Ovitoons Casino - Выигрыши игрока аннулированы.

So I have been playing at Ovitoons and other sites owned by Universalslots / Mirage Corporation N.V quite a while now. I have always deposited with bonus and always also lost the balance. I have lost approx. 500-800€ on their sites.

Now I finally made it through the wagering requirement and made a withdrawal request of 750 on 28.3.2021 . However to my surprise my winnings were confiscated by the casino. I got no information about this by email or anything. I had to find out my self by asking their live chat. Their live-chat told me that I have abused their bonuses and asked me to contact their manager or something.

I sent an email on 30.3.2021 to the given email address suppor­t@u­niv­ers­als­lot­s.net asking about this and what is going on but got no answer.

Their terms make it seem like they can at some point stop giving you bonuses if you have them too much, which really means that if you win too much with them. However they have always given them to me after my deposit, even thought the live-chat operator always checks my account before adding the bonus. So as I see it they will stop giving the bonuses out after a win like this. This has happened to me on other sites as well.

I understand that idea, but there is no reason to confiscate the winnings when a bonus is wagered fairly and by the terms. By their terms they should just not give out the bonuses if that is the case that you cannot get/use them.

I proposed two options for them in my email:

1. Refund my winnings they confiscated

or

2. Refund my deposits for the bonuses that I should not have gotten on the site Ovitoons and also on their other sites.

So to conclude according to them I should only get the bonuses when I lose and when I win its ok just to take the winnings and refer to bonus abuse. I strongly believe they are breaking their own terms by giving bonuses to "blacklisted" users and so they can confiscate their winnings while keeping them depositing more.

Hope we can get this sorted!

Dear Ossi,

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

"Only 3 bonuses with deposit or no deposit (combined or not) can be used in a row, before a deposit without any bonus, otherwise it is understood as abuser bonus."

We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please forward your cashier and bonus histories to petronela.k@casino.guru? Please advise if you activate bonuses in your account personally or you have to contact the live chat or customer support.

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

Best regards,

Petronela

Hi,

I have always had to contact the live-chat in order to get the bonus as I stated above. And to be clear I thought I can receive these bonuses because well, they always added them for me and they also checked my account before the bonuses were added.

As I said I understand that some places will stop giving out bonuses after wins like this and its cool, but this type of giving them out to you even though you cannot use them is not looking good for them.

I'll send the proof you asked. I hope we can solve this so I don't have to take this further to the license provider.

Br,

Ossi

Hello Ossi,

Could you please try and upload the screenshots in better quality? Thank you very much in advance.

I just checked and I have made combined 560€ of deposits with bonuses on their sites ovitoons, gudar, wills, 4kingslot (owned by Mirage Corporation N.V.) that are over the 3 bonus limit. I can provide proof of these if needed.

Thank you very much, Ossi, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Ossi.

We believe that if the casino want's to limit the players with the bonuses somehow , it should enforce it and not count that each player would be reading the terms and counting how many bonuses he/she took.

If the reason why your winnings were canceled is truly the rule about 3 bonuses in the row, we believe that such a rule is unfair if it is not enforced. 

I would like to invite the casino representative into the case.

Please explain to us a reason why was Ossi's winnings cancelled.

It seems like they are not gonna answer. Do you have any tips what I can do next?

We would like to ask the Ovitoons 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’.

Ossi: If the casino fails to respond in an extended time frame, you can submit your complaint to the regulator. I will write about what to do.

I contacted the casino via Skype. 

Their representative is checking your case, Ossi.

We are extending the timer by 7 days because the casino representative promised 21.4. that he will investigate the case. We are still waiting on his reply. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hello Ossi,

I got a response from a casino representative that there was a breach in the bonus terms and conditions. Unfortunatelly I am still waiting for some more information and proofs. I am sorry that it is taking so long.

Hi,

Any updates on this?

Unfortunately, I didn't hear anything from the casino representative in the past 9 days.

I would recommend you contacting the licensing authority.

Please write to: complaints@gaminglicences.com

The email should contain:

1) Your personal information:

name (your first name, your last name and the middle name if you have it)

your country of residence

your age

2) Complaint body must include:

casino name (to mention its license number would be even better License No. 8048/JAZ)

your login (username) and email in an online casino (with which you had registered the account)

then describe what has happened as thoroughly as possible (including sum of money you are challenging)

3) Attach to the email files:

 (screenshot images or email correspondence) that prove you have already tried to resolve the problem with the casino.

Let me know when you submit the complaint to the licensing authority.

Hello Ossi.

Did you file your complaint to the licensing authority?

Hi,

I sent the email to the licensing authority today.

Do you think there is a reasonable chance that I might see my winnings/deposits again?

Unfortunatelly in such cases, the regulator's decision is mostly based on what the casino has in their terms.

But I believe that they should at least return you the deposits. (and this should also confirm the regulator)

We will see.

Until you get a final answer from the regulator, I will close the case as: "against the fair gambling codex." which will have a negative impact on the casino's rating.

When the regulator sends the final answer, please contact me (matej@casino.guru), and I will close the complaint accordingly.

We received the information from the player that the casino decided to pay him.

Therefore we are closing this complaint as solved.

Thank you for using the Casino Guru complaint resolution center.