Casinoin - Spelarens vinster konfiskerade på grund av felaktig information.

Good day! Yesterday, I received an SMS saying '50 no-deposit Free Spins from Casinoin, a special gift! They have been added to your account. A wagering of 35x applies. The maximum winning is €20. cnoin.io/cibonus'.

Based on this SMS, I contacted the chat support and sent the representative a screenshot of the SMS, asking if there was a withdrawal limit for these free spins. The representative confirmed that there was no withdrawal limit. So naturally, I tried to fulfill the wager requirement. Today, I fulfilled the wager requirement and was able to win 240 Euros. I once again contacted the support chat. This time, a different representative told me there was a misunderstanding.

I find this quite absurd! I have wasted my time trying to fulfill the wager requirement.

I specifically asked the representative because I wasn't sure about the 'Max €20' mentioned in the SMS. The representative saw the SMS and still assured me that there was no withdrawal limit.

I have the screenshots to prove it.

I think this is outrageous and I want to receive the money I won!

If I hadn't specifically asked about it, it would have been my fault. But despite my explicit inquiry, something like this has occurred!

Guten Tag! Ich habe gestern eine SMS erhalten 50 freispiele. A special gift from Casinoin! 50 no-deposit Free Spins were added to your account. Wagering 35x applies. Max win €20. cnoin.io/cibonus

Wegen genau dieser SMS nahm ich Kontakt mit dem Chat auf und schickte den Mitarbeiter einen Screenshot dieser SMS und fragte ihn, ob es bei diesen Freispielen ein Auszahlungslimit gibt. Dieser bestätigte mir, dass es kein Auszahlungslimit gibt. Trotz dieser SMS. Natürlich habe ich dann versucht den Betrag umzusetzen. Heute hatte ich den Betrag umgesetzt und konnte 240 Euro erzielen. Ich wandte mich wieder an den Chat. Dieser andere Mitarbeiter sagte mir heute, das es ein Missverständnis war.

Das kann doch nicht sein. Ich habe meine Zeit vergeudet um den Bonus umzusetzen.

Ich habe extra den Mitarbeiter gefragt weil ich unsicher war weil in der SMS 20 Max.. stand. Der Mitarbeiter hat die SMS gesehen und trotzdem mir geschrieben es gibt kein Auszahlungslimit.

Ich habe die Screenshots davon.

Ich finde das eine Frechheit und möchte mein erspieltes umgesetztes Geld haben!

Wenn ich nicht extra nachgefragt hätte, wäre es meine Schuld gewesen, aber trotz expliziter Nachfrage passiert dann sowas!

Dear GANJA37,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, the withdrawal limit was explicitly mentioned in the SMS you received, therefore you cannot claim you didn't know about it or that the casino tried to deceive you. It's important to realize that the casino support is managed by humans who can make mistakes, and this may have been a misunderstanding.

Furthermore, you must keep in mind that the vast majority of no-deposit bonuses have a maximum cashout. As long as you were informed that there is indeed a maximum amount you can withdraw from this bonus, there is nothing we can do and we cannot force casinos to pay your winnings in full.

Please, let me know if there is anything else I could help you with, otherwise I will be forced to close this complaint.

Thank you very much in advance for your understanding.

Best regards,

Kristina

Hello again!

That was exactly my concern. Because everything was in that text message. That's why I turned to the chat. I sent this text message to the employee, he saw it and still gave me the okay that there was no limit. Otherwise I wouldn't have spent the 1460 euros that I had to spend.

I don't think it's right and it's a disgrace.

Why do I ask customer service, if they give incorrect information I can't help it.

Kind regards

Hallo nochmal!

Genau das war ja meine Sorge. Weil alles in dieser SMS stand. Deshalb wandte ich mich doch an den Chat. Ich habe den Mitarbeiter diese SMS geschickt er hat sie gesehen und trotzdem mir das okay gegeben das es kein Limit gäbe. Ich hätte doch nicht sonst 1460 Euro umgesetzt die ich umsetzten musste.

Ich finde es nicht richtig und eine Frechheit.

Warum frage ich den Kundenservice, wenn der falsche Auskünfte gibt kann ich nichts dafür.

Mfg

Thank you for your reply, GANJA37. I apologize, but I believe the rules were clear, and one instance of support providing inaccurate information is not sufficient justification to force the casino to fully pay your winnings. If you disagree with our opinion, you have the option to reach out to the licensing authority, although I doubt their perspective will differ.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.