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Hello. I want to file a complaint about the opacity of the casino rules. I made several deposits without a bonus in this casino and won about 21 thousand rubles on bets. Then I got a cashback of 600 rubles. I started betting and my balance dropped below the cashback amount (about 16 thousand), which means the bonus was lost, because. it is essentially not tied to a deposit (in a normal casino). Then I won 9 thousand in slots and the balance became 25 thousand. BUT, it turned out that according to the rules of the casino, their cashback is wagered with REAL money and at the end of wagering, 12 thousand were written off from my balance and only 13 thousand were left, because. maxwin from the bonus is only x10 of its amount and ALL winnings go to the bonus amount. Yes, yes, bets are made with real money, and winnings go to the bonus, despite the fact that this is not a deposit bonus. It turns out that for the sake of wagering 600 bonus rubles, I lost 8 thousand real ones.

I have not encountered this in any casino and am very disappointed that at first glance a good casino deceives its players in this way. If it’s not possible to return my winnings, or at least the balance by the time I accepted this ill-fated cashback, then I ask you to at least mark the fact that the bonus rules are opaque so that other players do not make my mistake.

Здравствуйте. Хочу подать жалобу на непрозрачность правил казино. Я сделал несколько депозитов без бонуса в данное казино и выиграл на ставках порядка 21 тысячи рублей. Затем мне упал кэшбек 600 рублей. Я начал делать ставки и мой баланс опустился ниже суммы кэшбека (около 16 тысяч), что значит бонус был проигран, т.к. он по сути не привязан к депозиту (в нормальном казино). Затем я выиграл 9 тысяч в слотах и баланс стал 25 тысяч. НО, оказалось, что по правилам казино, их кэшбек отыгрывается РЕАЛЬНЫМИ деньгами и по окончанию отыгрыша с моего баланса списали 12 тысяч и оставили только 13 тысяч, т.к. максвин с бонуса всего лишь х10 от его суммы и ВСЕ выигрыши идут в сумму бонуса. Да-да, ставки делаются реальными деньгами, а выигрыши идут в бонус, несмотря на то, что это бонус не на депозит. Получается, что ради отыгрыша 600 бонусных рублей, я потерял 8 тысяч реальных.

Я не сталкивался с таким ни в одном казино и очень огорчён, что с первого взгляда хорошее казино, обманывает своих игроков таким образом. Если не получится вернуть мои выигрыши или хотя бы баланс к моменту, пока я не принял этот злосчастный кэшбек, то прошу у вас хотя бы пометить факт непрозрачности бонусных правил, чтобы другие игроки не допустили мою ошибку.

Dear Tews96,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please specify which bonus you have played with? Please, post here a link here, I would like to check the bonus T&Cs.

Additionally, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

Thank you very much in advance.

Best regards,

Kristina

It was a bonus for the level Favorite 6% cashback every week. You can see loyalty bonuses here: https://championgames.xyz/status

Screenshots of the correspondence:

Это был бонус за уровень Фаворит 6% кэшбек каждую неделю. Увидеть бонусы лояльности можно здесь: https://championgames.xyz/status

Скриншоты переписки:

Thank you very much Tews96 for your reply. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Tews96.

I am sorry to hear about your troubles.

May I ask, did you activate this bonus, or was it automatically given to you?

Hello Matej . The bonus was activated by me.

Здравствйте Matej. Бонус был активирован мной.

I would like to invite the casino representative into the case.

Could you please explain to us the bonus mechanics? It looks like it is a big disadvantage to activate the bonus that Tews96 activated. (in his case)

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Tews96.

I am sorry, but it looks like the casino is non-responsive. I would like to try to find a different contact at the casino, and I hope you don't mind.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Tews96.

I am sorry that it is taking so long. I spoke with the casino's representative via Skype some time ago, and he promised to check the case. I extended the timer by 7 days. Hopefully, he will reply by then. Otherwise, I will close the case as unresolved.

Good afternoon!

If you did not agree with the wagering conditions that are visible on the site in the promotions section, then you could not activate it. But you did it voluntarily.

Wagering the bonus with real money is a standard practice, as is the x10 win limit.

Добрый день!

Если Вы были не согласны с условиями отыгрыша, которые видны на сайте в разделе акций, то можно было его не активировать. Но вы сделали это добровольно.

Отыгрыш бонуса с реальных средств - стандартная практика, как и винлимит х10.

Dear casino representative, 

I understand your point of view; however, please try to look at the case from Tews96's perspective.

Tews96, by activating a bonus, didn't gain much (+2.8% of the balance); however, he significantly lowered the amount of money he could win and withdraw. He didn't realise that the bonus could limit him like this. Otherwise, he would not activate the bonus. I understand that this bonus works as it should in many cases, but it is very unwise to activate it in case the player has a more significant amount of real money in the account.

Bonuses should be about giving players something extra; however, in this case, the casino took something instead of giving. It would be fair to cancel Tews96's bonus and let him withdraw 25000 - 600, the initial bonus value. It would also be nice to show a warning for players with a higher amount of real money when they decide to claim this bonus and inform them about the risks they take.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Champion Casino representative.

I understand that by your opinion, the player should calculate if it is a benefit for him to take your bonus. However, we see things differently here. Despite that, technically, you have right. But the user experience from this is awful, and it is not hard to prevent this situation or at least compensate the player for a loss.

Because of that, we decided to close this complaint as unresolved with a status: Against Fair Gambling Codex.

I am sorry, Tews96, that we couldn't help you more. Hopefully, the casino will change the decision later.