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新着情報

Casinoin - 450euros stolen by casino with a non existing bonus rule excuse

解決済み

苦情情報

係争中のカジノ

カジノイン

€ 700

azir22 ギリシャ
投稿日 2022年1月4日

After wagering the requirements of my bonus, the amount of 700€ from my winnings turn to 248€ automatically.
I ask about the support team and the answer was "Kindly note that there is a maximum bonus amount that can be transferred to your real balance after wagering. According to the bonus rules, this amount cannot exceed the sum of all bets in slots and live casinos made from the real money balance during the wagering period and the bonus multiplied by the number of the multiplier.

This kind of rule was not on bonus terms. It was not written as an article.

AskGamblers
投稿日 2022年1月14日

Dear all,

This complaint has been reopened as per Casinoin request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

投稿日 2022年1月17日

Hello,

Thank you very much for reopening the case and giving us an opportunity to assist the customer.

We will check the reason behind the complaint more thoroughly and come back to you shorty on this.

Kind regards

azir22 ギリシャ
投稿日 2022年1月17日

I stay patient and will remain from the casino to contact and resolve for me this issue. Its already pending many days.

投稿日 2022年1月19日

Hello,

I apologise for making you wait. I have checked your account and see that the company acted according to its Terms and Conditions.

First of all, I would like to draw your attention that in order to participate in any promotion, every customer has to confirm his/her consent with the T&Cs of each promotion by clicking on the participation button inside the promotion. Without it the promotion just will not be activated.
Secondly, when the user agrees to participation in the promotion we expect that the customer carefully checked the description and T&Cs of the offer and only after that presses the participation button.

The specific T&Cs of every promotion are explained in the offer itself and general information is provided in Bonus Rules on the website.

According to the T&C’s of the promotion the customer agreed to there is a maximum bonus amount that can be transferred to the real balance after wagering. Based on the bonus rules, this amount cannot exceed the sum of all bets in slots and live casinos made from the real money balance during the wagering period and the bonus multiplied by the number of the multiplier (every promotion has its own multiplier amount in the bonus terms and conditions). Therefore, the maximum bonus amount is calculated as per this formula: (Bonus amount x multiplier) + the sum of all bets from the real balance during the bonus period. If the bonus amount will exceed the maximum, remaining balance (above the maximum) will be deducted.

Our Support Team explained this to the customer multiple times and provided link and the screenshots of the bonus rules.

@Askgamblers Team, you can go to the Promotions section yourself to make sure that every promotion has a description and T&Cs and the participation button which needs to be pressed to activate the participation.

We are sorry that the customer got frustrated, however all the conditions were explicitly available for him before he confirmed his participation in the promotion.

Kind regards,
Casinoin Team

AskGamblers
投稿日 2022年1月19日

Dear Casinoin,

The AskGamblers Complaint Team is kindly asking you to provide evidence of the exact promotion where we can clearly see the aforementioned term transparently displayed in "Promotion Terms and Conditions". Please send required information to suppor­t@a­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved.

Thanks in advance for your cooperation.

AskGamblers
投稿日 2022年1月31日

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Casinoin management acted in accordance with their Terms and Conditions. Our team received evidence which show that link to the bonus T&C was displayed on the bonus page.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

カジノイン 苦情

  • 26 / 27 解決済み
  • 2日 平均レスポンス
  • 1週間 平均苦情ライフ
  • 12,479 USD 平均額

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