ReadyCasino - Disputa sobre o limite de ganhos de bônus no cassino.

Dear CasinoGuru Team,

Unfortunately, I need your assistance with this new casino.

I made a total of 3 deposits totaling 320 Euros and was finally lucky enough to come out with 360 Euros.

When I converted the bonus turnover, my account balance was reduced to 20 (!!!) Euros instead of the nearly 360 Euros.

I have tried multiple times to resolve this issue with the casino, to no avail. They claimed that the maximum winnings were 20 Euros and when I asked where this was stated in their terms and conditions, they pointed me to a section regarding the no deposit bonus.

However, these winnings originated from the "third deposit bonus" !

As you can see from the chat, the casino says that it is permissible to pay a maximum of 20 Euros from the deposit bonus without mentioning this anywhere.

I sincerely hope you understand the issue and can mediate here so that the casino credits my 360 Euros.

Liebes CasinoGuru Team,

leider benötige ich ihre Hilfe in Zusammenhang mit diesem neuen Casino.

Ich tätigte total 3 Einzahlungen über 320 Euro und hatte endlich das Glück, bei 360 Euro rauszukommen.

Als ich den Bonusumsatz umsetzte, wurde mein Kontostand auf 20 (!!!) Euro reduziert statt der knapp 360 Euro.

Ich habe mehrmals versucht mit dem Casino dies zu lösen, ohne Erfolg. Es wurde gesagt, maximum Winnings seien 20 Euro und als ich nachfragte, wo das in ihren AGB steht wurde mir eine Passage gezeigt, welche No deposit bonus betrifft.

Meine Gewinne stammen aber aus dem "third deposit bonus" !

Wie Sie dem Chat entnehmen können, sagt das Casino es sei zulässig auch aus dem Depositbonus maximal 20 Euro auszuzahlen ohne das man dies irgendwo erwähnt.

Ich hoffe sehr Sie verstehen das Problem und können hier vermitteln, damit das Casino meine 360 Euro gutschreibt.

Hello hugbear,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with ReadyCasino. 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? When exactly did you deposit and did you claim any bonuses since your last deposit? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nick 🙂

I think my screenshots were lost in the first post, I'll post them again

I don't have kyc yet, I have uploaded the documents but the casino only checks them when there is a withdrawal request.

You can see when the deposits were made in the screenshots 🙂

Hallo Nick 🙂

ich glaube meine Screenshots gingen im ersten Beitrag verloren, ich werde diese nochmal

kyc habe ich noch nicht, ich habe die Dokumente hochgeladen aber das Casino prüft diese erst bei einer Auszahlungsanfrage.

Wann die Einzahlungen waren kannst Du den Screenshots entnehmen 🙂

Hi,

I were just informed about this, I do apologise for you struggles, this is not the experience we want our players to have, please bare with me, while I looking into this, will update shortly

Hi again, thank you for your patience,

I now have some time to look into this matter.

The issue is that the money was won with the third deposit free spins bonus, not the third deposit. But since this was not clearly communicated to you, we have decided to give you the release of the 340€ - We will sort it out now, but please give me one day to process this since this is the first time we have had this issue.

Hello hugbear,

Please let us know as soon the money hits your balance from the casino.

Hello,

Unfortunately the payment has been pending for 2 days.

I will inform you here as soon as I receive it.

Hallo,

die Auszahlung ist leider seit 2 Tagen pendent.

Ich werde sofort hier informieren, sobald ich es erhalten habe.

Hello,

Thank you once again for your great placement service. I have now received my money.

Dear ReadyCasino team, even if you are new, you are part of a big player in the casino industry. I would like you to set up appropriate processes so that such a problem can be solved directly with your chat agents in the future. It can't be that there isn't a limit anywhere in your terms and conditions and your chat agent then says it doesn't need to be mentioned. My request was apparently forwarded to "the manager" several times and unfortunately the decision was not made in the customer's favor.

Anyway, thank you very much that it has now been solved here and that you have worked here. All the best for your future!

David

Hallo,

vielen Dank einmal mehr für euren tollen Vermittlungsservice. Ich habe mein Geld nun erhalten.

Liebes ReadyCasino Team, auch wenn ihr neu seid, gehört Ihr ja zu einem grossen Player der Casinobranche. Ich würde mir wünschen, dass Sie entsprechende Prozesse einrichten, dass ein solches Problem in Zukunft direkt mit euren Chat Agenten gelöst wird. Es kann nicht sein, das nirgendwo in euren Bedingungen eine Begrenzung steht und euer Chat Agent dann sagt, es sei auch nicht nötig zu erwähnen. Meine Anfrage wurde ja offenbar mehrmals an "den Manager" weitergeleitet und es wurde leider dennoch nicht zu Gunsten des Kunden entschieden.

Wie auch immer, herzlichen Dank dass es nunmehr hier gelöst wurde und Ihr hier mitgearbeitet habt. Alles Gute für eure Zukunft!

David

Dear hugbear,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Casino.Guru