Gossip Slots Casino - У игрока конфисковали бонус.

I had my bonus confiscated.

I was playing European Roulette.

The terms and conditions state that a message will be displayed for games where bonus play is not allowed, but no message appeared. It also specifies that the message is not displayed for live games, but in this instance, I was playing a table game.

ボーナスを没収された

ヨーロッパルーレットをプレイした。

規約にはボーナスプレイが駄目なゲームにはメッセージが表示されると書いてあるがされなかった。ライブゲームは表示されないと書いてあるが今回私はテーブルゲームだ

Dear hirokann0525,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly based on your description that your bonus winnings were confiscated because you played a restricted game?
• Did you play any other games besides the European Roulette?
• Which bonus did you play with? If possible, please post a link or promo code you used to activate the offer here in this thread.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Based on your description, am I correct in understanding that your bonus winnings were confiscated due to playing restricted games?

yes

Did you play any games besides European Roulette?

slot

Which bonus did you play with? If possible, please post in this thread the link or promo code you used to activate the offer.

300% Deposit Bonus

あなたの説明から判断すると、制限されたゲームをプレイしたためにボーナス賞金が没収されたと理解してよろしいでしょうか?

そう

ヨーロピアンルーレット以外に何かゲームをプレイしましたか?

スロット

どのボーナスでプレイしましたか? 可能であれば、オファーを有効にするために使用したリンクまたはプロモーション コードをこのスレッドに投稿してください。

300%入金ボーナス

It says that the error message won't be displayed if you use the live lobby.

This time I chose from table games but it didn't show up!!

Also, when I asked support, they told me it was automatically restricted.

ライブロビーからだとエラーメッセージ表示されないって書いてあるけど

今回私は　テーブルゲームから選んだのに表示されなかった！！

またサポートで聞いた時も自動で制限されていると言われた

He's using the lack of a license as a weapon to get cocky.

ライセンスがない事を武器に調子乗ってる

Thank you very much for your reply, hirokann0525. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

The terms and conditions say that if you select European Roulette live, no error message will be displayed.

I played a table game this time!

But no error was displayed

The casino is violating the rules

規約にはヨーロッパルーレットはライブから選択すると　エラーメッセージ表示されないと書いてあるが

私は今回テーブルゲームをプレイした！

しかしエラー表示されなかった　

カジノ側が規約に違反している

Thank you very much, hirokann0525, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear hirokann0525,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Gossip Slots Casino to join the conversation and participate in the resolution of this complaint.

Dear Gossip Slots Casino,

Can you please provide more information about the player's use of the roulette game? Is this game restricted from use by the casino software?

Kind regards,

Adam

Hello hirokann0525,

Thank you for sharing your concern, we are always happy to help!

After taking a thorough look through your account, and chat/email history, I can see that the winnings were confiscated due to a bonus terms violation. More specifically, playing a restricted game: European Roulette.

As our terms & conditions states, this game is prohibited to play while wagering a bonus. Even if the pop-up message doesn't appear, the game is still prohibited during bonus wagering. But since you didn't get the pop-up message, we're willing to reimburse 50% of the winnings, you can find them on your account now.

If you have any further questions, please don't hesitate to reach out.

Best regards,

Gossip Slots Manager

The terms and conditions state that a message will be displayed, but it hasn't!

The casino is violating the rules.

I want a full 100% refund

規約にはメッセージが表示されると記載されているけどされていません！

カジノ側こそ規約違反です

全額100%の返金を求めます

Furthermore, it is a malicious casino that does not have a license and refuses to submit it no matter how many times you ask.

また何度求めてもライセンスの提出に応じないライセンスを持っていない悪質なカジノです。

Hello hirokann0525,

As I am aware this is not the first time you have claimed a bonus, can I ask you to clarify if you read the terms and conditions before playing this bonus? As well as being listed as a game that is restricted from use, European Roulette is also listed as a game that contributes 0% to the wagering requirements, were you aware of this?

Kind regards,

Adam

I read it.

However, support told me that it's okay because a message will be displayed for prohibited games.

読みました。

しかしサポートに禁止ゲームはメッセージが表示されるので大丈夫と言われました

But nothing was displayed.

Wouldn't this be fraud?

Also, the casino is not licensed so I think they are trying to frame me! Not allowed.

なのに一切表示されませんでした。

これは詐欺行為になるのではないか！

またカジノはライセンスも取得していないため嵌め込む意図があると思う！許されない

Hello hirokann0525,

Thanks for the clarification. Did the support then state that it was OK for you to play European Roulette? Can I ask if you have a record of the conversation with the support, perhaps a screenshot or email?

Kind regards,

Adam

I haven't heard that far.

I was just told not to worry as a message would be displayed!!

