PrinceAli Casino - Os ganhos de bônus do jogador foram anulados.

Hello,

I have been playing at online casinos for several years and I know all the conditions and rules of these very well.

As usual I made a deposit with Prince Ali having selected a bonus without wager.

I know perfectly well that when playing with an active bonus you cannot exceed 8 € maximum total bet. I'm used to educating myself well and paying attention to that.

So I played without ever exceeding € 8 stake and I started to make good wins. Luck was on my side and I won over € 30,000.

So I asked for a withdrawal of € 2,500. At Prince Ali, the withdrawal limit per week is € 2,500.

Then, as I still had winnings in my balance, I continued to play knowing that my first withdrawal request had been made.

For the occasion I decided to buy some slots bonus being careful not to exceed 8 € of stake. These are the bonuses or free spins offered for purchase for certain games.

In general, for most games, the cost of the bonus is € 20 for 0.20c stake, € 40 for 0.40c stake and so on ...

After 3 days I received an email from Prince Ali's financial department explaining to me that I had violated the deposit bonus rules by having purchased play bonuses and therefore that the cost of the bonus exceeded € 8 stake. . They considered that the cost of the play bonus was also part of the rule of 8 € of stake not to be exceeded.

I have been fully aware for years of the wagering rules when accepting a 40% or 50% bonus ... that casinos offer.

On the other hand, I was never informed that the amount of the game bonus on purchase should not exceed 8 € too.

Knowing that the lowest cost of a game bonus on purchase is € 20 for a stake of 0.20c.

In conclusion, even if your total bet is 8 € or less and you buy a bonus or free spins of games, the casino will remove your winnings because they will take into account the total cost of your purchase of bonus games which will necessarily exceed 8 €.

As a result, Prince Ali's financial service canceled all my winnings (+ € 30,000) including my withdrawal request of € 2,500 knowing that I had not purchased a gaming bonus with these winnings of € 2,500.

It was a cold shower for me!

They even deleted my withdrawal of € 2,500 even though I had respected the rules for these winnings since I started to buy certain free spins game bonuses only after making my withdrawal request.

They don't have to try to sort out or understand, they canceled everything.

I found it extremely dishonest of them not to have at least validated my withdrawal request.

Over € 30,000 in earnings is a lot of money, I clearly felt and finally understood that Prince Ali would look for an excuse not to pay me this amount.

No indulgences on their part.

Finally, be aware that when you make a deposit by selecting a percentage bonus (20%, 30%, 40% ...), you will not be able to buy any bonus or free spins of games unless it costs you 8 € maximum. This is impossible (except rare exception) because in general the minimum cost of a free spins game bonus is 20 € for 0.20c of stake.

Take care, learn all the rules before you play, and good luck!

Bonjour,

cela fait plusieurs années que je joue au casinos en ligne et je connais très bien toutes les conditions et les règles de ceux-ci.

Comme d'habitude j'ai fais un dépôt chez Prince Ali en ayant sélectionné un bonus sans wager.

Je sais parfaitement que lorsqu'on joue avec un bonus actif on ne peut pas dépasser 8€ maximum de mise totale. J'ai l'habitude de bien me renseigner et de faire attention à cela.

J'ai donc joué sans jamais dépassé 8€ de mise et j'ai commencé à faire de beaux gains. La chance était de mon côté et j'ai fais plus de 30000€ de gains.

J'ai donc demandé un retrait de 2500€. Chez Prince Ali la limite de retrait par semaine étant de 2500€.

Ensuite, comme il me restait des gains dans mon solde j'ai continué à jouer tout en sachant que ma première demande de retrait était faite.

Pour l'occasion j'ai décidé d'acheter certains bonus de slots en prenant garde de ne pas dépasser 8€ de mise. Ce sont les bonus ou free spins proposés à l'achat pour certains jeux.

En général, pour la plupart des jeux, le coût du bonus est de 20€ pour 0,20c de mise, 40€ pour 0,40c de mise et ainsi de suite...

