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Hello! Justin, the VIP Manager, asked how I was doing in an email. I told him that I unfortunately never have any luck after many deposits with bonuses. I received an email crediting me with €20! I had to activate it and wager it. The email didn't mention anything about bonus conditions! I thought it was some kind of cashback for frequent losses. I finally got lucky and was able to wager it, and I was happy to reach €1500! Then it showed as available for withdrawal in the system. Then my winnings were canceled down to €200. In the chat, I expressed my frustration that the email about the offer from the VIP Manager didn't mention any conditions. The casino thanked me and said they would change that for other customers. I replied that I was also a customer and that I was happy about the winnings, and now I have nothing to show for it! I find these offers from VIP Managers via email confusing for players because you think it's cashback, and otherwise, there's nothing in the email. The system also shows a payout amount of 1500. Then it is subsequently cancelled. Thank you and best regards!

Hallo! Justin der VIP Manager Fragte wie es mir geht in einer E-mail. Ich Sagte ihm das ich leider nie Glück habe nach vielen Einzahlungen mit Bonus. Ich Bekam eine E-Mail wo mir 20 Euro Gutgeschrieben wurden! Ich musste es Aktivieren und Umsätzen. In der E-Mail Steht nichts über Bonusbedingungen! Ich dachte das ist eine Art Cashback wenn man oft Verliert. Ich hatte endlich das Glück und konnte Umsätzen und Freute mich das ich auf Euro 1500 Gekommen bin! Dann Stand zur Auszahlung Verfügbar im System. Dann wurde mein Gewinn Storniert auf Euro 200. Im Chat gab ich meine Frustration bekannt das in einer E-Mail über das Angebot nichts Steht über Bedingungen vom VIP Manager. Das Casino Bedankte sich und Sagte das sie das für andere Kunden ändern werden. Darauf Sagte ich das ich auch Kunde sei und ich mir Freute über denn Gewinn und ich jetzt nichts habe davon! Ich finde diese Dinge von VIP Managern Angebote per E-Mail Verwirrend für Spieler da man an Cashback denkt und ansonsten nichts in der E-mail Steht. Auch im System bei Auszahlung steht Verfügbarer Betrag zur Auszahlung 1500. Dann wird in Nachhinein Storniert. Danke und mit Lieben Grüßen!

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Dear ferenzano,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Bonus T&Cs and I found this:

The maximum amount of winnings using bonus funds from any non-deposit cash bonuses, weekly cashback bonuses, personal cash bonuses, VIP program cash bonus rewards, tournament cash bonus winnings and lottery cash bonus winnings is 10x the initial bonus sum. Winnings using bonus funds that exceed this amount cannot be withdrawn and will be canceled.

Sadly, there is not much I can do to support your case at this time, especially when the casino shares all the relevant information on the website. Casinos try to design their bonuses to be as attractive as possible, and setting a maximum cash out limit for bonus winnings is very common. Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.

Thank you very much in advance for your understanding.

Best regards,

Attila

Hello! I understand, thank you! However, it would be important if the terms and conditions were included in the emails players receive, just like in other casinos. Regarding the system on the website, I don't think it's right that after wagering, the available withdrawal amount is shown as €1500! This isn't the case in other casinos I know; the system reduces the amount after wagering to the actual withdrawable amount. For example, x10 then becomes €200. If you continue playing and win, as in my case, you don't receive your winnings retroactively! I don't find this process fair. This needs to be changed; even the live chat admitted it, but I'm just turning a blind eye! And secondly, there are no terms and conditions in the email! Although for me, the system itself is the biggest problem; this shouldn't happen, it's misleading for the player! Sincerely!

Hallo! Ich Verstehe schon Danke! Und doch wäre es Wichtig wenn in den E-Mails die man als Spieler Bekommt die Bedingungen dabei Stehen so wie bei anderen Casinos. Und was das System Betrifft auf der Seite finde ich das nicht gut wenn nach dem Umsetzen Verfügbarer Betrag 1500 Euro zur Auszahlung Steht! Denn auch das ist in anderen Casinos nicht der Fall die ich kenne, das System Reduziert den Betrag nach dem Umsätzen auf den Tatsächlichen Auszahlbaren Betrag. Zum Beispiel x10 ist dann 200 Euro. Spielt man weiter und Gewinnt wie in meinem Fall bekommt man seinen Gewinn im Nachhinein nicht! Das Finde ich nicht Fair diesen Ablauf. Das Gehört Geändert das hat auch der Live Chat Zugegeben nur ich Schaue durch die Finger! Und Zweitens keine Bedingungen in der E-Mail! Obwohl für mich das System das Größte Problem ist das darf nicht Passieren das ist Irreführend dem Spieler gegenüber! Mit Freundlichen Grüßen!

Dear ferenzano, thank you for your reply.

I completely understand your frustration, however, I would like to emphasize that, according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, win limits are considered unfair and predatory only when applied to real money games. We do, however, accept bonus terms and conditions that restrict the maximum cashout from bonus play.

When you completed the wagering requirements of your bonus, the cap was not applied immediately. Some casinos apply the maximum winnings cap only when a withdrawal is requested. At the time you finished wagering, you should have been left with a maximum of €200. Continuing to play with a higher sum meant that any additional balance was effectively virtual and not real money. Consequently, all subsequent winnings generated from this bonus are also subject to the bonus cap.

Since the casino applied the correct maximum win cap when you requested the withdrawal, we cannot consider their actions to be unfair.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards

Attila