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I received 20 free spins in the game Hula Balua (ELK) due to moving up in the VIP LVL System with a value set at 0.2€. These free spins were wager-free and yielded approximately 43€. According to the bonus conditions, the maximum win from wager-free spins is 50€, so my winnings were below this limit. I continued playing the same game with real money and eventually won 500€, which I then attempted to withdraw. A day later, my withdrawal was cancelled and the balance cut from 500€ to 50€. The casino justified this by stating my winnings from free spins were capped at 50€. This has absolute no correlation to what happened and the casino has unjustly cut my balance and refuses to rectify it.

Ich habe wegen dem Aufsteigen im VIP LVL System 20 Freispiele im Spiel Hula Balua (ELK) auf 0,2€ erhalten. Diese Freispiele haben ungefähr 43€ gezahlt und waren Wager Free. Laut Bonusbedingungen ist der höchste Gewinn aus Freispielen ohne Umsatzbedingungen 50€. Hier war ich also unter dieser Grenze. Im weiteren Spielverlauf habe ich mit dem echten Geld weiter im selben Spiel gespielt und letztendlich 500€ gewonnen, welche ich daraufhin auszahlen wollte. Meine Auszahlung wurde ein Tag später abgebrochen und die Balance von 500€ auf 50€ gekürzt, mit der Begründung, dass der Gewinn aus Freispielen nur auf 50€ begrenzt sei. Dies hat überhaupt keinen Zusammenhang und das Casino hat einfach so meine Balance gekürzt und will diese nicht mehr herstellen.

Dear SelectedNoob,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you had less than €50 in your casino account after you finished playing with the free spins? Did you see anywhere in your casino account that your winnings were transferred to a real money balance?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

I received new emails.

The casino openly admits that if you win 50ct from free spins and then deposit €200, you could still only withdraw €50 after a big win. So you admit that you are cheating and ripping off your players and customers.

Ich habe neue Mails bekommen.

Das Casino gibt offen zu, dass wenn man 50ct aus Freispielen gewinnt und daraufhin 200€ einzahlen würde, dass man trotzdem nach einem großen Gewinn nur 50€ auszahlen könnte. Sie geben also zu, dass Sie Ihre Spieler und Kunden betrügen und abziehen.

Thank you very much, SelectedNoob, for your cooperation. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello SelectedNoob,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

I have reviewed the explanation of bonus policy, and I must say that it does not appear to be very user-friendly.

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 Matej,

I have now noticed that my account has been blocked with the remaining €50 and support is no longer answering me. I probably won't see this money again either.

I haven't played since and there can be no reason to be banned. This is just arbitrary.

Hallo Matej,

ich habe nun feststellen dürfen, dass mein Konto mit den restlichen verbleibenden 50€ gesperrt wurde und mir der Support nicht mehr antwortet. Ich werde wohl auch dieses Geld nicht wiedersehen.

Ich habe seitdem nicht mehr gespielt und es kann keinen Grund zur Sperrung geben. Das ist einfach nur Willkür.

Hello SelectedNoob,

It appears that the casino is unresponsive. However, based on the support's response, it is clear that the casino's bonus policy is designed in a way that many players could end up in a similar situation as you. Additionally, the mechanics of how the bonuses work themselves are unfair. The casino could apply a cap on free spin winnings immediately after they are played, or they could prevent players from making another deposit until the winnings from free spins are capped and transferred to real money. There are many fair solutions to this issue.

Unfortunately, I must close this case as unresolved. Hopefully, the casino representative will reopen the case in the near future and reconsider both the case and the casino's bonus policy.