Au bout de 3 jours j'ai reçu un email du service financier de Prince Ali m'expliquant que j'avais enfreint les règles de bonus sur dépôt en ayant acheté des bonus de jeux et donc que le coût du bonus dépassait 8€ de mise. Ils ont considéré que le coût du bonus de jeu faisait aussi partie de la règle de 8€ de mise à ne pas dépasser.

Je suis parfaitement au courant depuis des années des règles de mise lorsque l'on accepte un bonus de 40% ou 50%...que les casinos proposent.

Par contre on ne m'a jamais informé que le montant du bonus de jeux à l'achat ne devait pas dépasser 8€ lui aussi.

Sachant que le coût le moins élevé d'un bonus de jeux à l'achat est de 20€ pour une mise de 0,20c.

En conclusion, même si votre mise totale est de 8€ ou moins et que vous achetez un bonus ou free spins de jeux, le casino vous supprimera vos gains car ils prendront en compte le coût total de votre achat de bonus de jeux qui dépassera forcément 8€.

Par conséquent le service financier de Prince Ali m'a annulé tous mes gains (+ 30000€) y compris ma demande retrait de 2500€ sachant que je n'avais pas acheté de bonus de jeux avec ces gains de 2500€.

C'était la douche froide pour moi!

Ils m'ont même supprimé mon retrait de 2500€ alors que j'avais respecté les règles pour ces gains puisque j'ai commencé à acheté certains bonus free spins de jeux uniquement après avoir fait ma demande de retrait.

Ils n'ont pas chercher à trier ni à comprendre, ils ont tout annulé.

J'ai trouvé cela extrêmement mal-honnête de leur part de ne pas avoir au moins validé ma demande de retrait.

Plus de 30000€ de gains c'est beaucoup d'argent, j'ai clairement ressenti et finalement compris que Prince Ali chercherai une excuse pour ne pas me payer cette somme.

Aucunes indulgences de leur part.

Pour finir, sachez que lorsque vous faites un dépôt en sélectionnant un bonus en pourcentage (20%,30%,40%...), vous ne pourrez pas acheter de bonus ou free spins de jeux sauf si celui-ci vous coûte 8€ maximum. Ce qui est impossible (sauf exception rare) car en général le coût minimum d'un bonus free spins de jeux est à 20€ pour 0,20c de mise.

Prenez garde, renseignez-vous sur toutes les règles avant de jouer, et bonne chance!

Dear Sam,

Thank you very much for submitting your complaint. I fully understand how difficult the whole situation must be for you. I carefully checked the Bonus Terms on the website, and this is what I found:

„11.4 If a bonus has been claimed, the maximum bet allowed is €/CAD 8, over the entire game session related benefited from the bonus (both real/bonus balances). This rule also applies to the free spins or bonus-games a player can buy directly from a game since the amount of the purchase is considered as the amount of the bet."

Could you please forward your game history to kristina.s@casino.guru? If there’s any other relevant communication between you and the casino, please forward it as well.

Thank you in advance for your reply.

Best regards,

Kristina

Thank you for your email, Sam. This doesn't look to me like a full game history, but correct me if I am wrong. If this is only a part of your game history, would you be so kind and forward me the rest?

Hello, yes I sent you 2 pages / 900!

For the same date I have 900 pages of game history.

Unfortunately, I couldn't send everything.

However all the other pages look like the ones I sent you.

All my bets are less than or equal to 8 €.

What caused the problem were the few bonus purchases which ultimately came to be regarded as the stake amount.

This is the only rule that I did not know.

Now I know it. To the great regret of having seen all my great winnings disappear: + € 30,000!

They also canceled my request to withdraw € 2,500 which was in order.

Also, the Casino closed my player account at my request.

I don't want to play at Prince Ali's anymore.

It's over.

I would be careful with the bonuses offered by Casinos now.

The ideal is to play reasonably with cash without deposit bonus.

Have a good day.

Bonjour, oui je vous ai envoyé 2 pages / 900 !

Pour la même date j’ai 900 pages d’historique de jeu.

