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Claim for unfair cancellation of earnings and abusive bonus practices

I am contacting you to file a formal complaint regarding the cancellation of my earnings and the systematic rejection of my withdrawal requests, which I consider to be an abusive and unjustified practice.

The day I registered at the casino, I made my initial deposit of €20. I automatically received an additional €20 bonus, without being offered the option to decline it or clearly notifying me of any specific limitations associated with it.

I played a total of €40 on the "Wanted Dead or a Wild" slot, unaware that it was prohibited with an active bonus. With just €5 of my real balance, I earned a €100 profit, and later won €1,000 playing the "Mental 2" slot. I subsequently made a second deposit of €200, which was also automatically bonused. Again, I used that money (mostly my real balance) to continue playing, reaching a total balance of approximately €3,400.

I received a message about the 100% bonus with the deposit WITHOUT WAGERING REQUIREMENT, and the first message I received was that I exceeded the wagering requirement by €46 and played a prohibited machine.

After requesting a withdrawal, delays began due to supposed account verifications. Finally, after weeks of no progress, I was notified that all my winnings had been confiscated, leaving me with only the €200 from my second deposit. The reason given was that I had played prohibited games while the bonus was active, according to the bonus terms.

I consider this decision to be abusive for the following reasons:

The bonus was activated without informed consent or a clear option to opt out.

The list of prohibited games is extensive and inconspicuous, and is not revealed when launching the game.

The policy of mixing real balance and bonus balance from the outset without clear information creates confusion and encourages situations like this.

I played mostly with my real money and won legitimately.

They made me waste weeks with deliberate delays, only to finally cancel my balance without clear warning.

Reclamación por cancelación injusta de ganancias y prácticas abusivas con bonos

Me pongo en contacto con ustedes para presentar una reclamación formal por la cancelación de mis ganancias y el rechazo sistemático de mis solicitudes de retiro, en lo que considero una práctica abusiva e injustificada.

El día que me registré en el casino, realicé un primer ingreso de 20 €. Automáticamente recibí un bono adicional de 20 €, sin que se me ofreciera la posibilidad de rechazarlo claramente ni se me informara de forma destacada de las limitaciones específicas vinculadas a dicho bono.

Jugué un total de 40 € en la tragaperras "Wanted Dead or a Wild", sin saber que estaba prohibida con bono activo. Con solo 5 € del saldo real, obtuve una ganancia de 100 €, y más adelante gané 1.000 € jugando en el slot "Mental 2". Posteriormente, hice un segundo ingreso de 200 €, que también fue bonificado automáticamente. Nuevamente, utilicé ese dinero (principalmente el saldo real) para seguir jugando, hasta alcanzar un saldo total de aproximadamente 3.400 €.

Me llegó un mensaje de el 100% de bono con el depósito SIN REQUISITO DE APUESTA, y el primer mensaje que me llega es que pase el requisito de apuesta en 46€ y jugué una máquina prohibida.

Tras solicitar la retirada de mis fondos, comenzaron los retrasos por supuestas verificaciones de cuenta. Finalmente, después de semanas sin avances, se me notificó que todas mis ganancias habían sido confiscadas, dejándome únicamente los 200 € de mi segundo depósito. La razón alegada fue que había jugado en juegos prohibidos con bono activo, según los términos del bono.

Considero que esta decisión es abusiva por los siguientes motivos:

El bono fue activado sin consentimiento informado ni opción clara para rechazarlo.

La lista de juegos prohibidos es excesiva y poco visible, y no se advierte en el momento de iniciar dichos juegos.

La política de mezclar saldo real y bono desde el principio sin informar claramente genera confusión y favorece situaciones como esta.

Jugué principalmente con mi dinero real y gané de forma legítima.

Me hicieron perder semanas con retrasos deliberados, solo para finalmente anular mi saldo sin previo aviso claro.

Dear jesusmorente001,

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

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

• Could you please advise how long you have been playing at the casino?
• Is your player's account accessible to you? Can you log in?
• Could you please forward the email in which the casino specifies the accusations against you?
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I've been playing at the casino for a month. I can access my player account. I uploaded the Gmail they sent me here. It's the €2,000 it says, and another €1,000 they took from me that I hadn't yet withdrawn. Instead of withdrawing the €200 I deposited, they canceled all my withdrawals and left the money in my account for me to spend. They seem like scum to me. I'm attaching the accusations and also the Gmail they sent me about the bonus I used, supposedly with no betting limit. I don't know what that means to them... Now you have to read all the terms, since they don't warn you in any way that you're gambling your money on prohibited slots. They let you gamble, so if you lose, they keep the money, and if you win, they keep the money too. It's absolutely absurd. I don't wish anyone harm, but this is taking advantage of people. If they don't give me that money, I wish I could have a coffee in person with the director of this shitty company. Best regards, and thanks for your help!

