Casino Gods - Os ganhos do jogador com bônus foram cancelados e a conta bloqueada.

Allegedly did not comply with the bonus rules 2x, would have played with 10 and 12 euros! But that's not true, I haven't even played with 5 euros! In the end I had 2,000 euro real money and then the account was blocked!

Habe angeblich 2x Die Bonusregrln nicht eingehalten,hätte mit 10 und 12 euro grspielt! Stimmt aber nicht,habe noch nicht mal mit 5 Euro gespielt! Am Ende hatte ich 2000 euro echtgeld und danach wurde das Konto gesperrt !?

Reply:

Dear Thomas,

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

"The maximum individual stake allowed when using a bonus (until wagering requirements are met) is:

Slots and Video Slots - $5 per bet.

Any other game - $30 per bet.

Failure to follow this may result in forfeiting any winnings."

Are you aware of placing a single bet higher than the maximum allowed? Have you had a chance to download your game history before your account was blocked? If yes, please forward it to my email address: petronela.k@casino.guru and specify which exact bonus you have played. I hope, we will be able to help you with this case as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello Petronela, I sent you an email!

Hallo Petronela,habe Dir eine Email geschickt !

Thank you very much Thomas for providing all the necessary information. I will now transfer your complaint to my colleague Matej 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.

Alright thanks ! Awaiting reply from Matej!

Alles klar...Danke ! Warte auf Antwort von Matej !

Hello Thomas.

I checked your history. The game where these higher bets were issued has a bonus minigame feature:

This slot game has a side game too. The side game can be triggered when you place an additional bet. It’s a complex, but a fun minigame with different levels which promises excellent prizes. 

The in-game feature is counting too for determination value of the bet. So if you play a minigame on this slot and make additional bets (in-game feature), it will be shown in history as one round. (and casino counts it as one round)

Could it be this case?

Hello Matej, no that can't be the case, because you only get the 15 Euro bet if you play without the grouse shooter! If you play with it, you will not get the exact stake of 15 euros!

the times are very interesting, I mean the distances between the spins and the most interesting is the time between the spins 15 euros - 5 euros so the 15 euro spin is at 9:12:50 pm and the next spin for 5 euros is here 12:50:52 pm You changed the amount in 2 seconds and made a new spin! Isn't that possible? We have now re-enacted the gameplay, a good friend (IT expert) on a high speed computer and it was impossible to do it in 2 seconds! I have already informed the casino via email! I just don't get an answer to this statement! We will now try again on my computer and record it! Maybe then I should contact the regulator and Malta! What do you mean matej

Hallo Matej,nein das kann gar nicht der Fall sein,denn Du kommst auf die15 Euro Einsatz nur wenn Du ohne den Moorhuhn Shooter spielst! Spielst Du mit,dann kommst Du nicht auf den genauen Einsatz von 15 Euro !

sehr interessant sind doch die Zeiten,ich meine die Abstände zwischen den Spins und höchstinteressant ist die Zeit zwischen zwischen den Spins 15 Euro - 5Euro also der 15 euro Spin ist um 21:12:50 Uhr und der nächste Spin um 5 Euro steht hier um 12:50:52 Uhr.D.h.ich habe in 2 Sekunden den Betrag gewechselt und einen neuen Spin gemacht ! Das geht doch gar nicht !? Wir haben den Spielverlauf jetzt auch nachgestellt,ein guter Bekannter(IT Experte) auf nem High Speed Rechner und es war unmöglich dieses in 2 Sekunden zu schaffen ! Hab dieses auch schon dem Casino per Mail mitgeteilt ! Nur bekomme ich keine Antwort auf diese Feststellung !? Wir werden den Versuch jetzt auf meinem Rechner nochmal machen und es auch aufzeichnen! Vielleicht sollte ich dann die Aufsichtsbhörde und Malta kontaktieren ! Was meinst Du Matej ?

I would suggest to give them a chance to recheck the game log before you start to complain to the regulator.

Please Casino Gods representatives - could you look what happened in this case and give us better clarification?

here is my last email to Casino Gods, it was 2 days ago!

Hey Casino Gods team,

I just got back from my friend (IT expert, software developer and former employee at Bally Wullf)

I have now received my alleged course of the game from you and we noticed that something is wrong with the times ...!?

I did my unauthorized spin of 15 euros at 21:12:50, my next spin of 5 euros at 21:12:52 ... so 2 seconds later!

Unfortunately, this is absolutely impossible, we have re-adjusted the course of the game and measured the time! After several attempts we found that it was impossible

To do this in 2 seconds, I mean switch bet and next spin! We tried it on a high-speed computer and it was impossible to do in 2 seconds, we

will try again with my computer, we will record it, I am sure that the time will be even slower!

Also, please take a look at the other times with the 2.50 Euro spins, there are 3 seconds between!

I would therefore like to ask you to take a look at the whole process again! I don't want to accuse anyone of cheating either, but something is wrong here somewhere!

I hope to receive an answer from you soon!

Best regards

Thomas Johanshon

hier meine letzte Mail an Casino Gods,diese war vor 2 Tagen !

