Avantgarde Casino - Spelarens vinster konfiskeras.

I got a free chip worth 10 euros. I won over 6100 euros. Customer service told me that since I didn't deposit, the money was lost. How can that be? It was a free chip. I don't understand the world anymore. I'm stunned.

Ich habe einen gratis-Chip von 10 Euro bekommen.Habe über 6100 Euro gewonnen.Mir wurde vom Kundenservice gesagt,da ich nicht eingezahlt habe,ist das Geld verloren.Wie bitte kann das sein?Es war ein gratis-Chip.Ich verstehe die Welt nicht mehr.Ich bin fassungslos.

Dear Chantal20,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand it correctly, that you have accumulated your winnings from Sign-up Free Spins? I have checked the bonus policy, and this is what I found:

"8. Free bonuses (Comps, Free Chips, converted Comp Points or any other non-deposit bonuses) are playable bonuses awarded to players so they may play free of charge. Free bonuses have a different wagering requirement than other bonuses, and have a fixed withdrawal limit of no more than 50 Credits (50 $,€,£,AUD, or 500 ZAR). Any remaining or extra balance is 'Non-Withdrawable' and is to be cleared from a player's balance. Each player is allowed to withdraw winnings from a free bonus only once during his/her gaming lifetime unless specifically approved by the casino manager."

Have you received the 50 euros?

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.  

If there is any additional information that would support your case, please do not hesitate to contact us, otherwise, I will be forced to reject your complaint. Thank you for your understanding.

Best regards,

Dominika

Hello.

It was a weekend gift that I won. This screenshot proves it.

Sincerely, Nicole

Hallo.

Es handelte sich um ein Wochenendgeschenk,was ich gewonnen habe.Das beweist dieser Screenshot.

Mit freundlichen Grüßen Nicole

Additional Avantgarde Casino Complaint.

It is clear to me that when a casino gives customers free spins or a chip, you have to make a certain amount of money to be able to win "real money". However, in my case, what I won was a gift. Furthermore, the casino's customer service was very unfriendly to me when they noticed that I had won. They simply stopped responding. I think it is a disgrace to treat a customer like that. If Casino Guru, the casino and I cannot come to an agreement, I will hire a lawyer and sue Avantgarde Casino for damages. And of course I will take the case to the press.

Best regards, Nicole

Zusatz Avantgarde Casino Beschwerde.

Es ist mir klar,wenn ein Casino Freispiele oder einen Chip an Kunden vergibt,dass man einen gewissen Umsatz bringen muss um überhaupt "Echtgeld"gewinnen zu können.Allerdings war es in meinem Fall ein Geschenk was ich gewonnen habe.Desweiteren war der Kundendienst des Casinos sehr unfreundlich mir gegenüber,als er bemerkte,dass ich gewonnen habe.Er hat einfach nicht mehr reagiert.Ich finde es eine Frechheit,so mit einem Kunden umzugehen.Sollte mit Casino -Guru dem Casino und mir keine Einigung stattfinden, werde ich mir einen Rechtsanwalt nehmen und das Avantgarde Casino auf Schadensersatz verklagen.Und natürlich werde ich mit dem Fall an die Presse gehen.

Mit besten Grüßen Nicole

Dear Chantal20, could you please forward me the email with the bonus offer?

Could you please share your communication with the casino regarding the bonus? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Did you play with both the free 10€ and the free spins?

Dear Dominika.

I only played with the free chip that day. Not with any other free spins offers.

Furthermore, I did not receive 50 euros either.

My casino username is ********.

The email address where the chip was sent lautet.....support@avantgardecasino.com

If you have any further questions, I will be happy to answer them.

Best regards, Nicole

Liebe Dominika.

Ich habe an diesem Tag nur mit dem gratis-Chip gespielt.Nicht mit anderen Freispielangeboten.

Desweiteren habe ich auch keine 50 Euro ausgezahlt bekommen.

Mein Benutzername im Casino ist ********.

Die E-Mail-Adresse wo der Chip versendet wurde lautet.....support@avantgardecasino.com

Falls sie noch Fragen haben sollten,ich antworte gerne.

Mit besten Grüßen Nicole

Dear Chantal20, could you please request your game history in Excel format from the casino? Once you have it, kindly forward it to my email at dominika.l@casino.guru. Additionally, please forward any relevant communication you have had with the casino regarding the issue, along with the exact time of the incident.

Dear Chantal20,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Dominika.

I wrote them an email and got no response. I reported everything I know.

I also sent screenshots. What I wrote here, I wrote again in the email. What else do you want from me? I don't understand the whole thing. I think you want to help? I actually thought that the case would remain unsolved, like many others. It's a shame. You're lucky in life and then everything is taken away from you.

Liebe Dominika.

Ich habe ihnen eine E-Mail geschrieben und keine Antwort bekommen.Alles was ich weiß habe ich berichtet.

Screenshots habe ich auch gesendet.Das was ich hier schrieb,schrieb ich nocheinmal in der Mail.Was bitte wollen sie denn noch von mir?Ich verstehe das ganze nicht.Ich denke sie wollen helfen?Ich habe mir eigentlich schon gedacht,dass der Fall mal wieder wie viele anderen auch,ungelöst bleibt.Es ist ein Jammer.Da hat man nun mal Glück im Leben und es wird einem alles genommen.

Dear Chantal20, I checked the terms and conditions and this is what I found:

12. A player that didn't add funds to his account for one month-long or more (30 days), will be considered a free bonus player and will not be eligible to withdraw winnings from free bonuses or cash granted to him by the casino. The possibility of withdrawing winnings from free bonuses is reserved for our active players only.

Could you please share your deposit history in this casino?

Could you also share your bonus history in this casino?

Could you describe your overall activity in this casino so far?

Kindly forward the bonus offer you received to my email address dominika.l@casino.guru.

Hello Dominika.

Haven't deposited anything at this casino yet.

Sincerely, Nicole

Hallo Dominika.

Habe in diesem Casino noch nichts eingezahlt.

Mit freundlichen Grüßen Nicole

Dear Chantal20, have you reached out to the casino to inquire about the possibility of withdrawal of the funds after a verification deposit?

I have not received any emails from you.

Dear Chantal20,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.