DrueckGlueck Casino - Os ganhos do jogador foram anulados.

Hello everyone,

so i'm raising the complaint now against this online casino after reaching a balance of 450 USD and decided to withdraw the amount i got an error mentioning that i cannot execute the withdrawal with an active bonus. So let me explain you further the situation. I created the account at random on the 4th of november and made a deposit of 50 USD which my first and unique deposit there. I wanted to try my luck there and play some live black jack rounds. So honestly i didn't asked for any kind of bonuses and started playing without checking my balance. But like after two or three rounds i noticed something wrong with the total available amount for wagering. But out of nowhere there‘s 50$ credited. I checked my balance and noticed that it‘s credited to bonus balance and my real money balance is still increasing so i continued playing with the feeling that everything is okay and once i reached the amount i wanted to win i contacted immediately one employee to self exclude myself remove the bonus and request a withdrawal of 450$. I was really disappointed where i got informed that all my winnings will be voided since i played with a bonus that i never ever activated or requested and just popped out of nowhere. Both screenshots that describes the situation better where you could see that it's a real balance and there's no restriction are attached in this email. Even i raised an internal complaint by this casino but indeed no answer back so i'm kindly looking for a resolution to this matter where i get the full amount 450 USD withdrawn and my account deleted respectively closed.

Hello rad234,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with DrueckGlueck Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Is the bonus or the time of the claim visible in your bonus history? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello rad234,

In case a bonus which you did not claim appeared, you have to contact the casino support to remove it before even using it. Once you use it, it mix your funds the real and bonus money and may cause such issues.

Hello Nick,

so in such a case how can i proceed exactly now especially when i contacted them to get a friendly resolution and see how things will be solved and even i raised an internal complaint with no further updated regarding it.

Once again i would like to thank you for your support and i’ll be looking forward to hear from you back.

Best regards,

rad234

Hello rad234,

Did the casino mention why did they void your balance or was it simply because you did not finish the wagering?

If it is based only on wagering, the casino should have allowed you to finish the bonus not to void your balance. However if there's been a breach of terms during the bonus play, like for example betting over the maximum allowed amount, they had right to confiscate the money.

Please forward the communication between you and the casino to nikolas.b@casino.guru.

Hello rad234,

What do you mean by self excluded yourself? How can you access your account if you are self excluded? Was the exclusion initiated because of gambling addiction?

Hello Nick,

so the first time i initiated a temporary exclusion of one week from the portal of my profile (it's like the account is frozen and i can only see updates regarding my balance and withdrawals without the ability of depositing real money or gamble through that time frame) But after there was a dispute so i was obliged to raise an internal complaint to the casino where i stated the fact of self exclusion and excepting them to find an amicable resolution to this matter where i get the amount credited and a definitive closure of my casino account. But that was in vain and the only change i can see is the fact that i can still access the account with prohibited access to all casino games. And even if i try to withdraw the money it's always the same error popping out:"You cannot withdraw while having active bonuses. If you did not use your bonus funds, please contact support who can cancel the bonus and allow a withdrawal. IF you did use your bonus funds and want to withdraw, you can request to cancel your bonus. However, any winnings generated from it will be cancelled."

That's why i'm really relying on your help so we could resolve this matter amicably and close the casino account definitely.

Once again i would like to thank you for your time and would like to take this opportunity to wish you a merry Christmas and a Happy New Year.

Best regards,

rad234

Hello rad234,

Happy New Year as well. Can you also please forward the e-mail where you requested the self exclusion? Please also understand that without mentioning gambling addiction, the casino just closed your account - this can be reversed by the player or by the casino anytime.

Also if you received a unwanted bonus and already played with it, it will need to be canceled most likely so you will be eligible to receive only your deposited amount back.

Good morning Nick,

so i talked previously with the ADR responsible for this casino which is eCogra. They told me that i have to wait 8 weeks and they can investigate further the case under the hope to reach an amicable solution in my favor. Honestly speaking it is a big injustice how they treated me and i don't want them to void the win i reached. What do you think ? should i wait or is there a chance to get part respectively the total of amount while pursuing the case with you in Casino Guru.

