Nevada Win Casino - Jogador acusado de 'abuso de bônus', ganhos confiscados.

Hello ,

I am a player from Germany. Unfortunately, the field "Where do you live "? do not change.

Here my problem. I used a 100% bonus at Nevada Win and won 7800. After that I fulfilled the turnover conditions, 7178 euros remained, after that I requested the payout.

Now I got an email accusing me of "bonus abuse" for playing low volatility slots to meet the wagering requirements. However, the games (Jack Hammer and Lucky Joker 10) were not on the list of restricted games with bonus money. To be on the safe side, I even asked in the live chat beforehand whether I could play the slots. I'm happy to attach the screenshots.

Now my winnings are canceled and my account is blocked.

I ask for your help

Best regards

Ruben G

Hallo ,

ich bin ein Spieler aus Deutschland. Konnte leider das Feld "Wo leben Sie "? nicht ändern.

Hier mein Problem. Ich habe bei Nevada Win einen 100% Bonus genutzt und 7800 gewonnen. Danach habe ich die Umsatzbedingungen erfüllt, 7178 Euro blieben übrig, danach habe ich die Auszahlung beantragt.

Nun bekam ich eine Email, in der mir "Bonusmissbrauch" vorgeworfen wurde, da ich um die Umsatzbedingungen zu erfüllen Slots mit geringer Volitalität gespielt habe. Die Spiele (Jack Hammer und Lucky Joker 10) standen aber nicht auf der Liste der eingeschränkten Spiele mit Bonusgeld. Ich habe sogar um sicherzugehen im Livechat vorher gefragt, ob ich die Slots spiele darf.Die Screenshots kann ich gerne noch anfügen.

Nun ist es so, dass meine Gewinne storniert sind un mein Account ist gesperrt.

Ich bitte un, um Ihre Hilfe

Mit freundlichen Grüßen

Ruben G.

Thanks in advance.

Danke im Voraus.

Hello Rubeng93,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Nevada Win 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 if yes, since when exactly? Was this your first ever bonus in the casino? When was the last time you spoke to the casino and what was it about? Did they specify the exact reason of voiding your balance?

Looking forward to your answer.

Regards,

Nick

Hello Nick,

Yes my account has been verified since Fri 23rd June 2023. I have played a few bonuses at the casino before but haven't won yet. So this was my first win. I recently had to have my account verified for the payout. I emailed the casino on Tue 6/27 to inquire about my payout. A day later, the email came with the cancellation and blocking of my account

I can send you a screenshot of the email I received from the Nevada Win finance department. That's the exact reason.

Best regards

Ruben G

Hallo Nick,

Ja mein Konto ist verifiziert seit Fr den 23. Juni 2023. Ich habe vorher schon ein paar Bonusse im Casino gespielt, aber bisher noch nicht gewonnen.Das war jetzt also mein erster Gewinn. Für die Auszahlung musste ich auch erst kürzlich mein Konto verfizieren lassen . Ich habe am Di den 27.06 dem Casino eine Email gesendet, um mich um meine Auszahlung zu erkundigen. Einen Tag später kam die Mail mit der Stornierung und Sperrung meines Accounts

Ich kann Ihnen ein Screenshot von der Email schicken, die ich von der Nevada Win Finanzabteilung bekommen habe. Darin steht der genaue Grund drin.

Mit freundlichen Grüßen

Ruben G.

Hello,

The timer has expired, so I'll get back to you. Will my complaint still be processed?

Hallo,

Der timer ist abgelaufen, weswegen ich mich nochmal melde. Wird meine Beschwerde noch bearbeitet?

Hello Rubeng93,

Sorry for the late respond as I was out of office for a few days. As the casino should not void your winnings or block your account before paying you out for such reason, your complaint will be now forwarded to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on and will try to get in touch with the casino.

Wish you best luck resolving it.

Regards,

nick

Hello,

all right little problem. Many thanks for your help.

Greetings Ruben G.

hallo,

alles klar klein Problem. Vielen Dank für eure Hilfe.

