NightRush Casino - Выигрыш игрока был ограничен.

Dear guru team,

I need your help on the following issue:

On 03/31/23 I made a deposit at Nightrush Casino to take advantage of a deposit bonus (200 Free Spins) offered by email. Since this bonus was not automatically added after deposit, I then contacted the chat. Cindy from support then explained to me that it was my second deposit and the DEPOSIT bonus for it would be 100 free spins. Cindy then added this bonus (4 sets of 25 Free Spins) to my account (see chat history attached). So far so good.

In the third set I made about €18 in those 25 FS.

I managed to meet the wagering requirements with this €18. When I wagered the bonus I had around €306 in real money balance. And now it comes: the next moment it was no longer 306 € but only 50 €.

Since there is no profit limit for deposit bonuses at Nightrush, I was shocked at first and contacted the chat. An endless discussion with Arwen from support didn't solve the problem at all. Arwen kept telling me the free spins win limit was €50 and bombarded me with links to the bonus terms. These Terms state a win limit for NO DEPOSIT Free Spins only. But he didn't respond to that and ended the chat at some point. Subsequent contact via email has so far received no response from the casino.

As I have seen on your site, among the Nightrush complaints there is a fairly identical case at one of their sister casinos. It was probably the case that an error treated the free spins as no deposit instead of deposit.

I would like to ask you for your help in order to solve this ugly situation.

Best regards

Hottemann

Liebes Guru Team,

ich benötige mal wieder eure Unterstützung zu folgendem Sachverhalt:

Am 31,03.23 zahlte ich im Nightrush Casino ein um einen per Mail angebotenen Deposit Bonus (200 Free Spins) zu nutzen. Da dieser Bonus nach Einzahlung nicht automatisch hinzugefügt wurde, kontaktierte ich dann den Chat. Cindy vom Support erklärte mir dann, dass es meine zweite Einzahlung ist und der DEPOSIT Bonus dafür wären 100 Free Spins. Cindy fügte diesen Bonus ( 4 Sets zu 25 Free Spins) dann zu meinem Account hinzu Siehe Chatverlauf im Anhang). Soweit, so gut.

Im dritten Set erspielte ich in diesen 25 FS etwa 18 €.

Es gelang mir mit diesen 18 € die Umsatzbedingungen zu erfüllen. Als ich den Bonus Umgesetzt hatte, hatte ich etwa 306 € Echtgeld als Guthaben. Und jetzt kommts: im nächsten Moment waren es nicht mehr 306 € sondern nur noch 50 €.

Da es bei Nightrush keine Gewinngrenze für Deposit Boni gibt, war ich erst mal geschockt und kontaktierte den Chat. Eine unendliche Diskussion mit Arwen vom Support brachte keinerlei Klärung des Problems. Arwen erklärte mir immer und immer wieder dass das Gewinnlimit für Free Spins bei 50 € liegen würde und bombardierte mit Links zu den Bonus Terms. Diese Terms besagen ausschließlich ein Gewinnlimit für NO DEPOSIT Free Spins. Darauf ging er aber nicht ein und beendete den Chat dann irgendwann. Eine anschließende Kontaktaufnahme per Email blieb bis dato ohne jegliche Resonanz des Casinos.

Wie ich bei euch auf der Seite sehen konnte, gibt es unter den Beschwerden zu Nightrush einen ziemlich identischen Fall in einem ihrer Schwestercasinos. Da war es wohl so, dass ein Fehler die Free Spins auch als No Deposit anstatt Deposit behandelte.

Ich bitte euch noch um Hilfe zwecks Lösung dieser unschönen Situation.

Viele Grüße

Hottemanne

Hello hottemanne,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with NightRush 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? How many free spins did you receive in total as from the screenshots your provided, it states that the 100 spins received from the deposit were lost and you received additional spins afterwards. When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nick,

I have uploaded my documents to the casino but am still waiting for my bank details to be verified. Address and ID are already verified.

