Casinoin - プレイヤーのボーナス賞金が減りました。

By visiting the udder side, I registered with casinoinonline.com. I deposited € 50 and was credited with € 110.

I was able to win the wager (3000 €). the bonzsbedingungen selected packed on your site.

What I don't understand, I was at € 1,800 and then hit the € 3,000 wager, bump my account balance was € 600 and a few squashed. I didn't spin higher than € 2.50. Can you help me understand this ?!

best regards

Chris

Durch einen Besuch auf Euter Seite habe ich mich bei casinoinonline.com angemeldet. Ich habe 50€ Euro eingezahlt und bekam 110€ gutgeschrieben. 

Den Wager (3000€) konnte ich erspielen. die bonzsbedingungen über eure Seite gepackt gewählt.

Was ich nicht verstehe, ich war bei 1.800€ und habe dann die 3.000€ wager erreicht, bums war mein kontostand auf 600 Euro und ein paar zerquetscht. Ich habe nicht höher als 2,50€ gedreht. Könnt ihr mir helfen das zu verstehen ?! 

Liebe Grüße 

Chris 

Dear Christoph,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. D I understand correctly that your bonus winnings have been reduced without further explanation? Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please confirm that you have redeemed the following bonus https://casinoinonline.com/en/promotion/a209? Have you withdrawn any funds from this casino previously?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi,

Yes, you understood correctly, without further explanation, my profit was reduced. I can confirm that I have redeemed the bonus of the link shown. Attached as evidence is a chat history with casinoin where it is confirmed that I have chosen the bonus through casino guru and that it is active. I have not yet made a payout because there have been delays again and again (payout not possible because you paid in via paysafe).

Hallo,

Ja sie haben richtig verstanden, ohne weitere Erklärung wurde mein Gewinn reduziert. Ich kann bestätigen, dass ich den Bonus des angezeigten links eingelöst habe. Im Anhang als Beweis ein Chat Verlauf mit casinoin wo bestätigt wird, dass ich den Bonus über casino guru gewählt habe und dieser aktiv ist. Eine Auszahlung habe ich noch nicht getätigt, da es immerwieder zu Verzögerungen gekommen ist (Auszahlung nicht möglich da sie über paysafe eingezahlt gaben).

Thank you very much, Chris, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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.

Hello Chris,

I looked at your complaint and will do my best to help you. I would like to invite Casinoin into this conversation. Casino, can you please specify why did you reduce the player’s withdrawal?

Hello Viliam Vice,

I want to correct myself: you did not reduce my payout but my credit !!

50 € deposited, 120 € credit. Played from € 120 up to € 1,800, then wagered € 3,000 and suddenly a lot of my balance from € 1,800 to € 600!

Hallo Viliam Vice,

Ich möchte mir korrigieren: sie haben nicht meine Auszahlung reduziert sondern mein Guthaben!!

50€ eingezahlt, 120€ Guthaben. Von 120€ bis auf 1.800€ gespielt, dann wager von 3.000€ erreicht und plötzlich viel mein Guthaben von 1.800€ auf 600€ zurück!

We would like to ask the Casinoin 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’.

Hello,

The information was requested from the relevant team and we will provide you with a reply on the case today.

Thank you!

Hello,

What does "today" in YouTube country means?!

Hello,

Please accept my sincere apologies for the delay in reply.

The customer participated in the special Welcome Bonus promotion from Casino Guru (120% up to 250 EUR). He made a deposit of 50 EUR and received a 60 EUR bonus.

According to the clause 14 of the promotion T&Cs:

"The amount to be transferred to your real money account after wagering cannot exceed the amount of all casino and live casino bets from your real money account made during the wagering period and the bonus multiplied by 10"

Therefore, based on the mentioned information the following formula applies: 60*10 + 50 = 650 EUR

The T&Cs are publicly available on our website and everyone can check them out before agreeing to participate in any promotion: https://casinoinonline.com/en/promotion/a209/policy

Related to the payout issue, yes indeed the customer used a Paysafecard which can be used only for payments in our system and doesn't support payouts, so the alternative method was offered in this case.

Best regards,

Dear Chris,

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 forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.