I heard it before I registered so I have no proof 😢💦💦💦

そこまでは聞いていない

ただメッセージが表示されるから心配しなくてよいと言われた！！

登録前に聞いたから証拠がない😢💦💦💦

Hello hirokann0525,

Do I understand correctly - you have read the terms of the bonus before playing, but decided to wager the entire bonus on a game you are already aware is restricted?

I appreciate that you have been told that a pop-up should appear for restricted games, but if you already knew it was not allowed, why did you decide to play that game?

The casino stated that it has returned to you 50% of the winnings already, can you please clarify how much you have received and if you are able to withdraw it?

Kind regards,

Adam

Am I understanding this correctly? You read the bonus terms before you played, and then you decided to bet the entire bonus on a game that you already knew had limitations?

Not reading

The Japanese translation of the terms and conditions was unclear, so I asked about each game one by one, but I don't know if it was because support got tired of it, but they stopped explaining things halfway through.

Because support told me that the message would be displayed.

私の理解が正しいでしょうか。プレイする前にボーナスの条件を読みましたが、制限があることをすでに承知しているゲームにボーナスの全額を賭けることにしたということですか?

読んでいない

規約の日本語訳が曖昧だったため一つ一つゲームを聞いていたらサポートが面倒くさくなったのか分からないが途中で教えてくれなくなり

メッセージが表示されるとサポートで言われたため。

Hello hirokann0525,

The casino has stated that they have since reinstated your deposit, previous to the use of the bonus. As there are many factors in this case that cannot be substantiated (such as the clarity of the translation of the terms and conditions and the failure of the pop-up to tell you that the game was restricted), this may be the best solution on this occasion. Can you confirm if you have received the deposit amount?

Kind regards,

Adam

I don't understand why about 3,900 euros were confiscated!!

Why are they unclear? Terms of use should be clearly written.

Error messages specified in the terms and conditions should be displayed properly.

約3900ユーロ没収される意味が分かりません！！

なぜ不明確なのですか？利用規約はきちんと書かれてるべき。

規約に書かれているエラーメッセージもきちんと表示されるべき

I strongly request a full refund of my winnings

勝利金　全額返金を強く求めます

The casino says they have already refunded 50% of the winnings, but can you clarify how much you received and whether you can withdraw it?

No refund

I'll agree if I can withdraw 2000 euros unconditionally.

カジノ側は既に賞金の 50% を返金したと述べていますが、受け取った金額と、それを引き出すことができるかどうかを明確にしていただけますか?

返金していません

2000ユーロ　無条件で引き出しできるなら合意します

Hello hirokann0525,

To be clear, are you stating you have not received a refund of your deposited amount?

You mentioned that the terms and conditions were unclear, are you able to send me a copy of them in the same language as they appeared to you at the time you read them?

Kind regards,

Adam

Just to clarify, are you saying you have not received a refund for the amount you deposited?

There is a deposit

明確に申し上げますが、預けた金額の返金を受けていないとおっしゃっているのですか?

預けた金額はあります

As stated in our Terms and Conditions, you are prohibited from playing this game while wagering a bonus. Even if you did not see the popup message, the game is prohibited while wagering a bonus. However, since you did not see the popup message, we will refund you 50% of your winnings. You can see the refund in your account.

The casino offered to give me 50% back.

Why is there only the deposited money?

Of course I will get the full refund, which is about 4000 euros.

弊社の利用規約に記載されている通り、ボーナスを賭けている間はこのゲームをプレイすることは禁止されています。ポップアップ メッセージが表示されなくても、ボーナスを賭けている間はゲームは禁止されています。ただし、ポップアップ メッセージが表示されなかったため、賞金の 50% を返金いたします。払い戻し金はアカウントで確認できます。

カジノは50%返すと言ったのに

なぜ預けたお金しかないのでしょうか？

もちろん全額約4000ユーロ返金してもらいます

You mentioned that the terms and conditions are unclear, would it be possible for you to send me a copy of them in the same language that you read them in?

Japanese version!

Please see from the website

利用規約が不明瞭だとおっしゃっていましたが、お読みになったときと同じ言語で利用規約のコピーを送っていただくことは可能でしょうか?

日本語版です！

サイトから見てください

Hello hirokann0525,

We have discussed this case internally and I will share our conclusions.

The game that you have used to wager the bonus is not only listed as restricted from play, but also as contributing 0% to wagering requirements. We are aware that you have played many bonuses in the past and that you have knowledge of how they work and the typical rules that are applied.

The casino implements an error message when accessing a restricted game. You stated that the error message was not displayed to you, but there is no evidence to support this. Consequently, we are unable to enforce the payment of your winnings, and we believe that the return of your deposit is the most reasonable outcome in this situation. As the casino has provided evidence that this has already been returned to you, we will now close the complaint.

Kind regards,

Adam