I ask for help from the Askgamblers team to assist in resolving a dispute with a casino.
On July 28 I registered at Casinoin.io and used the welcome offer. I deposited 2000 SEK and received 2000 SEK in bonus. Since I have had problems with casinos before, I took screenshots of the T&C:s for the bonus, and Casinoins Bonus terms and conditions.
I played for the 2000 SEK I deposited and 2000 bonus money, won quite a lot but lost it in the end. I then deposited an additional 5000 SEK, which I received no bonus for. When I deposited that amount I had 42,5 SEK at my balance that was wagered, 0 in bonus.
I won again, and had an amount of 40 026,4 SEK on my account (attachment 1).
I have been in the KYC verification process since July 29, and when I logged in to my account on 19st of August, my winnings were removed and only 7000 SEK was left (attachment 2).
According to the support, I have breached the terms for the bonus and exceeded the max allowed 10 EURO bet.
So, I go back to my print screens and unfortunately I have not copied the whole promotion terms ( see attachment 3,4 and 5). But as you can see in the promotion offer, there is even an example on “if a user has been credited with 10 EUR bonus and he/she places 20 EUR bet while having an active bonus, only 10 EUR of this bet will be counted towards the wagering of this bonus”.
It wouldn´t make sense to have an example that actually is not allowed? But, wise from experience, I continued to look for an exact amount and found the terms in attachment 6-7. It clearly says it is the welcome bonus offer included in these terms in 2. You can see in attachment 8 that the chat confirms that 5 mbtc is over 578,6 SEK.
So, I just wanted to explain that I had no intentions to break any terms. The terms in attachment 6-7 are now nowhere to be find on Casinoins webpage and the support do not recognize it –they refer to another link where it in the promotion stated there is a max allowed bet of 10 EUR while having welcome bonus.
That is about the bonus terms. But it really does not matter –since the winnings do not derive from the bonus terms –they derive from the 2nd deposit, and on the second deposit, I did not received any bonus.
You can see the full game history in attachment 9 which proves this.
You can also see, that the 42,5 SEK left on my account was fully wagered. I deposited 2000 SEK and received 2000 in bonus and the wager required was 50x the deposit amount which is 100 000 SEK. The amount of the bets made between 2020-07-28 23:44:45 until 2020-07-29 19:20:23 was in total 164 672 SEK. If the bets over 100 SEK (9,7 euro) are excluded, there were still 130 980 SEK of “legal” bets wagered.
Even if Casinoin continue to claim I have breached the terms and exceeded the allowed max bet ,the total amount wagered before the second deposit made was 130 980 SEK –in that amount I exclude the total amount of bets over 100 SEK (9,7 EUR).
So sure, I can accept that the 42,5 SEK left from the first deposit, gets cancelled due to breach of the bonus terms. But there is nothing in the terms of the agreement, or promotion, that gives Casinoin the right of cancelling the winnings of my 2nd deposit.
I have sent attached email (attachment 10) to Casinoin, but the only answer they give in the chat is that they have checked it several times and that the bets and winnings were placed after the first deposit. They do not answer my questions or explain further.
I can see from another case here at AskGamblers that the exact same thing happened to another player, because of mistakes made from Caisnoin. Anyone can clearly see in the game history, that they have done the same “mistake” in my case.
I on these grounds request that Casinoin repay my 32 983,9 in winnings from my second deposit.