Grüße Ruben G.

Hello Rubeng93,

I'm Michal and I have taken over your complaint. I have reviewed this case and from our point of view, we believe the reasoning from the casino to confiscate your winnings only because you have lowered your bet after a bigger win is not what a fair casino should do. I will contact the casino to shed more light on this matter.

We would like to invite Nevada Win Casino to join the conversation.

Dear Nevada Win Casino,

Can you please confirm if the only reason why the player's winnings have been confiscated is the change in bet sizes? What prompted you to label a player as a bonus abuser when they have not played a restricted game, have not breached the max bet rule, and finished the wagering as it's required for the set bonus?

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.

Hi,

Apologies for the delay in our response due to our industry conferences. I have thoroughly investigated this matter and consulted with our risk management team. Our team confirms that the player in question indeed violated our terms and conditions. It is important to note that our rules explicitly state the restrictions on the style of play that the player engaged in. These rules are clearly outlined in our terms and conditions, as well as our bonus terms and conditions, which the player agreed to upon accepting the generous bonuses we provided.

7.2 The bet with minimal risk is not allowed to contribute to the promotion, including bonus wagering requirements or the accumulation points. A user who deliberately using a tactic of setting minimum risk to qualify the bonus into real money, are at risk of having their bonuses, cash prizes and any gain canceled. By minimal risk bet, we mean that any bet placed with the clear intention to obtain a high betting volume with minimum risk will be considered abusive to the bonus offer. Example: simultaneous bet on black and red on roulette, or covering the vast majority of the table / Start playing to a High volatility slots until a winning and continue to low volatility slots to finish the wagering requirements / Bet on a high volatility machine until a win then continue on low volatility machines to complete the wagering requirements.

I have also engaged in comprehensive discussions with Casinoguru and our management team regarding this complaint. Ultimately, it was the decision of the casino to close the player's account. However, as a gesture of goodwill, we will refund the player's last deposit. While we understand Casinoguru's position on this issue, it is worth noting that this offense was a repeated occurrence across three of our brands.

Levi Hogan

Communication manager

Hello,

I find this rule quite unfair to the player. I also asked the support via the live chat beforehand if I could play the games with bonus money and he agreed. (screenshots below)

I had a wager of €12000. How am I supposed to convert such a high amount?

Also, the game Jack Hamer, which I mainly used to convert, has medium volatility, not low volatility (see link below)

https://casinoguru-de.com/Jack-Hammer-Slot-Freispiele

Ruben G

Hallo,

Ich finde diese Regel ziemlich unfair gegenüber dem Spieler. Außerdem habe ich vorher den Support über den Livechat gefragt, ob ich die Spiele zum umsetzen mit Bonusgeld spielen darf und er stimmte mir zu. (Screenshots unten)

Ich hatte ein Wager von 12000 €. Wie soll ich den sonst einen so hohen Betrag umsetzen?

Außerdem hat das Spiel Jack Hamer,welches ich hauptsächlich zum umsetzen benutzt habe eine mittlere Volitaliät,keine niedrige Volitalität (siehe Link unten)

https://casinoguru-de.com/Jack-Hammer-Slot-Freispiele

Ruben G.

Hello Rubeng93,

I want to respond to your post even though I've already provided you with the management's response out of courtesy. Our customer support is here to assist you, but I must mention that when you reached out for support, You only inquired about the possibility of wagering on the slot, which suggested that you might have been aware of the potential violation of our terms and conditions, of which our support was not aware. It's essential to note that our support team isn't responsible for risk management and doesn't have the ability to assess risk factors related to your query. However, if you directly ask, they can guide you to our terms of service.

Regarding Netent's game Jack Hammer, I must clarify that this game is classified as low volatility, as stated on NetEnt's official website https://games.netent.com/video-slots/jack-hammer/ RTP - 96.96% / Volatility Low /

Release Year 2010. Therefore, your statement in the post is incorrect.

While I understand that you may feel the rule is unfair, it remains a crucial priority to abide by the terms and conditions while playing at any online casino. These rules and limits are established and agreed upon before offering you the generous bonuses.

