bCasino - Бонусные выигрыши игрока были отменены.

I have on 22.05. requested a payment of € 900. On May 25th I was told that I had violated the bonus terms. Unfortunately, you cannot control this yourself. Due to my request for details, I was informed that I would have played in a game with € 3.00. I had paid € 50 and the conditions were that up to 10% so you can use € 5. As a reason, I was sent the bonus rules from BOO Casino. There was indicated in brackets that you can use 2.50 €. The casino could then decide whether to take the smaller amount as a condition. I immediately checked the conditions of Bcasino and there was no mention of this € 2.50. I immediately copied it and sent it to the chat. About 10 minutes later they sent me the bonus conditions of bcasino and suddenly there was this condition in brackets. So you changed afterwards. I find that highly criminal. I then pointed it out again and emphasized that I did not violate the conditions then existing. Then a manager named Matt answered me. He assured me that everything would be checked again and I would get an answer in about 8 weeks.

I then wrote to Matt two more times, but so far no answer.

Please help me this time too.

thank you

Roswitha main magpie

Ich habe am 22.05. eine Auszahlung von 900 € beantragt. Am 25.05. wurde mir mitgeteilt das ich gegen dieBonusbestimmungen verstoßen hätte. Leider kann man das nicht selber kontrollieren. Auf Grund meine Nachfrage zu Details wurde mir mitgeteilt das ich in einem Spiel mit 3.00€ gespielt hätte. Ich hatte 50 € eingezahlt und in den Bedingungen stand das man bis zu 10% also 5 € einsetzen darf. Als Begründung hat man mir die Bonusregeln von BOO Casino geschickt. Dort wurde in Klammer daraufhingewiesen, das man 2.50 € einsetzen darf. Das Casino könnte dann entscheiden ob es den kleineren Betrag als Bedingung nimmt. Ich habe sofort in den Bedingungen vo Bcasino nachgeschaut und dort wurden diese 2.50 € nicht erwänt. Ich habe das gleich kopiert und dem Chat geschickt. Etwa 10 Minuten später schickte man mir die Bonusbedingungen von bcasino und dort war auf einmal diese in Klammern gesetzte Bedingung drin. Man hat also im Nachhinein geändert. Das finde ich schon höchst kriminell. Ich habe dann nochmal daraufhingewiesen und betont das ich nicht gegen die damals bestehenden Bedingungen verstoßen habe. Daraufhin antwortete mir ein Manager namens Matt. Er versicherte mir das alles nochmal geprüftwürde ich ich dann eine Antwort in ca. 8 Wochen erhalten würde.

Daraufhin habe ich noch zweimal an Matt geschrieben , aber bis jetzt keine Antwort.

Bitte khelfen Sie mir auch diesesmal.

Danke

Roswitha Haupt-Elster

Dear Roswitha,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked general bonus terms and conditions, and this is what I found:

"Betting more than € 4 per spin or 10% of the received bonus amount (the smaller of the two) on a slot game"

Could you please specify which exact bonus you have played? If your account is still accessible, please forward your game history together with any relevant communication. My email address is petronela.k@casino.guru. ? I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello Petronela,

Thank you for your message. I just sent you an email. I hope this helps you to help me. Thank you.

Roswitha

Hallo Petronela,

vielen Dank für Ihre Nachricht. Ich habe Ihnen gerade eine Mail geschickt. Ich hoffe das hilft Ihnen dabei mir zu helfen. Danke.

Roswitha

Dear Roswitha,

Thank you very much for forwarding all the relevant communication via email. If your account is still accessible, could you please forward your game history too? 

Hello Petronela,

I sent you an E-Mail.

Thank you.

Roswitha

Hallo Petronela,

ich habe Ihnen eine Mail geschickt.

Danke.

Roswitha

Thank you very much Roswitha for your quick reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

PS: I have forwarded your email to Peter.

Thanks Petronela.

Danke Petronela.

Hi Roswitha,

Thank you for the email. I will contact the casino and we'll see what can be done.

Hi Peter,

I wanted to send you an email, but it keeps coming back. The email to Petronela also does not arrive.

Roswitha

Hallo Peter,

ich wollte Ihnen eine Mail schicken, aber die kommt immer wieder zurück. Auch die Mail an Petronela kommt nicht an.

Roswitha

Hi Roswitha, thank you for the information. Could you please try again or alternatively use this email address instead: peter.m@guruadmins.com?

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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Roswitha,

I was just told by Skype somebody would look into the matter.

Hi All,

I can confirm that a deposit was made for 50€ and a bonus was claimed for 25€ in our daily re-load promotion. I would like to provide a link to the Bonus Terms and Conditions which you are bound to upon receiving this bonus: 

https://www.bcasino.com/en/promotions/daily-reload#tnc

As you can see, the terms include the following ‘’non-allowed’’ activity:

The following wagering activities are not allowed until the wagering requirements of this bonus have been completed:

·       ….

·      Betting more than € 4 per spin or 10% of the received bonus amount (the smaller of the two) on a slot game

·       ….

If, on review of your wagering activities, it is found that you have performed one of the above, your winnings will be removed.

When the game play was reviewed, it was apparent that a number of bets were made for 3€, which exceeded 10% of the bonus given and is not allowed whilst still within wagering requirements.

As you have mentioned, I can confirm that the Terms and Conditions were updated slightly on the 27th May. The change that was made, relevant to this case, was the above line (Betting more than € 4 per spin or 10% of the received bonus amount (the smaller of the two) on a slot game) to which it previously stated :

Betting more than € 5 per spin or 10% of the received bonus amount (the smaller of the two) on a slot game

As you can see, the maximum bet had been lowered slightly, however, our terms and conditions were clear and unchanged regarding the '10% of the received bonus amount (the smaller of the two)' , in this case, 10% of the bonus received being 2.50€ (bets were placed for 3€). Casino Guru have been provided with screen shots of the previous version of the terms and conditions, which shows that this clause was there before.

I do hope that this answers your questions, please let me know if you require any further information regarding this and I will be happy to help.

Hello Roswitha,

I discussed the issue with the casino and now I understand the mathematics. The bonus you played with was a 50% reload bonus worth €25. You breached the maximum bet by staking €3 which is more than 10% of the €25 (€2,50). I'm really sorry but I can't help you with this one. I recommend you to always double check the rules to avoid disappointment. I wish I could be of more help.

Best regards,

Peter