Je ne pouvais malheureusement tout envoyer.

Cependant toutes les autres pages ressemblent à celles que je vous ai envoyé.

Toutes mes mises sont inférieures ou égales à 8€.

Ce qui a posé problème ce sont les quelques achats de bonus qui finalement ont été considérés comme le montant de la mise.

C’est la seule règle que je ne connaissais pas.

Maintenant je le sais. Au grand regret d’avoir vu disparaître tous mes beaux gains : + 30 000€ !

Ils ont aussi annulé ma demande de retrait de 2500€ qui était en règle.

Aussi, le Casino a fermé mon compte joueur à ma demande.

Je ne veux plus jouer chez Prince Ali.

C’est terminé.

Je ferais attention avec les bonus proposés par les Casino maintenant.

L’idéal est de jouer raisonnablement avec de l’argent cash sans bonus sur dépôt.

Bonne journée.

Thank you very much Sam for your reply. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Ok Thank You very much

Hello Sam.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Ok Thank you very much

Hi Sam,

I am in contact with risk management for review of your query. I will respond as soon as possible

Regards,

Levi

Communications Manager

Ok Thanks

Hi All,

Apologizes for the delay in response as the holidays have us a little behind.

As mentioned above by Kristina and clearly stated in the terms and conditions : https://www.princeali.casino/bonus-terms

" 11.4 If a bonus has been claimed, the maximum bet allowed is €/CAD 8, over the entire game session related benefited from the bonus (both real/bonus balances). This rule also applies to the free spins or bonus-games a player can buy directly from a game since the amount of the purchase is considered as the amount of the bet. "

Risk management has responded that this was a clear case of over-bet as the player placed bets of up to 2000 euros. This resulted in cancellation of the full game session.

Terms and conditions : https://www.princeali.casino/bonus-terms

" 11.6 If PrinceAli or Betrust Entertainment B.V realizes that a User has violated one of the conditions above or any other terms and condition of this contract, the Casino can opt for one or more of the following :

- Full bonus balance and real money balance cancellation.

- Cancellation of the full game session.

- Retention of the user's winnings obtained in this game session. "

This case is considered closed and resolved by risk management

Regards,

Levi

Communications Manager

Hello, with over € 30,000 in winnings, my goal was not to violate the rules and conditions of the Casino. Believe me.

I was simply not informed that the bonus purchase amount was considered to be the stake amount.

If I had been warned I would never have bought any bonuses in the games.

I find that not very honest, especially since I had not purchased a bonus for my winnings from my withdrawal request of € 2,500.

The Casino should have paid me these winnings and canceled the remaining balance on my player account.

Too bad for me and perfect for the Casino once again.

Prince Ali never again.

Have a good day.

Bonjour, avec plus de 30 000€ de gains, mon but n’était pas de violer les règles et les conditions du Casino. Croyez-moi.

Je n’étais simplement pas informé que le montant de l’achat de bonus était considéré comme le montant de la mise.

Si j’avais été prévenu je n’aurais jamais acheté de bonus dans les jeux.

Je trouve cela pas très honnête, surtout que je n’avais pas acheté de bonus pour mes gains provenant de ma demande de retrait de 2500€.

Le Casino aurait dû me payer ces gains et annuler le solde restant sur mon compte joueur.

Dommage pour moi et parfait pour le Casino encore une fois.

Prince Ali plus jamais.

Bonne journée.

Dear Sam.

I am very sorry about this situation, but with buying bonus features you have clearly breached the maximum bet rule of the casino. The best practice would be enforcing such a limitation by the system, so you would not be allowed to breach this rule. Unfortunately, your experience is an industry standard and in the future, I highly recommend you to do a detailed examination of bonus conditions for each bonus you claim. I am forced to reject your case.

You have every right not to agree with our decision. Additionally, you can also contact the casino licensing authority (I can help you with that), although I am afraid their opinion would be the same.

Let me know if you have any questions.

Best regards, Jozef

jozef.k@casino.guru