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Bonus & offers: Casoola does not recognize win (5000€)

Topic created on 05th May. 2020 | Page: 1 of 2 | Answers: 11 | Views: 3,331
HoGi83
Visitor

Casoola does not recognize win (5000€)

5th May. 2020, at 11:03 am CEST#1
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Hello all,

i would like to give you an overview of this incident, so that something similar may not happen to you. I try to describe everything so factually and objectively, so that you can form your own opinion about it.

What has happened so far:

The strong new customer offer of Casoola convinced me and I opened an account and deposited 15€ to get an overview and a first impression. The money was quickly gone, but there were still the free spins. 10* 20 freespins at Reatoonz. The third set of free spins was great, I made it to the end and Gargatoon led to a win of almost 70€. But even the €70 was lost before the Wagering requirements were met. The next day and the next 20 freespins brought a very modest win, just under €3. The meager win caused me to keep playing the game, as I didn't want to go through the trouble of switching games, considering the low balance. The following wins were sparse, but then shortly before the end came Gargatoon and I had about 75€ with which I could continue playing. I changed the game. Legacy of dead, was the turn. Very frequent free spins with big and small wins ensured that the bonus's turnover requirements were quickly met and my balance appeared as real money (importantly, the amount converted was under €100). I kept playing and eventually reached an amount of just over 400€. At some point I decided to withdraw, the balance had fallen to 300€, an amount of 280€ and kept 20€ in the account. We were the point 10. of the bonus condition for new customers although known, "Winnings from free spins are limited to 100€", however, I had fulfilled all turnover requirements and had achieved the win with real money, in the menu, under the item bonus and balance, was also no active bonus more to see. With the 20€ I played on and the last spin on 0,40€ brought free spins and Legacy of dead brought me back to 170€. The bet was increased, and brought again and again freespins, but only small wins and I my balance shrunk to 97€. Then again games and a winning line with 5 Pharaoh symbols brought 500€. Quickly to 2€ bet and after a few spins came again games and these had it really in itself. Several extensions, a full picture with birds, then immediately another 4 and 4 Pharaoh symbols as expanding symbol, brought 4400€ win. So I had made 5000€ from 20€ credit. I immediately initiated the withdrawal and also received a confirmation email, which announced a processing of up to 48 hours. After the 48 hours had passed, I inquired about the status of things in the live chat. Communication was a bit difficult at first until I continued the conversation in English. I was asked to verify my account. No wonder, the amount was over 2300€ which makes the Verification inevitable. I was a bit annoyed about the fact that I had to actively take care of the state of affairs and not, as announced in the mail, from the side of the casino came the info, I should upload documents. So I uploaded all documents as instructed and now had to wait again. The 72 hours processing time expired without any further message from Casoola. Sometime during the day a mail arrived with bad news. My withdrawal request would exceed the maximum amount by 4985€ according to the terms and conditions and this amount was removed. The remaining amount was credited back to my account as a credit. The result of a complaint by mail and the personal commitment of Caro are still pending at the moment. I will inform you about the further course, as soon as I learn something new.

The facts at a glance:

- Wins from free spins < €100
- Converted bonus balance to real money < 100€
- Wins with real money 5000€
- Cancellation of the wins according to point 11 conditions new customer bonus "The maximum withdrawal amount from free spins is 100€"

I think my win is legitimate as point 11 does not apply. the winnings of the free spins were less than 100€ and the converted amount of the bonus into real money was also less than 100€. Since the money was now real money, in my opinion, no more restrictions should apply

...

This post has been translated automatically

upola
Legend

Casoola does not recognize win (5000€)

5th May. 2020, at 11:36 am CEST#2
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We have had this here a few times.
The casino thinks you have to pay out the 100 euros first, if you continue to play with it, all wins over 100 euros expire.
I think in other cases only the 100 euros were paid out.
I wish you that Caro achieves what.

This post has been translated automatically

Anonym

Casoola does not recognize win (5000€)

5th May. 2020, at 11:54 am CEST#3
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You have described this in nice detail, but I think it behaves a little differently.
I hope I have understood everything correctly and think it is so:

You have only 1 x 15 € deposited, this gambled, then with the free spins 70 € won, but the played down to 0 €.

The next day you deposited nothing, but received 20 freespins and thus came to about 400 €.
You gambled away some of that and wanted to withdraw €280 and keep €20.

The 20 € keep has no sense in this case!

You have requested 280 € and the casino must pay you 100 € of it, because due to the conditions the wins from free spins are paid out up to a sum of 100 €.

What you say, that it would then be real money is only true up to the sum of 100 €. Even if you keep 20 € and then win 5000 €, the 20 euros come from the win from free spins.


If you had paid out 100 €, the rest would be forfeited, or you would have to play your account balance down to 0.00 €.
If you would have deposited 20 € (without bonus, of course) and won 5000 €, you would get the money for sure.

But unfortunately for you, I see the casino completely in the right, because the 20 € that you have retained is not real money but only a part of the maximum payout win of 100 € that you have received through free spins.

This post has been translated automatically

HoGi83
Visitor

Casoola does not recognize win (5000€)

5th May. 2020, at 12:52 pm CEST#4
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Gamer777 wrote on 05.05.2020 at 11:54 am: You described this in nice detail, but I think it behaves a bit different.
I hope I understood everything correctly and think it is so:

You only deposited 1 x €15, gambled it away, then won €70 with the free spins, but gambled that down to €0.

The next day you deposited nothing, but received 20 freespins and thus came to about 400 €.
You gambled away some of that and wanted to withdraw €280 and keep €20.

The 20 € keep has no sense in this case!

You have requested 280 € and the casino must pay you 100 € of it, because due to the conditions the wins from free spins are paid out up to a sum of 100 €.

