DrueckGlueck Casino - Выигрыши бесплатных бонусов игрока уменьшены.

Hello, I won € 1-3 with the free spins. Which in turn can convert into real money. With the real money I then won € 400.

I paid out the amount. Everything worked.

When I asked 2 days later when the amount would be credited to my account, I was informed that € 300 had been canceled and only € 100 would be transferred.

I would have violated the bonus guidelines. I was able to convert the small amount into real money in the free spins and use the real money to make a profit of € 400.

They don't let themselves talk in chat.

What can I do?

Hallo, ich habe mit den Freespins 1-3€ gewonnen. Die Wiederum in Echtgeld umwandeln können. Mit dem Echtgeld habe ich anschließend 400€ gewonnen.

Den Betrag habe ich ausgezahlt. Funktionierte alles.

als ich 2 Tage später nachfragte wann denn der Betrag meinem Konto Gutgeschrieben wird, teilte man mir mit dass 300€ storniert wurden und lediglich 100€ überwiesen werden.

Ich hätte gegen die Bonus Richtlinien Verstoßen. Dabei habe ich in den Freispielen einen den kleinen Betrag in Echtgeld umwandeln können und mit dem Echtgeld die 400€ Gewinn erzielen können.

Im Chat lassen die nicht mit sich reden.

Was kann ich tun?

Dear Said,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions, and this is what I found https://www.drueckglueck.com/bonus-policy/:

"If you receive free money (no deposit bonus/refer a friend bonus/registration bonus etc’) or free spins winnings, unless stated otherwise the maximum amount that you can win or withdraw from it is €100 or two times the bonus amount. The larger amount of the two will be applied. Any winnings greater than the applied amount, including winnings subsequently won from with that money even after any deposit, will be removed from your account. In addition, no winnings accrued in connection with any Free Bonus may be withdrawn until the wagering requirements have been met."

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predator, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play, especially when it comes to No Deposit bonuses.

Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.

Best regards,

Petronela

Dear Said,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.