The 100 free spins was the second deposit bonus. They weren't lost, they were added manually by support as a second deposit bonus because the system didn't do it automatically. My profit results from this deposit bonus.

The last time I had contact was on the night of April 3rd/4th chatting with a certain Arwen. There it was (as described) that my profit from the deposit bonus was treated as a no deposit and was therefore unjustifiably reduced. My two other attempts to contact me via email have so far been ignored by Nightrush Casino.

Best regards

Hottemann

Hallo Nick,

meine Dokumente habe ich im Casino hochgeladen, warte aber noch auf die Verifizierung meiner Bankdaten. Adresse und Ausweis sind bereits verifiziert.

Die 100 Freispiele waren der zweite Einzahlungsbonus. Sie gingen nicht verloren, sie wurden vom Support manuell hinzugefügt als zweiter Depositbonus weil das System es nicht automatisch gemacht hat. Aus diesem Einzahlungsbonus resultiert mein Gewinn.

Das letzte Mal kontakt hatte in der Nacht vom 3. auf den 4. April im Chat mit einem gewissen Arwen. Dort ging es (wie geschildert) darum, dass mein Gewinn aus dem Einzahlungsbonus als No Deposit behandelt und somit unberechtigterweise reduziert wurde. Meine zwei weiteren Kontaktversuche per Email wurden bis dato vom Nightrush Casino ignoriert.

Viele Grüße

Hottemanne

By the way, my case is very similar to this one from sister casino Turbico:

https://casinoguru-de.com/turbico-casino-the-player-winnings-from-free-spins

Übrigens gleicht mein Fall sehr diesem Fall aus dem Schwestercasino Turbico:

https://casinoguru-de.com/turbico-casino-die-gewinne-des-spielers-aus-freispielen

Ich habe nun gerade erneut versucht die Angelegenheit im Chat zu klären. Bis auf die Zusage es werde an die zuständige Abteilung weitergeleitet, erneut vergeblich. Damit du dir ein Bild machen kannst ist hier der Verlauf:

Thomas (u_184656)

5. Apr. 2023, 15:29 GMT+2

Chat started: 2023-04-05 12:57 PM UTC

(12:57:17 PM) Thomas : Hello, when can I expect my case to be resolved. I was wrongly reduced my winnings from the second deposit bonus. This win was suddenly treated as a no deposit win and reduced to €50 as mentioned.

( *** Jay Support joined the chat ***

(01:00:39 PM) Jay Support: Hello, my name is Jay and I will be assisting you today.

(01:00:48 PM) Thomas : Hi Jay

(01:01:29 PM) Jay Support: Could you please provide the game you were playing and the date when it happened?

(01:01:59 PM) Thomas : Sure, moment please

(01:03:03 PM) Thomas: 2023-04-03 12:20 AM UTC

(01:03:18 PM) Thomas: Christmas Bonanza

(01:03:48 PM) Jay Support: Thank you for the information. Kindly give me few minutes to check?

(01:04:03 PM) Thomas: Fine, thank you

(01:12:46 PM) Jay Support: Thank you for waiting.

Okay so I did some investigation and it seems the balance changed when you completed your freespins The money was the accumulated total you were getting from the free spins ,

And as you completed this your total changed to 50 Euro because In Our terms and conditions it states that 50 Euro is the max win and withdrawal amount from a bonus

https://new.nightrush.com/en/bonus-terms Here is link where you can check this out, I'm really sorry about the confusion

(01:15:12 PM) Thomas: €50 maximum profit from a deposit bonus? You can't be serious. Please deposit €10 or more to win a maximum of €50. And it doesn't say so anywhere. %0 maximum profit always refer to the maximum profit from no deposit free spins.

