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Hello,

I used my bonus on March 3rd, 2024 and my winnings were reduced to €250. I then wrote to support and asked if I could continue playing with this money and also withdraw the winnings. Support sent me an answer. I can now do whatever I want with this money. I requested a withdrawal of €500 on March 5th. My account has been verified. Today I received the following email: Dear Roswitha

We would like to inform you that your withdrawal has been canceled by the payments department and the amount of €3,510.79 has been removed from your balance due to the breach of the following Terms & Conditions:

58.3.3 All free spins, free bets, bonus chips are valid for a period of 7 days from the time when they are credited to the players' account. After the period of 7 days the mentioned promotional materials expire and are not claimable or refundable. Max winnings from Cashback / Loyalty Bonus are limited to five (5x) times the initial amount of Cashback Bonus given. Any winnings above that will be forfeited. Max winnings from season/special promotions (including, but not limited to, Christmas Bonuses, Easter Bonuses, Halloween Bonuses) for 200% and above Bonus threshold, are limited to four (4x) times the initial deposit amount. Max winnings for bonuses between 150% - 199% bonus threshold, are limited to eight (8x) times the initial deposit amount. Max winnings for bonuses between 120% - 149% threshold, are limited to ten (10x) times the initial deposit amount. Max winnings for bonuses between 100% - 119% threshold, are limited to fifteen (15x) times the initial deposit amount. Max winnings for bonuses between 25% - 99% threshold, are limited to twenty (20x) times the initial deposit amount. Any winnings above that limits will be forfeited.

Lastly, kindly note that 250€ are available on your account.

If you have any questions or require further clarification regarding our terms and policies, please do not hesitate to contact our dedicated support team.

Why and on what bonus basis have my winnings been cancelled? I have not used any other bonuses!!! I made this profit with my money and now I want my money back immediately!!!

I then wrote to the casino and also provided your own answer from March 3rd. Now I got this answer:Dear Roswitha

Thank you for contacting us.

We understand that you may be disappointed with the outcome of the decision made by the relevant department.

Please be informed that our decision is final and was made in accordance with our terms and conditions.

We would like to inform you that our Terms and Conditions are approved and authorized by the licensing regulator, aiming to ensure that all gaming activities are carried out in a socially responsible manner.

Kind regards

The Customer Support Team

I find this all highly dubious!!! I hope for your support.

Hallo,

ich habe am 3.3.24 meinen Bonus umgesetzt und meine Gewinne wurden auf 250 € gekürzt. Danach habe ich den Support angeschrieben und gefragt ob ich jetzt mit diesem Geld weiterspielen darf und die Gewinne auch auszahlen kann. Darauf wurde mir vom Support eine Antwort geschickt . Ich könne jetzt mit diesem Geld alles tun was ich möchte. Ich habe am 5.3. eine Auszahlung von 500 € beantragt. Mein Konto ist verifiziert. Heute bekam ich folgende Mail: Dear Roswitha

We would like to inform you that your withdrawal has been cancelled by the payments department and the amount of 3,510.79€ has been removed from your balance due to the breach of the following Terms & Conditions:

58.3.3 All Freespins, Freebets, Bonus Chips, are valid for a period of 7 days from the time when they are credited to the players’ account. After the period of 7 days the aforementioned promotional materials expire and are not claimable or refundable. Max winnings from Cashback / Loyalty Bonus are limited to five (5x) times the initial amount of Cashback Bonus given. Any winnings above that will be forfeited. Max winnings from season/special promotions (including, but not limited to, Christmas Bonuses, Easter Bonuses, Halloween Bonuses) for 200% and above Bonus threshold, are limited to four (4x) times the initial deposit amount. Max winnings for bonuses between 150% - 199% Bonus threshold, are limited to eight (8x) times the initial deposit amount. Max winnings for bonuses between 120% - 149% threshold, are limited to ten (10x) times the initial deposit amount. Max winnings for bonuses between 100% - 119% threshold, are limited to fifteen (15x) times the initial deposit amount. Max winnings for bonuses between 25% - 99% threshold, are limited to twenty (20x) times the initial deposit amount. Any winnings above that limits will be forfeited.

 Lastly, kindly note that 250€ are available on your account. 

If you have any questions or require further clarification regarding our terms and policies, please do not hesitate to contact our dedicated support team.

Warum und auf welcher Bonusgrundlage wurden jetzt meine Gewinne storniert? Ich habe keinen weiteren Bonus genutzt !!! Ich habe mit meinem Geld diesen Gewinn erziehlt und möchte jetzt umgehend mein Geld zurück!!!