Best regards,

Levi,

Communications Manager.

Hello Nevada a casino,

I asked a week ago to send me the game history but I haven't received anything yet. Can you please send them to me.

Greetings Ruben

Hallo Nevada ein casino,

Ich habe vor einer Woche angefragt mir die Spielehistorie zu senden aber ich habe noch nichts bekommen. Können Sie diese bitte an mich senden.

Gruss Ruben

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.

Hi,

Do know, I have queried our support team to forward this information.

Best regards,

Levi,

Communications Manager.

Dear Levi / Nevada Win Casino,

Even though I acknowledge that rule 7.2 exists in your casino terms and conditions, I must question the basis of the assumption that the player gained an unfair advantage by switching from high-risk betting to low-risk betting after a significant win. This behavior is quite reasonable, as individuals, even those who enjoy gambling, tend to become cautious after experiencing winnings, fearing potential losses.

It is important to note that all casino games incorporate a house edge, ensuring the casino's profitability even when players place low-risk bets. Hence, there is no valid reason for penalizing such gameplay.

I kindly request that you reconsider your decision. According to our fair gambling codex, such rules are not deemed fair, and we firmly believe the player is entitled to their winnings, as long as no other rules were violated.

Thank you for bringing your concerns to our attention regarding our decision on your gameplay. We appreciate your acknowledgment of rule 7.2 in our casino terms and conditions. However, upon reviewing the player's account and actions and gaming activity across our other brands, we stand by our initial decision.

We understand that switching from high-risk betting to low-risk betting after experiencing a significant win may seem like a natural response to safeguard your winnings. However, we would like to clarify the basis of our decision to deem this behavior as a violation of our terms and conditions.

As stated by the player in a previous post, the player mentioned having a wager of €12,000 and expressed concern about converting such a high bonus wagering requirement. This statement implies that the player’s decision to switch to low volatility games was primarily motivated by completing the substantial bonus wagering requirement rather than mere caution after winning.

While we do recognize that casino games incorporate a house edge to ensure profitability bonuses given do not afford this same edge. It is crucial to understand that bonuses and promotions are offered to enhance the gaming experience and provide additional excitement to our players. The terms and conditions associated with these bonuses are in place to maintain fairness, protect against bonus abuse / bonus hunting, and ensure that all players are given an equal opportunity to enjoy the benefits.

Switching to low-risk bets strategically to meet wagering requirements can be seen as exploiting the bonus, as it guarantees a certain level of profit while reducing the associated risks. Such behavior goes against the spirit of fair play and may be considered as bonus manipulation.

Our decision to enforce the terms and conditions in this case is aimed at upholding the integrity of our bonus offerings and creating a level playing field for all our customers. It is not about penalizing low-risk bets but rather ensuring that our bonuses are used as intended.

We encourage responsible gaming and are committed to providing transparent and reliable information to all our players. Having said that, we also hold our players to a responsible standard, expecting them to understand and adhere to the limitations outlined in our bonus terms and conditions.

Best regards,

Levi,

Communications Manager.

Dear Levi / Nevada Win Casino,

Were you able to send the player's full game log to the player?

Hi Michal,

Do know, the player can request this information from support@nevadawin.com

Best regards,

Levi,

Communications Manager.

After a throughout discussion and consideration of all the facts, we have come to the following conclusion:

We consider the term that forbids lowering the bet after a big win to be unfair. This term is meant to protect casinos against bonus hunters, but this pattern is common for recreational players. At the same time, it is not necessary for successful bonus hunting because it impacts only the volatility of the strategy and not long-term expectations. If such a rule would be used against recreational players, that would be unacceptable for us. However, in this case, there are strong indications that this player is not a casual player, so we understand that the casino wants to be strict in applying the rules. So there are valid arguments that support both sides. According to our company policy, a complaint cannot be rejected because of the application of the rule, which is marked as unfair by us. So we will close this complaint as unresolved, but we will give only a small amount of black points to the casino.

Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

Best regards

Michal