What you say, that it would then be real money is only true up to the sum of 100 €. Even if you keep 20 € and then win 5000 €, the 20 euros come from the win from free spins.


If you had paid out 100 €, the rest would be forfeited, or you would have to play down your account balance to 0.00 €.
If you would have deposited 20 € (without bonus, of course) and won 5000 €, you would get the money for sure.

But unfortunately for you, I see the casino completely in the right, because the 20 € that you have retained is not real money but only a part of the maximum payout win of 100 € that you have received through free spins.


So I had less than 100€ when the turnover requirements were met and the bonus balance in the account became real money. After that I won higher amounts. The twenty euros and the 280€ were won with real money. According to my understanding, all conditions and restrictions must expire by the conversion, because from then on it is only visible as real money

Let's assume that the conversion has taken place and the amount X appears as real money. I now make a Deposit, let's say 100€. Now my balance increases to 100€ + sum X, which was already there before. Now I play and win a larger amount at some point. Now the casino could also refuse the payout, since there was still credit from wins from free spins. The player can not see the difference, because both are real money and accumulated in the account.

This post has been translated automatically

HoGi83
Visitor

Casoola does not recognize win (5000€)

5th May. 2020, at 12:55 pm CEST#5
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By the way, I find it rather disadvantageous for the casino if they really demand a payout of the 100€ first. The money that is once gone, may not come back again. It is then possibly carried to the competition, which is not in the sense of the provider. I used to work for Gauselmann, in the industry it is also common to keep the guest through certain amenities, drinks, snacks, etc. in the arcade, because once he is out, he may not come back

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Anonym

Casoola does not recognize win (5000€)

5th May. 2020, at 01:03 pm CEST#6
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HoGi83 wrote on 05/05/2020 at 12:52 PM
So I had less than 100€ when the turnover requirements were met and the bonus balance in the account became real money. I only won higher amounts after that. The twenty euros and the 280€ were won with real money. My understanding is that all conditions and restrictions must expire by the conversion, because from then on it is only visible as real money

Let's assume that the conversion has taken place and the amount X appears as real money. I now make a Deposit, let's say 100€. Now my balance increases to 100€ + sum X, which was already there before. Now I play and win a larger amount at some point. Now the casino could also refuse the payout, since there was still credit from wins from free spins. The player can not see the difference, because both are real money and accumulated in the account.

Yes so seen you are of course right and I would wish you that you get your win.


Unfortunately, I suspect the casino sees it differently.

Sure, the Bonus money has been converted to real money but only 100 €, because it was achieved so to speak from free spins.
It has so to speak only the name "real money", so you can go to the withdrawal page and request an amount for withdrawal, but only up to 100 €.
I would generally advise against then paying more money to be able to consider, so to speak, the entire previously won money as real money.
The casinos are rarely cooperative in this regard and refuse the withdrawal.

The best is really always to play without a bonus, otherwise it can unfortunately not be recommended...... ... ...

This post has been translated automatically

HoGi83
Visitor

Casoola does not recognize win (5000€)

5th May. 2020, at 01:10 pm CEST#7
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Received a reply from Caro. The answer of the casino lt. as follows

He claimed the welcome offer free spins on Reactoonz and managed to win from those and release real funds. After building up these funds he managed to increase his balance and then requested a withdrawal. However, as the original funds came from his free spins and not the deposited money - the winnings are capped at 100EUR. This is in accordance with our General Bonus terms and Conditions 10. The maximum withdrawal amount for a player from their Free Spins is $100.

Although the casino recognizes that I have converted the Bonus money to "real funds", the wins from the real money are also capped at $100

I will now present the case to the Malta Game Authority. I see here a disadvantage of the player by a very woolly wording of the conditions. Furthermore, the player is clearly disadvantaged by the fact that there is no clear demarcation between real money and the credit from wins from free spins

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Klempo77
Expert

Casoola does not recognize win (5000€)

5th May. 2020, at 01:45 pm CEST#9
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I don't want to play smart-ass here, but we've had several cases like that here

Wins from free spins, after conversion, are mostly limited to 50 or 100€. This is "free money" on the part of the casino

Therefore, you should not even try to play further, it will be deleted anyway everything except for sum what is in Bonus terms and conditions

There are a few casinos that has no max cashout from free spins, but are really few

Other stories are again free spins in connection with Deposit, eg 100% + 20 free spins, which are mostly without max cashout

But as always, read terms and conditions and do not blindly trust chat support

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HoGi83
Visitor

Casoola does not recognize win (5000€)

5th May. 2020, at 02:08 pm CEST#10
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Klempo77 wrote on 05/05/2020 at 13:45: I don't want to play smart ass here, but we had several cases like that here

Wins from free spins, after conversion, are mostly limited to 50 or 100€. This is "free money" on the part of casino

Therefore, you should not even try to play further, it will be deleted anyway everything except for sum what is in Bonus terms and conditions

There are a few casinos that has no max cashout from free spins, but are really few

Other stories are again free spins in connection with Deposit, eg 100% + 20 free spins, which are mostly without max cashout

But as always, read the terms and conditions and do not blindly trust chat support

The free spins were granted as part of a deposit

This post has been translated automatically

masstube
Experienced

Casoola does not recognize win (5000€)

5th May. 2020, at 02:17 pm CEST#11
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Unfortunately, most casinos as the previous speakers have already said: Maximum 100 € means that you may not play higher with the money.
I still find it a shame that something like this is not in the terms and conditions.
What is so hard about adding a point that says: If you have finished the turnover requirements of the free spins you can withdraw a maximum amount of 100€. Also, continuing to play over an amount of 100€ is not allowed

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