Hey Casino Gods Team,

bin gerade zurück von meinem Bekannten ( IT Experte,Software Entwickler und ehemaliger Mitarbeiter bei Bally Wullf )

Ich habe ja nun meinen angeblichen Spielverlauf von Euch zugesendet bekommen und uns ist aufgefallen,das da was mit den Zeiten nicht stimmt...!?

D.h. Meinen unerlaubten Spin von 15 Euro habe ich um 21:12:50 getätigt,meinen nächsten Spin mit 5 Euro um 21:12:52...also 2 Sekunden später !

Das ist leider absolut unmöglich,wir haben den Spielverlauf genauso nachgestellt und die Zeit gemessen! Wir mussten nach mehreren Versuchen feststellen, das es unmöglich ist,

dieses in 2 sekunden zu schaffen,ich meine damit Einsatz wechseln und nächsten Spin ! Den Versuch haben wir auf einem Highspeed Rechner gemacht und es war in 2 sekunden unmöglich zu schaffen,wir

werden den Versuch nochmal mit meinem Rechner machen,diesen werden wir aufzeichnen,ich bin mir sicher das die Zeit noch langsamer sein wird !

Auch schaun Sie sich Bitte mal die anderen Zeiten mit den 2,50 Euro Spins an,da liegen überall 3 Sekunden zwischen !?

Ich möchte Sie daher bitten,sich noch einmal den ganzen Verlauf anzuschauen ! ich möchte auch niemanden des Betruges bezichtigen,aber irgendwo ist hier was faul !

Ich hoffe auf eine baldige Antwort von Ihnen !

Beste Grüsse

Thomas Johanshon

Please look at the game again and the times that are in my game play, it play after (goes without real money 😉)

What do you think afterwards ... There's something wrong!?

I can't tell you 99.9% but 100% that I didn't do this spin!

So what can I do now Matej and what do you think about it ... honestly?

Bitte schau Dir das Spiel nochmal an und die Zeiten die in meinem Spielverlauf stehen,spiel es nach ( geht auch ohne Echtgeld 😉 )

Was denkst Du danach...Da stimmt doch etwas nicht !?

Ich kann Dir nicht zu 99,9% sondern 100% sagen,das ich dieses Spins nicht getan habe !

Also was kann ich jetzt tun Matej und wie denkst Du darüber...mal ganz ehrlich !?

Honestly, I will tell you after I hear all the sides. It would be unprofessional to write here some conclusion based only from your data. We will see what the casino bring into the discussion. 

Of course I understand that! Then let's wait for the answer from the casino for my last email!

Das verstehe ich natürlich ! Dann warten wir mal die Antwort vom Casino auf meine letzte E-Mail ab!

Btw. The data / game history are not created by me, but was sent to me with the red underlined from the casino!

Btw.die Daten/Spielverlauf sind nicht von mir erstellt,sondern wurde mir ganauso mit dem rot unterstrichenem vom Casino zugesandt !

Dear Thomas/ Matej,

Thank you for contacting us regarding this issue.

I have reviewed the case and can see that there were two bets placed with bonus funds of 10EUR and 15EUR.

Unfortuantley, this is breaching our General Bonus Terms and Conditions 10. The maximum individual stake allowed when using a bonus (until wagering requirements are met) is:

Slots and Video Slots - €5 per bet.

Due to this, we removed the winnings and returned the deposit to the account for a second chance to win.

Apologies if this is not the outcome you hoped for, but we have to comply with our Terms and Conditions.

Thank you!

Hello Matej, I got this mail too! Now there was no mention of the course of the game and my mail!

What can we do now ?

Hallo Matej,diese Mail habe ich auch bekommen ! Nun wurde da gar nicht auf den Spielverlauf und auf meine Mail eingegangen !

Was können wir jetzt machen ?

I've checked your game log carefully, and I found more rounds where the difference was only 2s and even with 1s difference between rounds. Unfortunately, in this situation, we are out of options—the game log what casino provided looks genuine. Therefore the cancellation of winnings legitimate. If you are not aware that you made a €10 and €15 bet, you should submit a complaint to the regulator (Malta Gaming Authority) They have more options how to examine your game log and verify if it is genuine. (through a game provider)

I am very sorry that we were unable to help you more. Please let me know if you will submit your complaint to the regulator. We will close the complaint accordingly when you receive an answer from the regulator.

Hello Matej, it looks like I used the risk ladder! I can't say for sure, but I don't want to accuse anyone of fraud or manipulation right now! Therefore I would like to reject the matter now! Thank you for your help !

Hallo Matej,es sieht so aus als hätte ich die Risiko-Leiter benutzt! ich kann es nicht genau sagen,aber ich möchte jetzt niemanden des Betruges oder Manipulation beschuldigen ! Daher möchte ich die Sache jetzt verwerfen ! Danke für Deine Hilfe !

As per Thomas29 decision, we are rejecting a complaint.

I wish you good luck in your next game and thank you for using the Casino Guru complaint resolution center.