Once again i would like to thank you in advance for your time and cooperation and i'll be so glad to hear from you back.

best regards,

rad234

Hello rad,

Can you also please forward your betting history to nikolas.b@casino.guru?

Good evening Nick,

i just requested the betting history via email to be sent since something weird is happening with my casino account where i can't retrieve the complete gaming history. I'll just past it out to you once i get the final version provided from the casino's relevant team.

Best regards,

rad234

Hey Nick,

i just sent you the full gambling activity provided from the casino per Email.

I'll be looking forward to hear from you back.

Best regards,

rad234

Hey Nick once again,

i found this in the gaming history just to prove that the reached winnings has nothing to do with the bonus it's mentioned that bonus payouts are 0 usd

Thank you rad for all the information provided so far. We will definitely need more details regarding your case, preferably directly from the casino, so I will now forward your complaint to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello rad324,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite DrueckGlueck Casino to join the conversation and participate in the resolution of this complaint.

Dear DrueckGlueck Casino,

Can you please provide further information regarding the player's use of the bonus? Can it not be canceled?

Kind regards,

Adam

Hello rad324,

I have made contact with the casino via Skype, and the case is being discussed. As I have requested further information from them, I will extend the timer while we await a reply.

Kind regards,

Adam

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’ which may negatively affect its rating.

Hello rad324,

The casino has informed me that they have sent your betting history to you via e-mail. Could I ask you to please forward this to me also (adam.m@casino.guru)?

Kind regards,

Adam

Dear Adam,

i just sent you the email with the requested full betting history.

Many thanks for your support.

Best regards,

rad234

Hello rad324,

I have reviewed the supplied evidence, and now await a further response from the casino.

I will adjust the timer accordingly.

Kind regards,

Adam

Hello rad324,

I am sorry to inform you that I still do not have any further update for you, I have again contacted the casino to ask them to clarify some details regarding the bonus that was received and how your winnings have been accumulated.

I will post an update here as soon as possible, and thank you for your continued patience.

Kind regards,

Adam

Hello rad324,

I have not received a further response from the casino until today, and this is due to illness. As such, it is only fair for us to allow more time for the requested information to be provided.

As mentioned, I will of course update here as soon as I know more.

Kind regards,

Adam

Hello rad234,

I have received further information from the casino regarding this case, and it is still being reviewed. In the meantime, I would like to ask you to clarify something for me.

According to your previous statements, the bonus of $50 was added to your account without your knowledge. Can you please explain what the bonus of $13.75 was? It seems that this has been added on the same day (4.11.2022), was your withdrawal requested while this amount was active also?

Kind regards,

Adam

Dear Adam,

thank you for your quickest reply.

The 13,75$ were gained through a free spins rounds after hitting the total amount 450$. Normally this bonus should be visible on the full gambling history if ever you noticed the time when they got credited and they have no relation to the reached winnings 450$.

I wanted to cancel the bonus gained from the free spins but it was in vain.

Exactly the withdrawal request was on the same day 4.11.2022 while both bonuses from the free spins 13,75$ and 50$ were active.

I‘ll be looking forward to hear from you back with nearest information

Best regards,

rad234

Dear rad234,

This case has been discussed at great length with the casino, and all of the information provided has been reviewed.

Unfortunately, I must inform you that we are unable to assist you any further with this case.

You stated that the bonus was credited automatically, but the problem is that even if you had not realized the bonus balance had been added and not used the bonus balance to wager, you have used the free spins which are a bonus also. It is not possible to make a withdrawal prior to completing the wagering requirement for the active bonuses on your account unless you forfeit all winnings gained while the bonus is active.

I would usually recommend that the casino allow you to complete the wagering requirements and then request a withdrawal, but this is not possible due to the fact that you have self-excluded and stated you are a problem gambler.

Self-exclusion should always be taken seriously, and to be effective it must not be reversed once implemented. Therefore, I am afraid there is nothing that can be achieved in this situation and the complaint will be rejected.

I am sorry I could not be of more help on this occasion.

Kind regards,

Adam