Sykaaa Casino - Spillerens gevinster reduceres efter aktivering af en inaktiv bonus.

Hello. On Monday, I received a cashback of 216 rubles, which I lost in gameplay, leaving only 0.35 cents on my account - an amount insufficient to place a wager in any game within your casino. On Saturday, I made a deposit of 350 rubles and started playing with real money, meaning not a single wager was made using bonus balance. My game winnings rose to 11,000 rubles, and I placed them for withdrawal. Subsequently, I received a notification that I had an inactive bonus sum of 215 rubles and that this bonus would be canceled if I decided to withdraw the money. I activated this bonus and instantly my 11,000 rubles turned into only 2,000. I haven't placed any bets after this happened. I believe that I was misled by that notification and my request is to have this bonus canceled and my legitimately earned real money returned.

Здравствуйте.В понедельник получил кэшбэк по моему 216 рублей ,кэшбэк был проигран ,на счёте оставалось 0.35 копеек на которые не возможно сделать ни одной ставки,не в одной игре в вашем казино.В субботу сделал депозит 350 рублей и начал играть на реальные средства ,то есть не было сделано не одной ставки с бонусного баланса,играя поднялся до 11000 рублей ,и поставил их на вывод,после чего мне пришло уведомление что у меня есть неактивный бонус на сумму 215 рублей и что в случае вывода денег этот бонус аннулируется ,я активировал этот бонус и тут же мои 11000 превратились в 2000,после этого не сделал ни одной ставки ,считаю что меня ввели в заблуждение уведомлением и хочу чтоб этот бонус был отменён а мне вернули мои честно выигранные на реальные деньги средства .

Hello Mixa71,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Sykaaa Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Can you please forward your deposit, bonus and betting history to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

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.

To my surprise, I did not find a betting history on the casino website, apparently it is completely absent in this casino. My account was confirmed about a year ago, during the time I played in this casino, I never had any winnings, the first time I won something and nothing They let me withdraw my winnings, but hid it. Casino support ignores messages from me, and if they sometimes respond, they refer to the casino rules, although their actions contradict their own rules, clause 10.3 of the casino rules states that winnings received from bonus money should not exceed cashout *10 of the bonus amount, I did not make a single bet with bonus funds, however, my winnings were cut by more than 5 times referring to this point of the rules

К моему удивлению,на сайте казино я не нашел истории ставок ,видимо она вообще отсутствует в этом казино.Учетная запись моя подтвержденна примерно год назад ,за время игры в этом казино ,не разу не было выигрышей ,первый раз выиграл что то и то не дали снять выигрыш ,а скрысили его.Поддержка казино игнорирует сообщения от меня ,а если отвечает иногда ,то ссылаются на правила казино,хотя их действия противоречат их же правилам ,пункт 10.3 правил казино в нем говорится что выигрыши полученные с бонусных денег не должны превышать cashout *10 от суммы бонуса,я не сделал ни одной ставки с бонусных средств ,однако мой выигрыш урезали более чем в 5 раз ссылаясь на этот пункт правил

Hello Mixa71,

Do I understand it correctly that there is not a single information regarding any deposit, bonus or betting you made? Can you at least forward the communication between you and the casino to nikolas.b@casino.guru?

There is information on deposits, there is no information on the game, there is no spin history, the casino blocked me, I can no longer access their website

Информация по депозитам есть ,нет никакой информации по игре,нет истории спинов,казино меня заблокировало,больше не могу зайти к ним на сайт

They blocked my access, they are afraid of the truth

Заблокировали мне доступ,боятся правды

I really want to convey the truth to everyone about these scammers

Очень хочу донести правду до всех о этих аферистах

Thank you Mixa71 for all the information provided. I will now forward your complaint to my colleague Pavel (pavel.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Mixa71!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

I’ll describe the situation once again. On Monday they give me a cashback of 216 rubles, I completely lose it, there are still some 35 kopecks left for which it is impossible to make a single bet in more than one game in this casino. On Saturday I make a deposit of 350 rubles and rise from this deposit to 11,000 rubles , I didn’t place bets from the bonus account because there was no money there, I bet the money for withdrawal and I received a notification that when I withdraw the money I will lose the bonus 216 rubles, I click to withdraw the bonus, and immediately instead of 11,000 I have 2,000 left in my account. I write to the casino without placing bets, cancel the bonus for me, return the money to me, to which they replied that we cannot cancel the bonus, they began to ignore it after they blocked the account altogether

Ещё раз опишу ситуацию.В понедельник мне дают кэшбэк 216 рублей я его полностью проигрываю остаются какие то 35 копеек на которые невозможно сделать ни одной ставки не в одной игре в этом казино.В субботу делаю депозит 350 рублей и поднимаюсь с этого депозита до 11000 рублей,с бонусного счета ставки не делал так как там денег не было,ставлю деньги на вывод и мне приходит уведомление ,что при выводе денег я потеряю бонусные 216 рублей,я нажимаю забрать бонус,и тут же вместо 11000 на счету у меня остаётся 2000 ,я не делая ставок пишу в казино отмените мне бонус ,верните мне деньги ,на что они мне ответили что мы не можем отменить бонус,стали игнорировать после вообще заблокировали аккаунт

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.

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 close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change 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. Also, the casino has Antillephone License which does not accept player's complaints for now, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team