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I explain well, yesterday Sunday I played with my money and in a tournament that they have daily with a prize of 90 euros I was 2nd, the prize was 33% of the total, 29.65. Okay, wait until the tournament time is up and they gave me the prize. So far so good. Real money, I started to play fruitbatcrazy and I didn't win, I lost, I left that machine and I entered starburst, I also lost but when I had about 14 euros left I started to play Finn and the swirly spin and there I did start to win when I had won 49.32 euros came out of the free spins in the game, but the connection was wrong although I could continue playing, what was the thing, that when I arrived in the world of freespins in the game I could not select any mini-game due to the connection. What did I do, quit the game, log out to refresh, and log back in, but to my surprise I couldn't log into Finn and the swirly spin anymore because I said I had an active bonus. I went to the bonuses and there was a Cashback bonus which I had not been informed because I canceled it to play my freespins in the game and when canceling it, I lost all my money, everything, even the real money won in the tournament, between and I played the freespins and won 15.32 euros and they did not add to my balance either. They say they told me, nobody told me about the cashback, another thing is, if you win during the week they don't give you the cashback and I win the tournament, they are benefits, why did they put the cashback there in the middle of my earnings. And another if I cancel a bonus, the bonus should be canceled, not your real money too. And the last thing is that if you have a bonus you can't play that game, how come I was playing with a bonus in that game if you can't? Because I was playing with the money earned from the tournament. I feel cheated and although it is little money I want it because it is mine, these of goodwin claim the money and tell me that I was warned that I would lose all the money by canceling the bonus. I am not stupid and with real earnings of more than 60 euros I do not cancel a bonus knowing that I am going to lose everything. All I want is my money, nothing more.

Os explico bien, ayer domingo jugué con mi dinero y en un torneo que tienen ellos diario con un premio de 90 euros quedé 2°, el premio era el 33% del total, 29,65. Vale, espere a que se cumpliera el tiempo del torneo y me dieron el premio. Hasta ahí, todo bien. Dinero real, empezé a jugar a fruitbatcrazy y no ganaba, perdía, salí de esa máquina y entre en starburst, también perdí pero cuando me quedaban como 14 euros empezé a jugar a Finn and the swirly spin y ahí sí empezé a ganar cuando tenía ganados 49,32 euros me salieron las tiradas gratis en el juego, pero la conexión iba mal aunque podía seguir jugando, cuál fue la cosa, que cuando llegó al mundo de los freespins en el juego no podía seleccionar ningún mini juego debido a la conexión. Que hice, salí del juego cerré la sesión para refrescar y volví a entrar, pero para mi sorpresa ya no podía entrar en Finn and the swirly spin por qué decía que tenía un bono activo. Fui a donde los bonos y había un bono de Cashback el cual no se me había informado pues lo anulé para jugar mis freespins en el juego y al anularlo, perdí todo mi dinero, todo, hasta el dinero real ganado en el torneo, entre y jugué los freespins y gane 15,32 euros y tampoco se sumaron a mi saldo. Ellos dicen que me avisaron, a mí nadie me avisó del cashback, otra cosa es, que si ganas durante la semana no te dan el cashback y yo gane el torneo, son beneficios, por qué metieron el cashback ahí en medio de mis ganancias. Y otra si yo anulo un bono se debería de anular el bono, no tu dinero real también. Y lo último es que si tienes un bono no puedes jugar a ese juego, como es que yo estaba jugando con un bono en ese juego si no se puede? Porque estaba jugando con el dinero ganado del torneo. Me siento engañado y aunque es poco dinero lo quiero por qué es mio, estos de goodwin les reclamo el dinero y me dicen que se me avisó de que perdería todo el dinero al anular el bono. Yo no soy tonto y con unas ganancias reales de más de 60 euros no anulo un bono sabiendo que lo voy a perder todo. Lo único que quiero es mi dinero, nada más.

Dear JackerGoya,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I found out, that cashback is a part of the Level System and it was probably given to you automatically. Do I understand it correctly, that after you cancelled the cashback bonus, all your balance disappeared? Please, forward your game history to my email address kristina.s@casino.guru if possible.

Additionally, have you tried contacting the casino regarding this issue? Please, send me your communication as well, or, alternatively you can post a screenshot here.

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

Best regards,

Kristina

From what I can deduce, if I make a deposit of 100 euros and activate a bonus and let's say that on those 100 euros I earn 100 more and deactivate the bonus, I lose the money that I also deposited. From what I can deduce. I mean, what kind of bonus is that. Why if you cancel it you lose all the money you have in the account, even your real money. That doesn't make sense.

