NaslovnaPritužbeSimsinos Casino - Dobici igrača konfiskovani zbog navodne zloupotrebe bonusa.
Simsinos Casino - Dobici igrača konfiskovani zbog navodne zloupotrebe bonusa.
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Simsinos Casino
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The player from Germany had used a no-wagering requirement bonus at Simsino Casino and had won. After the player requested a withdrawal, the casino accused them of bonus abuse and cancelled the withdrawal. The player insisted that no prohibited games had been played. After we collected the necessary information, we reached out to Simsino Casino for their side of the story. Despite multiple attempts, the casino did not respond. Given the lack of cooperation from the casino, we marked the complaint as 'unresolved', which could negatively affect the casino's rating. We advised the player to contact the Kahnawake Gaming Authority for further assistance.
Igrač iz Nemačke je koristio bonus bez klađenja u Simsino kazinu i pobedio. Nakon što je igrač zatražio povlačenje, kazino ih je optužio za zloupotrebu bonusa i otkazao povlačenje. Igrač je insistirao da se nije igrala zabranjena utakmica. Nakon što smo prikupili potrebne informacije, obratili smo se Simsino kazinu za njihovu stranu priče. Uprkos višestrukim pokušajima, kazino nije reagovao. S obzirom na nedostatak saradnje sa kazinom, žalbu smo označili kao „nerešenu“, što bi moglo negativno da utiče na rejting kazina. Savetovali smo igrača da kontaktira Kahnavake Gaming Authoriti za dalju pomoć.
Koristio sam bonus dobrodošlice bez klađenja u Simsinu i pobedio sam u igri „Coins" (Hacksav Gaming).
Nakon što sam podneo zahtev za povlačenje, dobio sam e-poštu od kazina u kojoj me optužuje za zloupotrebu bonusa.
Pogledajte ovde:
Međutim, nisam igrao nijednu zabranjenu igru, pošto sam prethodno proverio uslove bonusa i nisam počinio nikakvu „zloupotrebu bonusa", za šta me optužuje kazino.
U svakom slučaju, kazino je nažalost poništio moj zahtev za povlačenje, što smatram veoma nepravednim.
Hvala unapred za pomoć,
Srdačan pozdrav,
Ruben
(Player from Germany)
Hello,
I used the no wagering requirement welcome bonus at Simsino and won on the game "Coins" (Hacksaw Gaming).
After I made a withdrawal request, I received an email from the casino accusing me of bonus abuse.
See here:
However, I didn't play any prohibited games, as I had checked the bonus conditions beforehand, and I haven't committed any "bonus abuse", as the casino has accused me of.
In any case, the casino has unfortunately canceled my withdrawal request, which I find very unfair.
Thank you in advance for your help,
Best regards,
Ruben
(Spieler aus Deutschland)
Hallo,
Ich habe bei Simsino den Willkommensbonus ohne Umsatzbedingungen benutzt und mit dem Spiel "Coins" (Hacksaw Gaming) gewonnen.
Nachdem ich den Auszahlungsantrag gestellt habe, bekam ich eine Email vom Casino, dass ich Bonusmissbrauch begangen habe.
Siehe hier:
Ich habe aber kein verbotetens Spiel gespielt, da ich die Bonusbedingungen vorher überprüft habe und habe kein "Bonusmissbrauch", wie das Casino es mir vorwirft begangen habe.
Auf jeden Fall hat das Casino leider meinen Auszahlungsantrag storniert, was ich sehr unfair finde.
Žao mi je što čujem za problem na koji ste naišli dok ste koristili bonus dobrodošlice bez klađenja u Simsinu. Da biste vam dodatno pomogli, možete li nam dati dodatne informacije u vezi sa sledećim tačkama:
Možete li da navedete tačne odredbe i uslove povezane sa bonusom dobrodošlice koji ste iskoristili, posebno u vezi sa igrama koje ispunjavaju uslove i eventualnim ograničenjima?
Da li imate bilo kakvu dokumentaciju ili snimke ekrana uslova i odredbi bonusa koje ste pregledali pre nego što ste igrali "Coins" od Hacksav Gaming-a?
Da li ste ranije imali slične probleme ili nesporazume sa bonusima ili isplatama u Simsinu, ili je ovo izolovan incident?
Vaša saradnja u pružanju ovih detalja će nam pomoći da istražimo i radimo na rešenju.
Štaviše, ako imate bilo kakvu relevantnu komunikaciju ili dokumentaciju u vezi sa ovim pitanjem, slobodno je prosledite petronela.k@casino.guru . Ovo će nam omogućiti da steknemo sveobuhvatno razumevanje situacije.
