Ridika Casino - プレイヤーには不要なボーナスが与えられました。

I have deposited 225 euros to this site in the last 30 days. They sneakily gave me a 6euro bonus. I did not want. I did not even notice. I spent my money. My hard earnt money and won 2000euro. The site then refused to pay that withdrawal due to the 6euro bonus being added. That is a con, that measly bonus made absolutely no difference to my winnings and was not even used when I won the amount I did. I have wagered treble that amount easily. I won the 2000euro fair and square with my own deposit money and they are using the pathetic 6euro bonus as an excuse not to pay me out.

Dear Aimee,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please forward your cashier, bonus and game histories 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

Thank you very much, Aimee, for your game history.

Could you please advise if your winnings have been cancelled completely or capped/reduced to a certain amount? How the casino justified it? Which rule has been broken during the bonus wagering?  

They paid 420euros which was they are saying a winning cap of 20x my deposit. I challenged them on where the 6euro bonus plays any part in that amount and they could not explain. This is because the bonus was never used in the winnings. It never contributed towards my 2200euro win whatsoever. I used my 20euro deposit to win that money and they have unfairly added terms and conditions due to previous bonuses on the account that I never asked for never wanted and never noticed to be honest. I played fair and square with my money on that win and they capped me. They obviously do this on purpose to control winnings, I've read about it happening with others too.

Thank you very much, Aimee, for forwarding your game history. I checked it carefully and I could see that the bonus which was added to your account on 27th of November wasn’t the first one. Since you have received bonuses in the past I would like to ask if you have ever communicated a possibility of opting out from promotional offers? 

Dear Aimee,

We are extending the timer by 10 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I had not communicated opting out, I did not realise I had too. Most bonuses come with a wagering requirement which I accept but I never won from the bonuses so never gave them a second thought. The bonus was not active during this win, it was purely won with my own funds therefore I cannot accept that there should be any terms on the wins, a wagering requirement would be normal but a win cap when the bonus wasn't active? Its just pure theft.

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

I carefully checked your game log, and unfortunately, it is clear that you won most of the winnings from one euro bet when your account had only a bonus balance. Therefore the casino has the right to limit your winnings to €420.

During your gameplay, you took a bonus (probably automatic) on every deposit except one.

Right before you won, you deposited €20 and got a €6. But if you check the log, you discover that your deposited €20 was lost when your balance dropped below €5. At this point, you had only bonus funds on your account. (11/27/2020 7:40:12 PM) From that moment you played only with bonus money and because of that casino can cap your winnings. I am sorry for the bad news.

Unfortunately, we’re forced to reject this case because we believe that the casino has right in this case and because Aimee didn't respond.