Green Luck Casino - Jogador enfrenta problemas com ganhos limitados.

Hello, I was playing on the greenluck1.com platform. This site is likely part of Estolio Ltd, the ones with Bonus grab and so on.

I have always used their bonuses and sometimes I manage to unlock them after playing slots with wagering requirements of 30x to 50x.

This time, I had a bonus of €5, which I managed to increase to almost €300 through a win. As I played, I was able to convert it. However, it converted from €237 to €25.

I wrote to support and they replied that the Bonus is converted to real balance only up to 5 times the amount.

This is practically false, as many times it has happened that the bonus was converted to the same amount as the bonus balance at the time of conversion to real balance.

I am attaching a screenshot that shows the balance changing from €237 to €24 within a second (it wasn't a fun bonus, and I didn't read anything about this in terms and conditions).

If you can help me, thank you in advance.

Salve stavo giocando sulla piattaforma greenluck1.com. questo sito fa parte di Estolio Ltd probabilmente, quelli con Bonus grab eccetera.

Ho sempre usato i loro bonus e capita che li riesco a sbloccare dopo aver giocato alle slot per requisiti dai 30x ai 50x.

Questa volta avevo un bonus di €5 che sono riuscito tramite una vincita a portarlo a quasi 300€. Giocando riesco a convertirlo. Però da €237 lo converte in €25.

Ho scritto all' assistenza e mi hanno risposto che il Bonus viene convertito in saldo reale solo di 5 volte l importo.

Ciò è praticamente falso, in quanto molte volte era successo che era stato convertito dello stesso importo del saldo bonus al momento della conversione in saldo reale.

Allego screen che dimostrano che a distanza di un secondo il saldo passa da €237 a €24( non si trattava di un fun bonus, e non ho letto nessuna di questa cosa in termini e condizioni)

Se potete aiutarmi, grazie in anticipo

Dear JOEJANET90,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand it correctly, that you have accumulated your winnings from a no-deposit bonus? I have checked the bonus policy, and this is what I found: 

7.16 Any no-deposit casino bonus has wagering requirements of x40 (forty). Any such bonus has a maximum withdrawal limit of x5 (five) the bonus amount received. For example, a EUR 20 (twenty) no-deposit bonus will have a maximum withdrawal limit of EUR 100 (one hundred). Any winnings above EUR 100 (one hundred) will not be eligible for withdrawal and will be voided and removed from the account balance at the withdrawal stage.

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider an imposed win limit to be unfair and predatory only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.  

If there is any additional information that would support your case, please do not hesitate to contact us. Otherwise, I will be forced to reject your complaint. Thank you for your understanding.  

Best regards, 

Veronika

It was a coin exchange bonus, so if it says so we can already close the case. Sorry I didn't see that without deposit it was 5x. In all the other bonuses in fact this did not happen.

Era un bonus da scambio di monete, allora se c'è scritto così possiamo già chiudere il caso. Scusate non avevo visto che senza deposito era 5x. In tutti gli altri bonus infatti ciò non accadeva.

Thank you for the clarification. To the bonuses received through coin exchange, the following terms apply:

Annex 1. Shop

1. In the Shop a player can exchange the current balance of Coins for Bonuses, Bonus Spins and Freebets on which are applied the following conditions:

1.1. Bonuses:

After exchanging Coins for the respective bonus, a player will have 10 days to meet the wagering requirements of 40x the bonus amount.

The maximum amount which can be released from the bonus will be equal to 5x the initial bonus amount. For example: the maximum amount to be credited in the real balance from a 10 EUR / 45 PLN / 100 NOK / 15 AUD / 15 CAD / 11 CHF / 8,500 CLP / 250 CZK / 3000 HUF / 20 NZD / 50 PEN / 10 USD / 8.5 GBP bonus will be 50 EUR / 225 PLN / 500 NOK / 75 AUD / 75 CAD / 55 CHF / 42,500 CLP / 1 250 CZK / 15.000 HUF / 100 NZD / 250 PEN / 50 USD / 42.5 GBP .

The bonus is only valid in the Casino section. It can not be used in other verticals (Live Casino).

Please note that the win limit the casino applied to your winnings is in accordance with the Terms and Conditions.

Due to this reason, your complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards

Veronika