Llevo jugando en el casino 1 mes, si puedo acceder a la cuenta de jugador. El Gmail que me enviaron lo subí aquí, son los 2000€ que pone y otros 1000€ que no había sacado aún me que quitaron. Y en vez de que me hubiesen retirado los 200€ que deposite me cancelaron todos los retiros y me los dejaron en la cuenta para que los gaste. Me parecen escoria. Adjunto las acusaciones y también el Gmail que me enviaron del bono que utilicé supuestamente sin límite de apuesta, no sé para ellos que significa eso…. Ahora te tienes que leer todos los términos ya que no te avisan de ninguna forma que estás jugando tu dinero en máquinas prohibidas, te dejan jugarlos por si pierdes se quedan el dinero y si ganas también , es absolutamente absurdo, no le deseo el mal a nadie pero esto es aprovecharse de la gente. Si ese dinero no me lo dan ojalá poder tomarme un café personalmente con el director de esta mierda de empresa. Un saludo y gracias por su ayuda!!

Thanks for your reply.

Please check our review of the casino and discover which rules of the casino we consider unfair when used against players:

https://casino.guru/simsinos-casino-review#tab=js-tab-reputation

Our position regarding the breach of max bet rules is closely explained in the Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

• Were you aware of breaching the maximum bet rule in this online casino? Have you breached this rule once or multiple times?

Looking forward to your reply.

Dear jesusmorente001,

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.

If they send you an email that says "no wagering requirements" the last thing you imagine is that it has requirements, even so that clause was violated when I had already won with all the bets at € 0.20-0.40, when I had about € 2300 or so if I bought bonuses but I lost money, I did not win anything buying bonuses, also I did not know that I was using any bonus because if I deposit € 200 well I think that even if they give me bonuses I can play my € 200 wherever I want and in the slots I want, that's why I did not look if I wanted to buy a bonus or not, also even if I have played "prohibited" slots if they let you play it is because you can, or that is assumed. Because then if you make a deposit of € 50 for example, they give you a bonus, and you lose the money they do not return it to you even if it is a slot "prohibited on the list" but if you win they take away your winnings, so you always lose right? I did a "bonus hunt" with MY €200, which obviously when you deposit money with that money you don’t think it has restrictions, and even having them on top of it in the slots where I won the most money were not the "prohibited" ones, they were others but for playing "without knowing that you can’t" like Wanted for example and on top of that losing what I put into that slot they take away everything else, I don’t know what clauses you agree with this casino but in my opinion it’s a scam, you lose or you lose.

si Te envían un correo que es "sin requisito de apuesta" lo último que te imaginas es que tiene requisitos , aún así esa cláusula se violo cuando ya había ganado con todas las apuestas a 0.20-0.40€ , cuando tenía unos 2300€ o así si compré bonos pero perdí dinero no gané nada comprando bonos, también no sabía que estaba utilizando ningún bono porque si yo ingreso 200€ pues yo pienso que aunque me den bonos yo mis 200€ puedo jugarlos donde quiera y en la slots que me apetezca, por eso no miré en si quería comprar un bono o no, también aunque haya jugado slots "prohibidas" si te deja jugar es porque se puede, o eso se supone. Porque entonces si tú haces un ingreso de 50€ por ejemplo, te dan un bono, y pierdes el dinero no te lo devuelven aunque sea una slots"prohibida en la lista" pero si ganas te quitan las ganancias, entonces pierdes siempre no? Yo hice un "bonus hunt" con MIS 200€, que obviamente cuando tú ingresas un dinero con ese dinero no piensas que tiene restricciones, y aun teniéndolas encima en las slots que gane más dinero no fueron las "prohibidas" fueron otras pero por jugar "sin saber que no se puede" a la Wanted por ejemplo y encima perder lo metido en esa slots me quitan todo lo demás, no sé en qué cláusulas estáis de acuerdo con este casino pero en mi opinión es una estafa, pierdes o pierdes.

I understand your point of view, as it's not always clear whether the bonus terms and conditions apply or not.

In general, you should be careful whenever the bonus is in play and left to be wagered. At this point, we would confront the casino and ask for more information to determine whether your play led to an unfair advantage or not; however, the casino has a no-reaction policy toward our complaint resolution center, so this might not be possible.

We are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue; however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, it seems to be a common practice of Simsinos Casino to ignore us completely in our attempts to mediate any kind of issue.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in number. We strictly recommend staying away from Simsinos Casino. I wish I could be of more help.

The casino can reopen this complaint anytime.