Por lo que puedo deducir, si yo hago un depósito de 100 euros y activo un bono y pongamos que sobre esos 100 euros yo gano 100 más y desactivo el bono, pierdo el dinero que también deposité. Por lo que puedo deducir. O sea, qué tipo de bono es ese. Por qué si lo anulas pierdes todo el dinero que tienes en la cuenta, hasta tu dinero real. No tiene lógica eso.

Thank you very much JackerGoya for your reply. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello JackerGoya.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Good afternoon.

This is how things really are.

When a game with a bonus occurs (with an activated bonus), bets are taken from the real balance, and winnings are taken into account in the bonus account.

Bonus conditions - Clause 1.2, Clause 1.3, Clause 1.4, Clause 2.2, Clause 3.6

Accordingly, when the bonus is canceled, the entire bonus balance burns out.

Also, when you canceled the bonus, you were notified that all your winnings will be burned out (screenshot)

Your statement that the real balance is burning is not true. The real balance never burns out. Under no circumstances.

Bets are taken from the real balance, and winnings are taken into account on the bonus account. Accordingly, sooner or later ALWAYS the entire balance will go to the bonus account.

Once again, all the rules are described in the Bonus Terms section - clause 1.2, clause 1.3, clause 1.4, clause 2.2, clause 3.6

Let's see, I was playing with the tournament winnings, with real money, not with the cashback and if I was doing it, I didn't know it since I wasn't notified until 7 hours later. How do they activate a bond without consent and why do they not notify the moment they give it if not 7 hours later? And if I deactivate the bonus, why didn't my real money stay in my account and from the 49 euros I had won, I was left with nothing?

A ver, yo estaba jugando con las ganancias del torneo, con dinero real, no con el cashback y si lo estaba haciendo no lo sabía ya que no se me notifico hasta 7 horas después. Como activan un bono sin consentimiento y por qué no avisan en el momento que lo dan si no 7 horas después? Y si desactivo el bono, por qué mi dinero real no se quedó en mi cuenta y de 49 euros que tenía ganados me quedé sin nada?

Let them send you the play history to see what happens. Why is it not in view of the customer?

Que te envíen el historial de jugadas a ver qué pasa. Por qué no está a la vista del cliente?

Hello, let's see, today I made a deposit, and they no longer let me play the netent games and neither any other, I try to make a withdrawal and neither. What is going on with this casino? They also do not respond to me in the chat or emails, and if I cannot play I want the 10 euros deposit back.

Hola, a ver, hoy hice un depósito, y ya no me dejan jugar a los juegos de netent y tampoco a ningún otro, intento hacer una retirada y tampoco. Que es lo que pasa con este casino? Tampoco me responden en el chat ni a los emails, y si no puedo jugar quiero que me devuelvan los 10 euros del depósito.

It is a bad thing after another, they do not answer me and I made the deposit since this morning, and I still do not play and they do not answer me, since there is nobody in the chat and by mail either. It seems to me that they are not leaving me and I imagine it will be because of the complaint that I have made with all my right.

Es una cosa mala detrás de otra, no me responden y el depósito lo hice desde esta mañana, y aún sigo sin jugar y no me responden, ya que no hay nadie en el chat y por correo tampoco. Me parece que no me dejan e imagino que será por la queja que he puesto con todo mi derecho.

Last week at this time I already had the weekly cashback tucked into my earnings and why didn't they do the same this week? Why don't I have winnings to add to the bonus so I have to play it and lose. Those of goodwin know a lot.

La semana pasada a esta hora ya tenía el cashback semanal metido entre mis ganancias y por qué no lo hicieron igual esta semana? Por qué no tengo ganancias que sumar al bono y así tener que jugarlo y perder. Los de goodwin saben mucho.

I checked your account and your cashback was credited, I do not understand the essence of your claim. We clearly indicate that cashback is credited throughout the day.

Dear Jacker.

Is everything clear for you? We believe the casino explanation is justified.

Dear Jacker.

I am very sorry we could not provide you with satisfactory resolution but we believe the casino explanation was relevant. When you cancelled your bonus, you were clearly informed that the winnings would be forfeited.

However, if you do not trust our decision, I recommend you to contact their licensing authority (Curacao). Please, let me know if you require further assistance with it. I will gladly help you (jozef.k@casino.guru).

We will now mark the complaint as 'rejected'.

Best regards, Jozef

Casino.guru