Zinkra Casino - プレイヤーの賞金は没収されました。

I won 470 euros. The winnings were cancelled because I allegedly violated the bonus conditions. I am not aware of any wrongdoing.

habe 470 euro gewonnen. gewinn wurde storniert, da ich angeblich gegen die bonusbedingungen verstossen habe. mir ist keine schukd bewußt

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Dear player,

Thank you for submitting your complaint. I’m sorry to hear about your experience at Zinkra Casino. We believe that restricted games for bonus play should be blocked and that this rule should be implemented at the software level—meaning the casino's software or website should prevent players from placing bets on games that are not permitted during bonus wagering. That would be the ideal solution. Alternatively, at the very least, players should be notified when they access a restricted game that it cannot be played while their bonus is active.

• Could you please advise if you have been warned by the software when accessing any of the restricted games and if it was your first redeemed bonus in this casino?
• Do you have access to your gameplay history in your account? If yes, could you please share it with us?
• If there is any other relevant communication between you and the casino, please forward it to attila.g@casino.guru. Alternatively, you can post it here.

Looking forward to hearing from you.

Best regards,

Attila

Hello. There was no warning or anything like that.

hallo. es gab keine warnung und irgendetwas in dieser form.

Dear player, thank you for your response. Do you have access to your gameplay history in your account? If yes, could you please share it with us? If there is any other relevant communication between you and the casino, please forward it to attila.g@casino.guru. Alternatively, you can post it here.

Thank you in advance for your reply.

Best regards,

Attila

Dear Player,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello. How should I share this with you? There are almost 4000 pages!

hallo. wie soll ich die mit euch teilen? es sind fast 4000 seiten?

Dear Player,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello there,

Thank you franztheuerw for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Zinkra Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

Thank you

Vielen dank

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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

We could not find the account with the indicated username / email. Can you please provide the player ID / Username as indicated in the account.

Thanks.

Hello Peter,

I sent you an email with the data.

Best regards

Hallo Peter,

habe dir eine Mail mit den Daten gesendet.

Mit freundlichen Grüßen

Thank you for providing me with the information. I will attach the picture here and mark it as private so it will only be visible to the involved parties.

Dear Zinkra Casino representative, please review the information and let us know if you need anything else!

Thanks Peter

danke peter

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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear franztheuerw, I am in contact with the casino representative, I will keep you updated about any new developments. Thank you for your patience during this time!

Thanks

danke

Dear franztheuerw, As we have not received any new response from the casino, I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Kahnawake Gaming Commission (https://gamingcommission.ca/interactive-gaming/complaints/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded, if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter