21 Casino - プレイヤーの無料ボーナス賞金が減りました。

I registered at 21casino and used the 50 free spins of 10 cents each (non deposit bonus) generated 6.20 from it. With the 6.20 I got Book of Dead 4 heads in the games on 20 cents and thus had 200 € on the clock. By continuing to play, I ended up with € 280 on my watch and wanted to convert it! According to the casino, this only works when you make a deposit. I did this and my minimum turnover to pay out the bonus went up to 9800 (so 35x) I was able to implement this bonus condition with a lot of luck and in the end I had € 3250 in real money in my account! Then I wanted to withdraw € 3100 and had to verify myself. 2 days later I received an email from the management that only from this 3100 € 100 € plus my deposit of 10 would be credited to me. Now of course I'm annoyed because I had read the terms and conditions and there is a maximum of 100 € in winnings from the free spins I assumed it only related to the free spins. It also said that all winnings over € 100 would be deducted. So find it a cheek to let a player wager € 10,000, let him play with the real money and then only agree to pay out the money is not available to you! Especially since in the bonus conditions there is an extra bonus without deposit! Since I had to make a deposit to be able to use the bonus, this no longer falls under the point ...

Does anyone know about this and could give me tips or assistance on how I can proceed against the casino?

Ich habe mich bei 21casino registriert und die 50 free Spins a 10 Cent in Anspruch genommen (non Deposit Bonus) habe daraus 6,20 generiert. Mit den 6,20 habe ich Book of Dead 4 Köpfe in den Spielen auf 20 Cent bekommen und hatte somit 200€ auf dem Tacho. Durch weiteres Spielen habe ich am Ende 280€ auf der Uhr gehabt und wollte es umsetzen! Laut Casino geht das erst wenn man eine Einzahlung tätigt. Dies habe ich dann auch gemacht darauf ging mein mindestumsatz um den Bonus auszuzahlen auf 9800 hoch ( also das 35x ) diese bonusbedingung  Habe ich mit viel Glück umsetzen können und hatte am Ende 3250€ in echt Geld auf meinem Konto ! Daraufhin wollte ich 3100€ auszahlen und musste mich verifizieren. 2 Tage später kam eine email vom Management das mir nur von diesen 3100€ 100€ plus meine Einzahlung von 10 gutgeschrieben werden.jetzt bin ich natürlich verärgert da ich die agb gelesen hatte und dort drin steht das aus den free Spins maximal 100€ an Gewinne generiert werden können ich davon ausging es sich nur auf ausschließlich die free Spins bezog. Es stand auch das alle Gewinne über 100€ abgezogen werden. Finde es demnach eine Frechheit einen Spieler 10.000€ umsetzen zu lassen ihn mit dem echtgeld noch spielen zulassen und dann erst bei Auszahlung zusagen ihnen steht das Geld garnicht zur Verfügung!zumal in den bonusbedingungen extra steht Bonus ohne einzahlung ! Da ich eine Einzahlung tätigen musste um den Bonus umsetzen zu können fällt das ja nicht mehr unter den Punkt...

Kennt sich jemand hiermit aus und könnte mir Tipps oder Hilfestellung geben wie ich weiter gegen das Casino vorgehen kann ? 

Dear bet4free92,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions, and this is what I found https://www.21casino.com/en/promotional-terms-conditions:

"Unless otherwise stated, winnings from free spins are credited in casino bonus and are capped to a maximum of €100. Winnings that exceed this amount will be removed from the account. Any play using free spins winnings will not unlock bonus funds and all winnings will return directly to your bonus account."

As soon as the wagering requirements have been completed your winnings became withdrawable. They don’t turn into real money, au contraire, they still carry maximum cash out €100.

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predator, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play, especially when it comes to No Deposit bonuses.

Looking forward to hearing from you.

Best regards,

Petronela 

Good day,

I could then play normally with my "real money" and even generate the loyalty points. that I still have now. They would have had to delete them because I had played with real money and lost more than 100 €. especially since they had refunded my deposit, but I only used up my real money after my deposit ...

Guten Tag,

ich konnte dann ganz normal mit meinen "echt Geld " spielen und sogar noch die treuepunkte generieren. die ich auch jetzt noch habe. die hätten sie mir ja auch streichen müssen weil ich ja mit echtgeld gespielt hatte und mehr als die eig 100€ verloren hatte. zumal sie mir meine Einzahlung noch rückerstattet hatten aber ich nach meiner einzahlung direkt erst mein Echt geld verbraucht hatte...

Dear bet4free92,

Please see below terms and conditions related to No Deposit Bonus Spins https://www.21casino.com/en/landing/50spins#tc:

"Bonus money derived from Bonus Spins needs to be wagered 35 times before they are converted into real cash money and can be withdrawn."

-         Your winnings from Free Spins were €280 and had to be wagered 35x = €9,800.

"Wagering on bonus money won through Bonus Spins will start after a first deposit has been made on the account."

"Any cash winnings from no deposit Bonus Spins over €100 will be forfeited on completion of our internal checks."

-         Could you please advise how much you have deposited? Deposited funds need to be wagered 35x too.

"Minimum qualifying deposit amount is €10.

The total amount of the bonus must be wagered 35 times on real money games before any winnings can be transferred or withdrawn."

Have you succeeded in withdrawing any winnings?

Hello, yes, I wagered over € 10,000

Guten Tag ja ich habe über 10000€ gewagert

Have you received any winnings from these Free Spins?

Dear bet4free92,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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 a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.