(01:16:25 PM) Thomas: "Unless stated otherwise, maximum winnings, as well as withdrawal limits Unless stated otherwise, maximum winnings, as well as withdrawal limits for no-deposit free spins are 50 EURO"

(01:16:40 PM) Thomas: For NO DEPOSIT

(01:17:16 PM) Thomas : But I paid. For the second deposit bonus

(01:18:02 PM) Jay Support: You can check the terms and conditions here : https://new.nightrush.com/en/bonus-terms

(01:19:38 PM) Thomas: Jay, I've already read it more. It says NOTHING about top win with a DEPOSIT BONUS

(01:20:07 PM) Jay Support: I will escalate it to the relevant department.

(01:21:12 PM) Thomas: That sounds good. It seems to be the right way.

(01:22:27 PM) Jay Support: Is there anything else I may assist with?

(01:23:36 PM) Thomas : Have you forwarded it to the appropriate department?

(01:25:07 PM) Jay Support: I will forward it after chat.

(01:25:25 PM) Jay Support: Is there anything else I may assist with?

(01:25:43 PM) Thomas: OK, thank you. that was it at first. Have a nice day Jay

(01:26:22 PM) Jay Support: Thank you!

(01:28:10 PM) Thomas: Ciao

(01:29:19 PM) Jay Support: I will close the chat now to assist other players in the queue. If you have any other question contact us again via Live Chat or Email as we are available 24/7!

Have a nice day 

(01:29:22 PM) *** Jay Support left the chat ***

Hello Nick,

when will I read something from you again?

Hallo Nick,

wann lese ich wieder was von dir?

Hello hottemanne,

We apologize for answering in English.

Thanks for your detailed feedback.

We would like to apologize for the inconvenience that you had.

We restored your winning amount, so now you can continue to enjoy the gaming process. After we were informed about the issue, the proper feedback will be given as well to the agents that handled your concern.

If you still have any questions, please contact us on live chat or via this email - support@nightrush.com.

We are available 24/7.

Sincerely, NightRush Casino

Hello NightRush representatives,

I'm glad the problem has now been identified and resolved.

But what pleases me at all is the way your two support staff are handling the problem. For almost 5 days I had to be extremely annoyed. For days I was almost driven insane by them. Over and over again they sent me the identical link to the bonus terms and conditions stating that the maximum win on free spins is €50. Regardless of whether deposit or no deposit. I have never experienced anything like this in any other casino.

I never felt that these two employees had any serious interest in solving the problem. Of course, the fact that the casino didn't answer my emails didn't weaken this feeling either.

All this is more than a pity for me, since the slot selection is really good and I actually liked playing in your casino.

Finally, something positive: The payout arrived at my bank today.

greeting

Hottemann

Hallo NightRush Vertreter,

dass das Problem nun erkannt und gelöst wurde freut mich.

Was mich aber überhaupt freut, ist der Umgang Ihrer beiden Support Mitarbeiter mit dem Problem. Fast 5 Tage lang musste ich mich maßlos ärgern. Tagelang wurde ich von denen beinahe in den Wahnsinn getrieben. Immer und immer wieder schickten sie mir den identischen Link zu den Bonusbedingungen der besagen sollte, dass der Höchstgewinn bei Freispielen 50 € beträgt. Unabhängig davon ob Deposit oder No Deposit. So etwas habe ich bis dato in keinem anderen Casino erlebt.

Ich hatte nie das Gefühl, dass diese beiden Mitarbeiter ein ernsthaftes Interesse daran hatten, das Problem zu lösen. Auch das Nichtbeantworten meiner Emails seitens des Casinos hat dieses Gefühl selbstredend nicht entkräftet.

Das alles ist für mich mehr als schade, da die Slotauswahl wirklich gut ist und ich eigentlich gerne in Ihrem Casino spielte.

Abschließend aber auch etwas positives: Die Auszahlung kam heute bei meiner Bank an.

Gruß

Hottemanne

Thank you hottemanne for letting us know that the issue has been resolved. Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you out.

Regards,

Nick