Nine Casino - Играчът е недоволен от бонусната политика.

Hello

I received a personal bonus and used it to win over 1000. You took away my winnings and told me that the max win from this bonus is only 50.

I accepted this because I did not want to argue. However, you included my win of 1000 in my cashback calculation, which is why I did not receive any cashback. In my view, it's very unfair to erase a win but still include it in the cashback calculation.

As my winnings have been factored into the cashback calculation, I demand my winnings of 1000 back.

Hallo

ich habe einen Personal Bonus erhalten und mit diesem über 1000 gewonnen. Sie haben mir den gewinn wieder weggenommen und gesagt, dass der max gewinn mit diesem bonus nur 50 ist.

dies habe ich auch akzeptiert da ich nicht diskutieren wollte. Jedoch haben sie meinen gewinn von 1000 bei meinem cashback berechnet, weshalb ich keinen cashback erhalten habe. Dies ist in meinen Augen sehr unfair, einen Gewinn zu löschen, ihn aber trotzdem bei der Cashback-Brechnung mit einzubeziehen.

Da mein Gewinn bei dem Cashback berechnet worden ist, verlange ich meinen Gewinn von 1000 zurück.

Dear brate123,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. First, I would like to clarify that we cannot influence the casino's bonus policy and how they calculate their bonuses, as it is their own choice and bonuses are something like a gift from the casino. Nor are we in a position to force casinos to give players bonuses, if they are not eligible for them.

Furthermore, could you please clarify which bonus you accumulated your winnings with? If you played with a bonus that indeed had a maximum cashout limit, I am afraid that we are not able to assist at all.

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello

Thank you for your reply.

I'm more concerned with fairness than with the conditions.

I was in the red last week, which is why I was awarded a cashback. However, the profit of 1000 cancelled out my cashback and brought me back into the black for this week. But since the profit was deleted, it shouldn't be taken into account for the cashback.

In my opinion, this is an unfair condition and should definitely be mentioned as: "unfair conditions"

briefly summarized:

before winning: about 500-600 in the minus (about 40 cashback)

after winning with bonus: no more minus, i.e. cashback 0

Winnings deleted, but cashback still at 0.

Hallo

Vielen Dank für Ihre Antwort.

Mir geht es hier mehr um Fairness, als um die Bedingungen.

Ich war letzte Woche im Minus, weshalb mir ein Cashback zugesprochen war. Jedoch hat der Gewinn von 1000, meinen Cashback aufgelöst und mich wieder in’s Plus gebracht für diese Woche. Da aber der Gewinn gelöscht wurde, sollte dieser ja auch nicht für den Cashback berücksichtigt werden.

Dies ist in meinen Augen eine unfaire Bedingung und sollte unbedingt erwähnt werden als: „unfaire Bedingungen"

kurz zusammengefasst:

vor dem Gewinn : ca 500-600 im minus (ca 40 Cashback)

nach dem Gewinn mit Bonus: kein Minus mehr, sprich Cashback 0

Gewinn gelöscht, Cashback jedoch immer noch auf 0.

Thank you for your reply, brate123. I understand your frustration, but casinos are allowed to set the bonus conditions as they wish, and unless the rule is unfair according to our policy, we aren't able to assist.

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.