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

I received a bonus and wagered it, after which I had my account verified. Everything has been confirmed. My withdrawal request was rejected, my account set to 0. The reason is that I allegedly violated the bonus regulations, which stipulate that a maximum of 30% of the bonus amount may be used in a single game. But I never did this. My maximum bet was €1.40 per spin. In the meantime I have written 4 emails, none of which have been answered. Very strange. (My deposit was €25 and I received a bonus of €118.75).

Ich habe einen bonus erhalten und diesen auch umgesetzt, danach ließ ich mein Konto verifizieren. Wurde alles bestätigt. Mein Auszahlungsantrag wurde abgelehnt, mein Konto auf 0 gesetzt. Die Begründung ist, dass ich angeblich gegen die Bonusbestimmungen verstossen haben soll, welche vorschreiben, dass man maximal 30% des Bonusbetrages in einem Einzelspiel einsetzen darf. Dies habe ich aber nie getan. Mein höchster Einsatz waren 1,40€ pro spin. Mittlerweile habe ich 4 mails geschrieben, welche alle nicht beantwortet wurden. Sehr merkwürdig. (Meine Einzahlung war 25€ und ich habe einen bonus von 118,75€ erhalten).

Dear Rudi,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration.

I carefully checked the Bonus Terms on the website, and this is what I found (here):

„Radiocaz reserves the right to withhold any withdrawals and/or confiscate all winnings and Bonuses for irregular play. "Irregular play" may include, inter alia:

Placing bets equal to or greater than 30% of the value of the deposit ( or Bonus, Cash, VIP points, Free Spins) on other games than Slot Machines.

Buying in-game functions at a "price" equal to or greater than 30% of the value of the deposit (or free bonus or cashback) credited to the player account."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet.

Please do not hesitate to forward your game and bonus histories along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

Thank you in advance for your reply.

Best regards,

Petronela

Thank you for your quick comment. Again for clarification: I only played slots. I have completely fulfilled the wager requirements. Could it be because I used the buy function for 20 spins of €27.90 in the game "The golden owl of Athena"? This results in a bet of €1.395 per single spin. The complete amount is displayed in the transaction table, although this applies to 20 spins.

Thank you in advance and I remain

Best Regards

Rudy G***

Vielen Dank für Ihre schnelle Stellungnahme. Nochmals zur Klarstellung: Ich habe nur an slots gespielt. Die Wagerbedingungen habe ich komplett erfüllt. Könnte es vielleicht daran liegen, dass ich im Spiel "The golden owl of Athena" die Kauffunktion über 20 spins von 27,90€ genutzt habe? Pro Einzelspin ergibt sich dann ein Einsatz von 1,395 €. Bei der Transaktionstabelle wird der komplette Betrag angezeigt, obwohl dieser eben für 20 spins gilt.

Vielen Dank im Voraus und ich verbleibe

mit besten Grüßen

Rudi G***

Dear Rudibus,

I'm afraid that buying in-game functions at a "price" equal to or greater than 30% of the value of the deposit counts as a single bet and therefore, breaches the rule about the maximum bet allowed.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear Rudibus,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.