Ich habe das Casino daraufhin angeschrieben und auch Ihre eigene Antwort vom 3.3. zur Verfügung gestellt. Jetzt bekam ich diese Antwort:Dear Roswitha

Thank you for contacting us.

We understand that you may be disappointed with the outcome of the decision made by the relevant department.

Please be informed that our decision is final and was made in accordance with our terms and conditions.

We would like to inform you that our Terms and Conditions are approved and authorized by the licensing regulator, aiming to ensure that all gaming activities are carried out in a socially responsible manner.

Kind Regards

The Customer Support Team

Ich finde das alles höchst unseriös!!! Ich hoffe auf Ihre Unterstützung.

Dear Roswitha74,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please send me a screenshot or a link to the bonus you activated and played with?

Could you kindly specify how much money you won after you finished wagering your bonus? Has this amount been reduced to 250€ right after finishing the wagering requirements?

Has your money been transferred from bonus balance to real-money balance?

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

Best regards

Veronika

Hello Veronika,

I wagered my bonus on March 3, 2024 and my winnings were reduced to €200. €682.99 was deducted from me. I then wrote to support and asked if I could carry on playing with this money and also withdraw my winnings. Support sent me an answer (see attachment). I can now do whatever I want with this money. I didn't use any more bonuses after that and yet €3,510.79 was deducted from me on March 7, 2025. Money was deducted from me twice for using a bonus!!! Why and on what bonus basis were my winnings now canceled? I didn't use any other bonuses!!! I made this profit with my money.

Hallo Veronika,

ich habe am 3.3.24 meinen Bonus umgesetzt und meine Gewinne wurden auf 200 € gekürzt. Dabei wurden mir 682,99 € abgezogen. Danach habe ich den Support angeschrieben und gefragt ob ich jetzt mit diesem Geld weiterspielen darf und die Gewinne auch auszahlen kann. Darauf wurde mir vom Support eine Antwort geschickt ( siehe Anlage ) . Ich könne jetzt mit diesem Geld alles tun was ich möchte. Ich habe danach keinen Bonus mehr genutzt und trotzdem wurden mir am 07.03.25 3,510.79€ abgezogen. Mir wurden für die Nutzung eines Bonus zweimal Gelder abgezogen!!! Warum und auf welcher Bonusgrundlage wurden jetzt meine Gewinne storniert? Ich habe keinen weiteren Bonus genutzt !!! Ich habe mit meinem Geld diesen Gewinn erzielt.

Hello Veronica,

Can I count on your help or should I contact another agency?

Roswitha

Hallo Veronika,

kann ich mit Ihrer Hilfe rechnen oder soll ich mich an eine andere Stelle wenden?

Roswitha

I apologize for the delayed response; I was on vacation.

Could you please provide the exact name of the bonus you activated and played with? If possible, a link or a screenshot of the bonus would be very helpful.

Additionally, could you kindly send me a screenshot of your bonus history? This will allow me to verify if you activated any other bonuses after you wagered the first one.

Thank you for your patience and cooperation.

Hello Veronica,

This is the bonus I used:

Our 200% Reload Bonus up to €100 and 300 Free Spins on "Gates of Olympus" are still up for grabs, and guess what?

You can claim BOTH TWICE !

Unfortunately, I can't find any bonus history in my account.

However, I can assure you that I haven't activated any other bonuses after this one. I also have confirmation from support.

Thank you for your efforts.

Roswitha

Hallo Veronika,

das ist der Bonus den ich genutzt habe:

Our 200% Reload Bonus up to €100 and 300 Free Spins on "Gates of Olympus" are still up for grabs, and guess what?

You can claim BOTH TWICE!

Leider kann ich im Account keinen Bonusverlauf finden.

Ich kann Ihnen aber versichern, das ich nach diesem Bonus keinen anderen Bonus aktiviert habe. Hier habe ich auch die Bestätigung durchh den Support.

Vielen Dank für IhreBemühungen.

Roswitha

Could you please request the casino to send you the gaming history from March 3rd, when you activated and wagered your bonus, up until the moment when your winnings were capped for the second time? Please ask for this file to be provided in Excel format.

Once you receive the file, kindly forward it to me at veronika.f@casino.guru.

Thank you for your cooperation.

Hello Veronica,

The casino is taking its time. I have to fill out forms and provide different information each time. They say it's because of data protection. I'm asking for an extension.

Roswitha

Hallo Veronika,

das Casino lässt sich viel Zeit. Ich muß Formulare ausfüllen und immer andere Angaben machen. Sie sagen wegen Datenschutz. Ich bitte um Verlängerung.

Roswitha