Simsino Casino - Spelarens vinster konfiskerade på grund av bonusöverträdelse.

Hello,

I used a 100% bonus at Simsino with a 30€ deposit. In my account, the following was shown: 30€ real money, 30€ bonus money, a total of 60€. There was a progress bar for the turnover of the bonus. After a few spins (around 10€ turnover), I checked the progress bar of the bonus and found out that the progress bar was still at 0%. Therefore, I realized that I was playing with my real money first. To be absolutely sure, I asked again in the chat. I was assured that I was playing with real money. I played my money down to 37.47€, so I was still using my real money. After that, I had several wins, with real money. The progress bar of the bonus money was still at 0%.

When my balance was at 913.8€, I made a withdrawal of 850€.

Then, my account had 33.80€ left. So, the bonus amount of 30€ was canceled from my withdrawal.

Calculation:

913.8€ - 850€ - 30€ Bonus = 33.80€

I gambled away the remaining amount of 33.8€ at the casino.

My withdrawal was then rejected because I apparently played prohibited games ("Reactoonz" and "The Dog House") with the bonus money. But I never played with the bonus money. This is also clear from the fact that the entire bonus of 30€ was deducted from my withdrawal. Thus, it can't be the case that I played with the bonus money.

The amount of 30€, which I deposited, was credited back to my account. This resulted in a loss of 850€ - 30€ = 820€

I informed Simsino's support team about everything via email and have been waiting in vain for a response ever since.

Attached are the following screenshots:

• Attachment1.png = Minimum account balance of 37.47€
• Attachment2.png = Balance before and after withdrawal
• Attachment3.pdf = Email conversation

Please examine the case. I am grateful for any help you can offer.

Thank you in advance.

Hallo,

ich habe bei Simsino einen 100% Bonus genutzt mit einer 30€ Einzahlung. Im Konto wurde mir folgendes angezeigt: 30€ Echtgeld, 30€ Bonusgeld, insgesamt also 60€. Es gab einen Fortschrittsbalken für den Umsatz des Bonuses. Nach ein paar Spins (ca. 10€ Umsatz) habe ich den Fortschrittsbalken des Bonuses gecheckt und festgestellt, dass der Fortschrittsbalken immer noch bei 0% war. Somit war mir klar, dass ich zuerst mit meinem Echtgeld spiele. Um auf Nummer sicher zu gehen habe ich im Chat nochmals nachgefragt. Mir wurde bestätigt, dass ich mit Echtgeld spiele. Ich habe mein Geld auf 37,47€ runtergespielt, also noch mit Echtgeld. Ab dann hatte ich mehrere Gewinne, mit Echtgeld. Der Fortschrittbalken des Bonusgeldes war immer noch auf 0%.

Bei 913,8€ habe ich eine Auszahlung über 850€ getätigt.

Auf meinem Konto waren dann noch 33,80€. Der Bonusbetrag von 30€ wurde mir also bei meiner Auszahlung storniert.

Rechnung:

913,8€ - 850€ - 30€ Bonusgeld = 33,80€

Den Betrag von 33,8€ habe ich im Casino verspielt.

Meine Auszahlung wurde dann abgelehnt mit der Begründung, dass ich mit Bonusgeld verbotene Spiele gespielt habe ("Reactoonz" und "The Dog House"). Ich habe aber nie mit Bonusgeld gespielt. Weil mir auch bei meiner Auszahlung der komplette Bonus von 30€ wieder abgezogen wurde. Somit kann es nicht sein, dass ich mit Bonusgeld gespielt habe.

Auf mein Konto wurde mir ein Betrag von 30€ Echtgeld, die ich eingezahlt habe. Somit habe ich einen Verlust von 850€ - 30€ = 820€

Ich habe alles per Mail dem Support von Simsino geschildert und warte seitdem vergeblich auf eine Antwort.

Im Anhang sind folgende Screenshots:

• Anhang1.png = Minimaler Kontostand von 37,47€
• Anhang2.png = Konstostand vor und nach der Auszahlung
• Anhang3.pdf = Mailverlauf

Bitte prüfen Sie den Fall. Ich bin für jede Hilfe dankbar.

