Golddino Casino - プレイヤーの賞金が減額されました。

I played at this casino yesterday with €20 no deposit. The €20 was also given as bonus credit and not real money. After I had an amount of 500€ or so with the bonus balance because spin, I got the notification that the bonus balance is now my real money and the bonus was ended. But after I had over 1000€ at the casino, I went offline and wanted to play something in the evening. In the evening then the surprise, my account was simply screwed down to 100€ and this was written to me by email.

Ich habe gestern in diesem Casino mit denn 20€ ohne Einzahlung gespielt. Die 20€ wurden auch als Bonusguthaben gehändigt und nicht als Echtgeld. Nachdem ich mit dem Bonusguthaben dann irgendwann einen Betrag von 500€ oder so um denn Dreh hatte, bekam ich die Benachrichtigung dass das Bonus Guthaben jetzt mein Echtgeld ist und der Bonus beendet wurde. Nach dem ich aber dann über 1000€ auf dem Casino hatte, bin ich offline gegangen und wollte abends noch etwas spielen. Am Abend dann die Überraschung, mein Konto wurde einfach auf 100€ runter geschraubt und mir dies per email geschrieben.

Dear timm462f,

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 (here):

1.3. Bonuses and Free Spins that are with a no-deposit requirement have a maximum withdraw limit of 100€ or equal in other currency. Bonuses that come with a deposit requirement have no limits on withdrawals if not otherwise stated, but the deposited amount needs to be played through at least 1 time in order to prevent bonus abuse.

I would like to emphasize, that according to our Fair Gambling Codex, we consider imposed win limit to be unfair and predatory, 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.

Could you please forward your game history to petronela.k@casino.guru. I'd like to check when the bonus wagering was completed.

Looking forward to hearing from you.

Best regards,

Petronela

Dear timm462f,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.