streitwert waren 10000€ sind jetzt 5000€ . Es geht um das goodmanncasino . Gruß

Hello Petronela. Do you think you can still save the winnings? A player told me today that you shouldn't let up because the support has expressly written "a Special Bonus without Max Cash out". Do you understand what I mean ? greeting

Hallo Petronela . Meinst du du kannst den Gewinn noch retten ? Mir hat heute ein Spieler mitgeteilt dass man da nicht locker lassen sollte das der Support ausdrücklich geschrieben hat „ a Special Bonus without Max Cash out „ . Verstehst du was ich meine ? Gruß

Hi khalidzaoui53,

I sincerely apologize, but the terms and conditions always take precedence over information provided via live chat. While I fully acknowledge that live chat agents should be better informed and consistently offer players the most up-to-date information, unfortunately, human errors can occur. Therefore, we always advise players to review the terms and conditions before beginning to play to prevent any misunderstandings.

I regret that I cannot offer more assistance. I apologize that we couldn't resolve this matter for you, but please feel free to reach out if you encounter any issues with another casino in the future. For the reasons mentioned above, I must now reject this complaint. Thank you for your understanding.

PS: I see that you've already submitted a separate complaint about GoodMan Casino. We will do our best to assist you with your other issue in the separate complaint.