Casinoin - trying to scam 10,850€

Hi mattilabeast - welcome to ThePOGG.com!

You've used a restricted character in your complaint submission and as such part of your submission is missing. Please provide the rest of your complaint.

Thanks,

ThePOGG

Hi mattilabeast,

I'm following-up on the above?

Thanks,

ThePOGG

Hello.

I opened a account with Casinoin on 13.5.2020 because I saw that they had a great opening offer, 100% up to 1000 euros, with a 50 x B wagering requirement. I read the T&C, prior to my deposit, and noticed that they did not have a maximum bet on this bonus, but I figured out that since I made a 500 euro deposit, a solid bet would be around 10 euros per spin. I started playing Copy Cats from NetEnt with 10 euro spin. I even have a screenshot of this. These are the exact bonus terms I read and agreed on:

The conditions to be fulfilled for the welcome offer are as follows.

Terms and conditions deposit bonus offer 100% up to €1,000

The offer is valid only for users who registered an account on Casinoin.

The minimum amount of the first deposit to get the bonus is €10.

The maximum amount of bonus available is €1,000.

Once the player receives the bonus in order to withdraw the winning coming from this bonus he/she has to wager the deposit amount 50 times.

The bonus can be wagered on all games of the Live Casino and Slots sections of the site.

Each game category contributes differently to the fulfilment of the wagering requirements as specified below:

Slots 100%

Live casino 10%

Please note, that the bets for other games do not contribute to the wagering requirements fulfilment.

Once received the bonus on the first deposit, the customer has 30 days to fulfill the wagering requirement.

After 30 days, if wagering requirements are not met, the bonus balance and the winnings generated are forfeited.

To fulfill the wagering requirements both bonus and real money funds can be used but real money funds will be used first.

Every user can receive only one ( 1 ) welcome bonus.

The offer is valid for one user only, one IP address, one family group, one device, one email address, one payment method.

The company reserves the right to change the terms and conditions, as well as cancel the bonus program at any time without prior notice.

The current conditions of specific promotions and bonus programs, including the rules for calculating and using bonuses, are published on the Company's website.

The company reserves the right to refuse participation in the bonus program to any person.

15 Free spins 4 weeks Terms and conditions

This bonus is valid only for users who have chosen “100% first deposit bonus on Casino” as the first deposit offer and made a first deposit.

In order to get the weekly free spins the user has to make at least €50 deposit from the current Friday 12:00 (UTC) until the next Friday 11:59 (UTC). The offer is valid weekly for 4 weeks for each participant.

Free spins are issued every Friday for 4 Fridays in total starting after the player made his first deposit.

Free spins can be used on Troll Haven slot only.

Free spins can be used within 7 days.

As mentioned, at this point of time you could wager the bonus in ANY Slots, with 100% wagering progress. There was also no mention on the maximum bet, and obviously I wanted to try and win big. After a few spins, I ended up winning significant amounts, and after the wager I had 10 850 euros on my account, and was thrived - biggest win on any online casino ever.

After this I tried to withdraw my winnings numerous times, but time after again my payment got declined. Again, and again, and again. I had to ask them why do you reject my payments. And only after this they told me that I had to undergo a "KYC" procedure. Photo of my ID, photo of my card (Visa) and a selfie with both of these documents, while their casino was on the background. I provided them these documents ASAP, within an hour of them asking them.

Their verification process seemed to took forever, and they never gave me exact info on what is the status of my verification. Usually it takes couple of hours when you remind the casino chat, this time it took almost three weeks. After this I was told that I've broken their T&C and my bonus and all my winnings have been terminated. I've asked them numerous times about when have they changed their bonus conditions, but NEVER have I gotten this information. I won with their old bonus rules, and it is their mishap that they didn't specify the games, nor the maximum bet on this promotion - just a way to reel customers in and deny their winnings. The previous case got also resolved, and yet NOBODY has provided me the information on WHEN the bonus offer had changed. I have more than enough evidence to believe that Casinoin provided AskGamblers team with false evidence, regarding my account and the date of my offer. They are a new casino, and they refuse to pay almost 11 000 euros of entirely legitimate winnings - and I know this because I ALWAYS check T&C and specific bonus conditions BEFORE I deposit, or start playing anything. As linked files there is the screenshot of the game I began wagering with, and their T&C that has been the same since January 31st, 2020. I read it through, and that, nor the old bonus description had no mention on the maximum bet of 10 euros per spin - they added this rule AFTER I won big on their casino.

If I agreed on the newer bonus conditions, which is the new 100% up to 200 euros offer, how come I would have gotten the 100% up to 500 euros on my first deposit? As you can see from the screenshots, this 100% up to 1000 euros was visible on my account, and these screens prove it. They have tried to remove it from their site, but it still visible today, when you open up the "campaigns" page. I find it absolutely disgusting that they go to these lenghts to scam 10 850 euros off their customer. This casino knows that they made a mistake with the terms on the original promotion, and now are accusing their own customers from cheating. They also asked me to immediately withdraw my original deposit of 500 euros, just to brush this off and keep on with their business. Here are also screenshots of the chats I went through with them.

I know that I am right, just by the way this casino has been dealing with these, and as you can see from the chat history, they we're not willing to answer my simple question of when were these bonus conditions released. I have asked them numerous times of the date they changed their bonus terms, and not once they have told me the correct date. It just seems fishy, and I know that I am not crazy, I agreed on their older bonus, not the new one.

I really hope this is enough evidence for this to get resolved, and nobody else to get scammed.

Best Regards,

Im following up on the above. The casino has not once provided me with proof that their T&C at the time differed from the ones I copy&pasted above.

Best regards,

Hi mattilabeast,

We've reviewed this issue with Casinoin and sadly we cannot uphold your claim. The operator has provided us with system logs that demonstrate when changes where made and the specific nature of these changes. The term in question was in fact added before your deposit.

Sorry we cannot be of more help.

ThePOGG

This is absolutely crazy. I checked all the terms and conditions prior to playing my bonus, and it did not include a maximum bet of 10 euros. This casino is clearly sending you fake evidence over and over again and scamming me off legitimate winnings.

Hi mattilabeast,

Unless you have time stamped 3rd party evidence of this I'm afraid your claim that 'the term wasn't there' is not enough to challenge what the operator has provided.

ThePOGG

Well I have time stamped proof that I got 100% bonus on top of my 500 euro deposit. These "rules" that they are trying to apply are the ones valid for the new 100% up to 200 euros campaign.

Hi mattilabeast,

That the promotion has subsequently changed does not demonstrate that the terms could only have been changed when the promotion changed. The logs we've seen showed the specifics of the term and the date it was added - preceding the date you played.

ThePOGG