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala unapred na odgovoru.
Srdačan pozdrav,
Petronela
Dear Rubeng93,
Thank you very much for submitting your complaint.
I'm sorry to hear about the issue you encountered while using the no-wagering requirement welcome bonus at Simsino. To assist you further, could you please provide additional information regarding the following points:
Can you specify the exact terms and conditions associated with the welcome bonus you utilized, particularly regarding eligible games and any potential restrictions?
Do you have any documentation or screenshots of the bonus terms and conditions that you reviewed prior to playing "Coins" by Hacksaw Gaming?
Have you previously experienced any similar issues or misunderstandings with bonuses or withdrawals at Simsino, or is this an isolated incident?
Your cooperation in providing these details will help us investigate and work towards a resolution.
Furthermore, if you have any relevant communication or documentation related to this matter, please feel free to forward it to petronela.k@casino.guru. This will enable us to gain a comprehensive understanding of the situation.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Upravo sam se registrovao na Simsino-u i prvi put igrao u ovom kazinu, tako da je ovo izolovan slučaj.
Što se tiče pravila: Maksimalna opklada sa bonus novcem je 4 evra i igra Coins nije bila na listi „ograničenih igara sa bonus novcem". Pridržavao sam se ovih pravila i poslaću vam dokumente i snimke ekrana e-poštom.
Srdačan pozdrav
Ruben
Hello Petronela,
I just registered with Simsino and played in this casino for the first time, so this is an isolated case.
Regarding the rules: Maximum bet with bonus money is 4 euros and the game Coins was not on the list of "restricted games with bonus money". I have adhered to these rules and will send you the documents and screenshots by email.
Kind regards
Reuben
Hallo Petronela,
ich habe mich neu bei Simsino angemeldet und das erste mal in diesem Casino gespielt, ist also in diesem Fall ein Einzelfall.
Bezüglich den Regeln: Maximaler Einsatz mit Bonusgeld ist 4 Euro und das Spiel Coins stand auch nicht auf der Liste der "eingeschränkten Spiele mit Bonusgeld". An diese Regeln habe ich mich gehalten und ich schicke Ihnen per Mail die Unterlagen bzw. Screenshots.
Puno vam hvala, Rubeng93, što ste dali sve potrebne informacije. Sada ću preneti vašu žalbu kolegi Petru ( peter.m@casino.guru ) koji će vam biti u pomoći. Želim vam puno sreće i nadam se da će vaš problem biti rešen na vaše zadovoljstvo u bliskoj budućnosti.
Thank you very much, Rubeng93, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Pregledao sam vaš slučaj i razumem situaciju. Dozvolite mi da se obratim kazinu i uložim sve napore da vam pomognem. Želeo bih da pozovem Simsino Casino da se pridruži razgovoru i doprinese rešavanju ove žalbe.
Hi Rubeng93,
I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Simsino Casino to join the conversation and contribute to the resolution of this complaint.
Voleli bi da zamolimo kazino da odgovori na ovu pritužbu. Produžujemo timer za 7 dana. Ako kazino ne odgovori u predviđenom roku, prigovo ćemo zatvoriti kao "nerešen", što može negativno uticati na rejting kazina.
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.
Više puta sam pokušavao da kontaktiram kazino, ali nisam imao uspeha. Bojim se da se ne može mnogo postići bez saradnje sa njegove strane. Označiću žalbu kao „nerešenu" u našem sistemu. Razumem da ovo nije zadovoljavajuće rešenje za vaš problem. Međutim, smanjenje rejtinga uzrokovano nerešenim žalbama može pomoći da se promeni pristup kazina. Ako kazino odluči da reaguje, ponovo ćemo otvoriti žalbu i bićete obavešteni putem e-pošte. U međuvremenu, preporučujem vam da kontaktirate Kahnavake Gaming Authoriti (https://casino.guru/licensing-authorities/kahnavake-license) i da im podnesete žalbu. Uprava za igre na sreću ima više opcija i alata za pomoć igračima. Obavestite me da li vam treba pomoć oko podnošenja žalbe ili kako su oni odgovorili ako to možete učiniti sami ( peter.m@casino.guru ). Žao mi je što ovom prilikom nisam mogao biti od veće pomoći.
Srdačan pozdrav,
Petar
Hi Rubeng93,
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Kahnawake Gaming Authority (https://casino.guru/licensing-authorities/kahnawake-license) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.m@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Peter
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