Vielen Dank im Voraus.

Dear lowlanney,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We think that restricted games for bonus play should be blocked, and this rule enforced at the software level, i.e., that the casino's software or website shouldn't let players place bets on the games that are not allowed to be played while completing the bonus wagering. That would be an ideal scenario. Another acceptable practice would be to at least alert the players when they access a restricted game that this game is not allowed to be played while they have an active bonus. 

• Could you please advise if you have been warned by the software when accessing any of the restricted games and if it was your first redeemed bonus in this casino?
• If you wish to forward any relevant communication or supporting evidence you can do so at petronela.k@casino.guru. 

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hello Petronella,

thanks for the answer. It would be much better if you just get a message about blocked games 🙁

• I was not warned by the software when I opened the restricted games
• It was not my first redeemed bonus on Simsino

Best regards

Hallo Petronela,

danke für die Antwort. Es wäre viel besser, wenn man einfach eine Meldung bekommt bei gesperrten Spielen 🙁

• Ich wurde von der Software nicht gewarnt, als ich die eingeschränkten Spiele öffnete
• Es war nicht mein erster eingelöster Bonus auf Simsino

Viele Grüße

Thank you very much, lowlanney, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 in the near future.  

Hello,

Thanks.

What's more, I'm not being given my cashback. Every Friday at Simsino there's cashback. I wasn't credited with any cashback because the casino said I had won. However, my winnings were cancelled (€820, hence this complaint). After asking several times in the chat, the cashback still hasn't been credited to me. The reason: I had won and my winnings are higher than my deposits. But I didn't have a single withdrawal during the week, only deposits.

Best regards

Hallo,

danke.

Was jetzt noch hinzukommt ist, dass mir mein Cashback verwehrt wird. Wöchentlich gibt es bei Simsino jeden Freitag Cashback. Mir wurde kein Cashback gebucht, weil ich laut Casino ja gewonnen habe. Der Gewinn wurde mir aber jedoch storniert (820€, deswegen diese Beschwerde). Nach mehrmaligem Nachfragen im Chat wird mir das Cashback weiterhin nicht gebucht. Begründung: ich hätte ja gewonnen und meine Gewinne sind höher als meine Einzahlungen. Aber ich hatte in der Woche keine einzige Auszahlung, nur Einzahlungen.

Viele Grüße

Hello lowlanney,

I'm Michal and I have taken over your complaint. I have reviewed your case and as my colleague Petronela mentioned we don't think that voiding the winnings just because the player has played a game that was not automatically disabled by the system when playing with a bonus is a fair practice. the casino has indeed a list of restricted games mentioned in its Bonus terms, however to my understanding it is mentioned when playing with bonus funds, not real money. I will contact the casino to shed more light on this.

We would like to invite Simsino Casino to join the conversation.

Dear Simsino Casino,

I understand that the bonus terms and conditions outline a list of restricted games. However, the player utilized their real money funds, not bonus funds, to play the slots, as indicated in the rule:

2.7.6. We reserve the right to update this list and forfeit any winnings if bonus funds are wagered on these games.

Could you please provide further clarification on why your system permitted the player to access games that should have been restricted from bonus play? Additionally, I'm seeking an explanation for the forfeiture of the player's balance, considering bonus funds were not utilized at the time.

Thanks.

I don't think Simsino answers. The support is not cooperative. Questions are ignored or there is a standard answer that doesn't even fit the actual question. Thanks for the effort though. We'll see if the casino responds.

I will publish my complaint on other platforms if Simsino does not respond.

Best regards

Danke.

Ich glaube nicht, dass Simsino antwortet. Der Support ist nicht kooperativ. Fragen werden ignoriert, oder es gibt eine Standardantwort, die gar nicht zur eigentlichen Frage passt. Trotzdem danke für die Mühe. Wir werden sehen, ob vom Casino noch etwas zurückkommt.

Ich werde auf weiteren Plattformen meine Beschwerde veröffentlichen, wenn Simsino nicht antwortet.

Liebe Grüße

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 lowlanney,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Kahnawake Gaming Commission via complaints@gamingcommission.ca and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru