Casinia Casino - Бонусът на играча е конфискуван.

Hello, I have a problem with Casinia Casino. I made a deposit as usual and received a 100% bonus plus free spins and a bonus crab. Everything was fine, then I had a bonus card left from playing throughout the year, which I used to get two more bonus items. I went into the bonus program and managed to get the four-leaf clover twice, resulting in €20 bonus money from the casino or for the casino. The first clover just after 7 am did not get automatically credited or transferred.

I wrote to the person in charge who seemed quite overwhelmed, managing a chat with 30-40 people at that time, which wasn't pleasant.

No worries, they said they'll resolve it and contact me via email. For security, I also wrote an email to the support explaining the problem. Then, about half an hour later, I played again with the second bonus crab and the second clover, earning another €20 bonus. This was properly displayed as €20 bonus available on your account, but once I exited the bonus crab to check my account, there was no note, no nothing - the €20 was missing. I reported it again on the board, explaining the situation clearly and thoroughly, approximately over a 24-hour period. I can upload the emails if needed.

But here’s the kicker: I received a response from an administrator of the casino stating that I am not eligible for any bonus offers at this casino.

Is this legitimate?

Do I have to accept this even though it was a bonus from the start?

However, I bought the second crab by exchanging coins in the casino’s shop and used it to get something, which was the reward for the four-leaf clover.

Can the casino completely deny me this reward simply because the administrator decided so, or does this constitute a form of suppression or deception?

Regards,

Germanmafia

Hallo ja folgendes Problem casinia Casino ich habe das ganz normal eingezahlt und bonus war 100% Bonus donner Freispiele und eine bonuskrabbe. Alles klar ganz gut dann dann hatte ich noch eine Bonuskarte über und aus dem Jahr aus dem Spielen worauf ich mir noch zwei bonuskram geholt habe. Da bin ich in das Bonusprogramm Spiel und habe zweimal das vierblättrige Kleeblatt geschafft daraus zu holen bedeutet 20 € Bonusgeld vom Casino oder fürs Casino. Das erste Kleeblatt so gegen kurz nach 7 Uhr morgens das wurde nicht automatisch gutgeschrieben oder transferiert. Geschrieben den zuständigen war auch ziemlich überfordert war von 30-40 Leuten im Chat das war schon nicht mehr schön.

Aber ist kein Problem der kommt das vorhin lösen hat gesagt die melden sich per E-Mail alles gut zur Sicherheit habe ich dann noch mal selber eine E-Mail an den Support geschrieben und das Problem erklärt ja dann abgebaut bzw eine halbe Stunde später mir zweiten bundeskrabbe und dem zweiten Kleeblatt nochmal 20 € Bonusgeld erspielt. Oh die wurde ganz regulär angezeigt 20 € Wohnungsgeld zeigt auf ihrem Konto sofort verfügbar nur als ich dann aus dem bundeskrabbe rausgegangen bin in meine Account gucken kein Vermerk kein nichts 20 € direkt auf dem Konto wieder ins Board angeschrieben das gleiche Spiel noch mal immer wieder gesagt weiter an die zulässige Stelle ungefähr 24 Stunden da also das Problem wirklich deutlich und sehr gut erklärt. Ich kann die E-Mails gerne nachher gerne hochladen. Aber jetzt kommt der Hammer ich habe als Antwort bekommen administrator des Casinos gehalten hat aufgrund dessen ich gar keine Bonusangebote müssen also gar keinen Bonus bei diesem Casino bekomme. 

Ist das so rechtens?

Muss ich das so akzeptieren weil es ist ja ein Bonus von Anfang an war.

Aber die zweite Krabbe die habe ich mir ja von meinem wir tauschten coins in dem Shop des Casinos gekauft und dann eingesetzt um eben da auch was zu bekommen und das waren eben diese ja der Gegenwart für dieses vierblättige Kleeblatt.

Darf das Casino mir den Gegenwert jetzt komplett verwehren aus einfach nur aus dem Grund weil der Administrator dazu beschlossen hat oder ist es ein Spiel gegen wert welches wiederum ein gewisser Weise eine kleine Form von Unterschlagung stellt, im Sinne von verprellen?

MfG

Germanmafia 

Dear ubleeks,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casinia Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share screenshots from your account supporting your claims regarding the situation?
• Could you please share with me the communication between you and the casino regarding the issue? Please forward your inquiry sent to the casino and the casino's response to my email at tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Thanks for the provided information, ubleeks.

Could you please explain whether you made any screenshots of the award you won?

Please understand that without any evidence or acknowledgment, that the casino made a mistake we might not be able to ask the casino to credit you any balance on your account.

No, because it is normally automatically transferred to your own account and is only displayed for a few seconds, I was not able to take any direct screenshots. But I can happily take a screenshot of my Bonus Crab Statistics. Because I only deposited once and it says I won clover leaves twice, but the corresponding amount was never paid out.

Nein, da es normalerweise automatissch in den eigenen Account übertragen wird und nur ein paar sekunden eingeblendet wird, hab ich keine direkten Screenshots machen konnen. Aber Ich kann gerne ein Screenshot von meiner Bonus Crab Statistic machen. Da ich nur 1x eingezahlt habe und dort 2 x Kleeblatt gewonnen steht, aber nie ein entsprechender Gegenwert ausgezahlt wurde, machen.

I apologize for the late reply.

From your description of events, the bonuses were deliberately disabled for you in your player's account.

Please note the casino has the right to do so according to the casino's terms and conditions: https://casinia12.com/en/rules

7.3 We reserve the right to deny a bonus to any customer, reject bonuses of any kind, cancel participation in any promotion, as well as permanently or temporarily ban any customer or a group of customers from the promotion program of the Website at our sole and absolute discretion. In the event of any dispute regarding our promotions (including, without limitation, eligibility, use, abuse, fair play, calculation of winnings and wagering requirements) Company’s decision shall be final and non-negotiable.

We regret to inform you that we are unable to compel casinos to upgrade your player's status or suggest that they provide you with loyalty rewards. It is important to note that casinos are not obligated to offer any benefits to their players and may exclude individuals from their loyalty program without prior notification. While we understand the importance of keeping customers informed about any changes that may impact their player experience, we do not intervene in these matters and allow casinos to make their own decisions regarding who receives loyalty rewards and who does not.

Please let me know if there is any information I might not have considered otherwise your complaint will be closed.

Dear ubleeks,

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.

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.