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I played with a bonus and requested a withdrawal of around 1150 euros. Unfortunately, the "forbidden games" with bonuses are not clearly displayed in this casino, so I played one of them. There I won about 200 of the 1150 euros. Upon withdrawal, all of my winnings were voided.

The casino deliberately sets a trap for the player in the hope that forbidden games will be played and does not point out at the start of the game that this may not be played under the bonus conditions. This is unfair terms to the player as it would be very easy to simply pop up a message advising the player that this bonus game is not allowed to be played. It would also have been possible to simply not include the game played in the bonus wagering requirements.

Classic case of losing is not always winning.

Ich habe mit einem Bonus gespielt und ca. 1150 Euro zur Auszahlung beantragt. Leider werden in diesem Casino die „verbotenen Spiele" mit Bonus nicht deutlich dargestellt so das ich eines davon gespielt habe. Dort habe ich ca. 200 von den 1150 Euro gewonnen. Bei der Auszahlung wurde mein gesamter Gewinn storniert. 

Das Casino stellt hier bewusst eine Falle für den Spieler in der Hoffnung das verbotene Spiele gespielt werden und weißt beim Start des Spieles nicht darauf hin das dieses unter den Bonus Bedingungen nicht gespielt werden darf. Dies sind unfaire Bedingungen dem Spieler gegenüber da es sehr einfach wäre einfach eine Meldung einzublenden welche den Spieler darauf hinweist das dieses Spiel mit Bonus nicht gespielt werden darf. Auch wäre es möglich gewesen das gespielte Spiel einfach nicht in den Bonus Umsatzbedingungen zu berücksichtigen.

Klassischer Fall von Verlieren geht immer gewinnen nicht.

Dear r9r6hhqwqs,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We believe that restricted games for bonus play should be blocked, and this rule enforced at software level, i.e., that the casino's software or website shouldn't let players place bets on the games that are not allowed to be played while completing the bonus wagering.

Could you please advise if it was your first redeemed bonus in this casino? Additionally, please forward any relevant communication between you and the casino to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear r9r6hhqwqs,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

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 further investigation or suggest possible solutions.

The player can reopen this complaint anytime.