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Public complaints: Casilando entire real money balance deleted (update)

Topic created on 03rd May. 2018 | Page: 1 of 2 | Answers: 13 | Views: 5,844
Anonym

Casilando entire real money balance deleted (update)

3rd May. 2018, at 01:32 pm CEST#1
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Hello,
have already read here several times topics about complaints about bonus offers, now I have one myself.
On Casinolando I deposited 50 euros and got 100 euros bonus. The bonus conditions I have read before and a maxbet of 5 euros while playing with the bonus balance is there.
Now the bonus was displayed separately from my real money balance. So first play the 50 euros real money before you go to the bonus money.
With the 50 Euro real money I could also play Extra-Chilli (but only with 50 Euro, more was not displayed to me)
Now I have bought a bonus with the 50 euros for 50 euros and have also won directly with it. Have then canceled the bonus, which also went because I have not yet used anything from.
Now my entire balance of just under 800 € was deleted, because my bet was higher than 5 euros.
Is that right in the case so or should I defend myself against it?

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Anonym

Casilando entire real money balance deleted (update)

3rd May. 2018, at 02:54 pm CEST#2
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Interesting case. Did you slip below the 50 euro real money limit when buying features? Does it say in the terms and conditions that you can spin with a maximum of 5 euros when a bonus is active (which it would also be in real money play), or only when you play with Bonus money? Is possibly not the same.

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Anonym

Casilando entire real money balance deleted (update)

3rd May. 2018, at 03:08 pm CEST#3
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that is just unfortunately different from casino to casino. Many handle it so that you can do what you want with the real money balance - others say as soon as bonus is active may only Max 5 Euro spiee. In the second case, the casino would be in the right ... unfortunately ... and I fear that it is exactly the same.

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Anonym

Casilando entire real money balance deleted (update)

3rd May. 2018, at 04:07 pm CEST#4
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So under the 50 euro limit I have definitely not slipped, because I have only played extra chili and me in the game was also only the real money displayed. If it was gone, I would not have been able to play at all. The Bonus terms and conditions state " The maximum bet allowed while the Welcome bonus is in play is €5. Should You bet higher than this while the Welcome bonus is in play, we reserve the right to confiscate all winnings."

Just got the following in response to my written complaint and request for explanation:

Thank you for your email. I would like to help you but you have violated the rules of our casino on 30.04.2018. As a result, your win was confiscated. Unfortunately, I have no influence on this and we can not change anything if you have violated the gaming rules of our casino.

I ask for your understanding.

Yours sincerely
Your Casino Customer Service

No reaction to my questions, to the fact that it is not clear enough in the terms and conditions in my opinion and also nothing about the fact that I played with real money. Seems very unserious to me.

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Anonym

Casilando entire real money balance deleted (update)

3rd May. 2018, at 04:46 pm CEST#5
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This is typical that the net respond or respond to questions. is just stupid with the Feature Buy - actually, the game or the option should be clearly prohibited in the terms and conditions. But the trouble make the asses all net .... and then just come with 5 euros max Bet. Actually, you should be able to challenge it since you actually no "spin" executed. On the other hand, in the terms and conditions are often any gamble and other features prohibited. Think they will talk their way out of it ...

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tontoo2
Experienced

Casilando entire real money balance deleted (update)

3rd May. 2018, at 04:47 pm CEST#6
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Why don't you ask who has influence, whether you should contact the licensor, or what they mean by having no influence at we reserve the right.

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Anonym

Casilando entire real money balance deleted (update)

3rd May. 2018, at 05:33 pm CEST#7
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timcr9308 wrote on 03/05/2018 at 13:32: Hello,
have read here already of the frequent topics about complaints about bonus offers, now I have one myself.
On Casinolando I deposited 50 euros and got 100 euros bonus. The bonus conditions I have read before and a maxbet of 5 euros while playing with the bonus balance is there.
Now the bonus was displayed separately from my real money balance. So first play the 50 euros real money before you go to the bonus money.
With the 50 Euro real money I could also play Extra-Chilli (but only with 50 Euro, more was not displayed to me)
Now I have bought a bonus with the 50 euros for 50 euros and have also won directly with it. Have then canceled the bonus, which also went because I have not yet used anything from.
Now my entire balance of just under 800 € was deleted, because my bet was higher than 5 euros.
Is that right in the case so or should I defend myself against it?

Hi, unfortunately there is nothing you can do...

I had the same only that I bought 1 x a White Rabbit feature and won nothing, but 3 hours later on Danger won a good 7,000 euros and to 99.9% I kept to the Max Bet Rule, except just the one time. My payout of 5,000 euros was denied on the grounds that I had violated the Bonus terms and conditions.... In my case, I did not let up and wrote an e-mail to whiteh Thereupon, my entire history was reviewed again and I was offered 1000 euros, which I have of course accepted for the time being. At the MGA I have also written a complaint, however, one wanted to go Seitens MGA not further on it and the matter was thus off the table unfortunately.

I found it just like you totally confusing that in some slots just only the REAL MONEY was displayed! That's why I bought a feature right at the beginning and that was also my very last for a good 6 months

Greetings

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Anonym

Casilando entire real money balance deleted (update)

3rd May. 2018, at 05:46 pm CEST#8
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Okay, that helps for now, I'll keep trying my luck at a more than meager support.

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Anonym

Casilando entire real money balance deleted (update)

7th May. 2018, at 10:59 am CEST#9
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After my attempts in the Live Chat were blocked, I contacted the MGA on Friday and asked for clarification.
Today I received an email from the casino itself to please close the case with the MGA. As "goodwill" I was offered 300 euros. I have accepted the offer, although I think that it is not with rights things, if I just like Matti a relatively high sum of money is offered to create the problem out of the world.
Anyway, for me it was that on Casilando for now
Greetings

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Crash
Visitor

Casilando entire real money balance deleted (update)

7th May. 2018, at 12:17 pm CEST#10
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Probably they were aware of their guilt.... and therefore, to reduce the loss, offered you the 300 euros.

I think I would have speculated on it and continued...

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