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I am concerned with the principle. The players are asked to play fair-play - I have based my statements and looked at which game providers are there. I am a fan of play´n go providers. I looked at the bonus terms and really tried to stick to them. But it can not be that you offer game manufacturers and then they do not exist. Even in the bonus conditions, some games of the manufacturer are listed, such as moonprincess. After trying some other games, I paid extra attention that I do not play moonprincess, and wanted Just play rise of olympus. But then I noticed that none of the playngo games are available. When I wanted to return my money, I was told that the casino could change its terms at any time. I should have updated it? Do I have to update conditions now? And if the casino changes something then it should immediately be recorded in the bonus conditions. What if I play a game that is not on the list and a big win comes in and the casino says then the conditions have been changed it has nothing to do with fairness. I just want to return my lost stake of 50 euros

Mir geht es ums prinzip.Man verlangt von den Spielern fairplay-ich habe mich an ihren aussagen orientiert und geschaut welche spielanbieter dort sind.Ich bin ein fan von play´n go provider. Habe mir die bonusbedingungen angesehen,und auch wirklich versucht mich daran zu halten. Aber es kann nicht sein das man spielhersteller anbietet und dann nicht vorhanden sind.Sogar in den bonusbedingungen sind einige spiele des hersteller aufgelistet.wie moonprincess.nachdem ich einige andere spiele probiert habe ,habe ich extra geachtet das ich ja nicht moonprincess spiele,und wollte eben rise of olympus spielen .Aber dann habe ich gemerkt das keines der playngo spiele zur verfügung steht.Als ich dann eben mein Geld retour wollte,sagte man mir ,das casino kann jederzeit seine bedingungen ändern.Ich hätte es ja updaten müssen? Muss ich jetzt schon bedingungen updaten? Und wenn das casino etwas ändert dann sollte sofort auch das in den Bonusbedingungen festgehalten werden.Was wäre wenn ich jetzt ein spiel spiele das nicht auf de rliste steht,und ein grosser gewinn kommt rein und das casino sagt dann ne die bedingungen wurden geändert.Dann hat das nicht mit fairness zu tun. Ich will nur meinen verlorenen einsatz von 50 euro retour

Dear Patrick,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please could you clarify if you have started wagering of your bonus or you requested your deposit to be returned without playing it? I hope we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Patrick,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

We've reopened this complaint as per the player's request. His reply via email:

sry was a bit busy elsewhere due to the stress of working, due to termination and so on. I also got 500 euros - but you should still have a chat with the casinos that you can't do that. It should always be quick and without problems and use net bonus as an excuse

We’ve reopened this complaint as per the player’s request. His reply via email:

sry war durch den stress mit der abeit,wegen kündigung und so weiter,a bisserl anderwetig beschäftig.Habe 500 euro auch noch bekommen-aber man sollte sich trotzdem mit den casinos unterhalten ,das es so nicht geht.Sowas sollte immer schnell und ohne probleme funktionieren.Und net bonus als ausrede verwenden

Dear Patrick,

Do I understand it correctly that you have received your money and the complaint can be marked as 'resolved' now? Thank you in advance for your confirmation.

The way it looks

So wie es aussieht ja

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.