Magic Red Casino - プレイヤーのボーナス賞金は没収されました。

I signed up via your link, but I was offered a bonus from the chat and I accepted it, now I had paid € 50 and after wagering I was able to pay out € 1,800, these were now refused because the bonus was only for one Casino of the Aspire Global casino group is valid. The chat offers me a bonus that I am not entitled to and now they refuse my payment of € 1800

Ich habe mich über Ihren link zwar angemeldet, aber mir wurde ein Bonus angeboten vom Chat und das habe ich dann angenommen, nun hatte ich 50€ eingezahlt und nach dem Wagern konnte ich 1800€ auszahlen diese wurden nun verweigert, weil der Bonus nur für einen Casino der Aspire Global-Casino-Gruppe gültig ist. Der Chat bietet mir ein Bonus an der mir nicht zusteht und nun verweigern sie meine Auszahlung von 1800€

Dear Salvatore,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please specify which bonus you redeemed? Was it 200% up to 500€ and 100 free spins?

Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru.

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello, I wanted to have the 200% bonus but supposedly it expired after 12 hours. Then they offered me a 100% bonus in the chat, which I used. Unfortunately I cannot log in at the moment so I will not send anything to you.

Hallo, ich wollte den 200% Bonus haben aber angeblich sei er nach 12 Stunden abgelaufen. Dann haben sie mir im Chat einen 100% Bonus angeboten dies hab ich in Anspruch genommen. Leider kann ich mich derzeit nicht einloggen somit Ihnen auch nichts zusenden.

Salvatore, thank you for your email. I would like to know if you have ever claimed a bonus in any other Aspire Global Casino. Also, you mentioned, that you do not have an access to your account, but is there any other communication that you could forward me? If possible, I would like to see the message, in which the casino refused to pay out your winnings.

Hello Kristina, I will send you something about the refusal to pay out, I am at another aspire global casino, but the offer would be offered to me via the chat you have already received, you can not offer something to a player and then I say have no claim to it.

Hallo Kristina, ich werde Ihnen was zukommen lassen zu der Auszahlungverweigerung, ich bin auf einem anderen aspire global Casino, aber das Angebot würde mir über den Chat den Sie schon bekommen haben angeboten, man kann doch nicht einem Spieler was anbieten und dann sagen das ich kein Anspruch darauf habe.

Salvatore, I checked your email and I see that the casino informed you, that your winnings were confiscated, because you breached the maximum allowed bet, and not because you claimed a bonus in more than one Aspire Global Casino.

Are you aware of placing bet higher than allowed? I found the term the casino is referring to in the email in their Bonus T&Cs (https://www.magicred.com/info/bonus-policy/):

"When a bet abuses the betting system – regardless of which game it was placed on – it will not count towards a player’s wagering requirements. If the player placed single bets equal to or greater than €4 or €0.50 per line, or 15 percent of the bonus amount before the wagering requirements for the bonus have been met, we reserve the right to withhold any amount in excess of the player’s original deposit from a player’s withdrawal. In addition, if a player deposited with Skrill or Neteller and placed single bets equal to or greater than €2.50 of the bonus amount before the wagering requirements for the bonus have been met, we reserve the right to withhold any amount in excess of the player’s original deposit from a player’s withdrawal."

The maximum allowed bet was not exceeded, it was indicated in the chat that I was already registered in another aspire casino.

Der maximale zulässige wetteinsatz wurde nicht überschritten, darauf hin wurde im Chat darauf verwiesen das ich in einem anderem aspire Casino schon angemeldet sei.

I have not played over € 4 or € 0.50 per line.

Ich habe weder über 4€ gespielt noch 0,50 € pro Linie.

Salvatore, is your account still not accessible? In cases like this we usually require the game history from players. If you can log in to your account, could you please send your game history to kristina.s@casino.guru?

My account is not accessible and I am currently unable to connect in the chat, but I will try again.

Mein Konto ist nicht zugänglich und im Chat kann ich mich derzeit nicht verbinden, ich werde es aber nochmals versuchen.

Has now worked that unlock my player account, takes up to 24 hours. I will then send you the game history.

Hat nun geklappt die entsperren mein spielerkonto, dauert bis zu 24 Stunden. Ich werde Ihnen dann die spieleverläufe zukommen lassen.

Thank you, I received your email with the game history. I found approximately 300 bets of €4. The casino's bonus T&Cs states:

"If the player placed single bets equal to or greater than €4 or €0.50 per line,..."

This means, that if you placed bets in the amount of €4 or more, you breached this term. We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

Sadly, there is not much I can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. Please do not hesitate to contact me if there is anything else, I could do for you in this matter. Thank you for your understanding.

Alright thanks.

Alles klar danke.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

Understandable, thanks for the support. Case can now be closed. Have a good time.

Verständlich, vielen Dank für die Unterstützung. Fall kann nun abgeschlossen werden. Schönen Tag noch.