ArgoCasino - Die Auszahlungen des Spielers wurden verzögert.

Good day,

I am fully verified and have already received a payout via ecopayz. This payment was requested on December 24th, 2020 and paid out on December 30th, 2020 (€ 500).

There are currently 3 open payouts (also via Ecopayz), each € 500 from December 27th, December 29th. and 30.12.2020.

So I've been waiting for these payouts for at least 6 days.

I also have € 4,000 in credit that I would like to pay out as well.

But you cannot have more than three open payouts.

Customer service always tells me that I will get the money but I should wait.

The terms and conditions say something about a payout within 24 hours.

I don't understand the delaying tactic. The suspicion is that one waits with the payout until it becomes statute-barred or gambled away.

With a sum of € 5,500 and this type of processing, I can probably wait months for my money.

Therefore, I ask for your support so that I get all of my credit as soon as possible.

Customer service has already assured me in writing that I am entitled to all winnings. I am happy to provide a copy of this.

I ask for quick help.

many Greetings

Constantine

Guten Tag,

ich bin vollständig verifiziert und habe bereits eine Auszahlung über ecopayz erhalten. Diese Auszahlung wurde am 24.12.2020 beantragt und am 30.12.2020 ausgezahlt (500€).

Es gibt aktuell noch 3 offene Auszahlungen (ebenfalls via Ecopayz), jeweils 500€ vom 27.12., 29.12. und 30.12.2020.

Auf diese Auszahlungen warte ich also schon seit mindestens 6 Tagen.

Zudem habe ich noch 4.000€ Guthaben, die ich ebenfalls auszahlen möchte.

Man darf aber nicht mehr als drei offene Auszahlungen Haben.

Der Kundenservice sagt mir immer, dass ich das Geld schon erhalten werde, aber ich solle noch warten.

In den AGB steht aber etwas von einer Auszahlung innerhalb von 24 Stunden.

Ich verstehe die Verzögerungstaktik nicht. Es liegt der Verdacht nahe, dass man mit der Auszahlung so lange wartet, bis sie verjährt oder verspielt wird.

Bei einer Summe von 5.500€ und dieser Art und Weise der Bearbeitung kann ich vermutlich noch Monate auf mein Geld warten.

Daher bitte ich um Unterstützung, damit ich mein komplettes Guthaben so schnell wie möglich erhalte.

Der Kundenservice hat mir bereits schriftlich zugesichert, dass mir alle Gewinne zustehen. Eine Kopie davon kann ich gerne zur Verfügung stellen.

Ich bitte um schnelle Hilfe.

Viele Grüße

Konstantin

Dear Konstsntin,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawals.

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawals approved, I truly believe it’s only a matter of time before you’ll receive them.

We are left with no other option now just to wait for the casino to process all the payments. I will set the timer for 7 days and check back with you. I wish I could be of more help but we’re not in a position to speed up the process. Thank you in advance for your patience.

Looking forward to hearing from you.

Best regards,

Petronela

Hi there. Many thanks for the answer.

The situation has changed.

Of my balance of € 6,000, € 1,000 has been paid out.

The rest would be canceled as I am not allowed to withdraw more than € 1,000 according to the terms and conditions. So the statement of the casino.

But I think that's stealing and fraud.

Reason:

1. Your terms and conditions do not apply, as I received a written confirmation from Ella (customer service) for all of my winnings (see screenshot).

That is clear and unmistakable.

2. I cleared under € 1,000 with the casino bonus. When I met the 40x wagering requirement, it was less than $ 1,000.

Then I deposited into the sports betting account and made the remaining winnings. So it has nothing to do with the casino's first deposit bonus .

The casino illegally withholds winnings. I have a written confirmation that I will receive all winnings from an Argo Casino employee.

I had already attached the screenshot.

I now request the payment of the € 5,000 to my ecopayz account.

Please help me with this. The provider has clearly promised me the profit.

Many Thanks

Hallo. Vielen Dank für die Antwort.

Die Lage hat sich verändert.

Von meinem Guthaben in Höhe von 6,000€ wurde 1,000€ ausgezahlt.

Der Rest würde annulliert, da ich gemäß den AGB nicht mehr als 1,000€ auszahlen darf. So die Aussage des Casinos.

Aber ich halte das für Diebstahl und Betrug.

Begründung:

1. Ihre AGB (Terms and Conditions) greifen nicht, da ich von der Mitarbeiterin Ella (Kundenservice) eine schriftliche Zusage für alle meine Gewinne erhalten habe (siehe Screenshot).

Das ist eindeutig und unmissverständlich.

2. Ich habe mit dem Casino-Bonus unter 1,000€ freigespielt. Als ich die 40-fachen Umsatzbedingungen erfüllt hatte, war ich bei weniger als 1,000€.

Danach habe ich auf das Sportwetten Konto eingezahlt und die restlichen Gewinne erzielt. Es hat also nichts mit dem Ersteinzahlungsbonus Casino zu tun.

Das Casino behält die Gewinne unrechtmäßig ein. Ich habe eine schriftliche Zusage, dass ich alle Gewinne erhalte von einem Mitarbeiter des Argo Casino erhalten.

Den Screenshot hatte ich bereits angehängt.

Ich fordere nun die Auszahlung der 5,000€ auf mein ecopayz Account.

Bitte helfen Sie mir dabei. Der Anbieter hat mir den Gewinn eindeutig zugesagt.

Vielen Dank

Dear Konstsntin,

Previously you have made the first deposit and received a welcome sports bonus to your account.

The sports bonus can be wagered only with money from real balance.

After losing your deposit, you have contacted Live Chat to change sports bonus to a casino bonus as you could not wager your sports bonus without real funds.

Our support manager has changed your sports bonus to a 100% casino bonus per your request.

All of the winnings were received when you wagered a casino bonus. Per Terms & Conditions of ArgoCasino "the maximum withdrawal amount of funds received using any of deposit bonuses is 1000 EUR in the equivalent of the account currency". The Financial department has processed your withdrawal request in the amount of 1000 EUR.

Best Regards,

ArgoCasino.

You forgot an important detail in your testimony.

I've attached the important detail. It's a promise !!

Stand by your promise! It is your fault if you make promises to me that you cannot keep. As a customer, I cannot help it.

Argo Casino promised me that all winnings would be paid out. I asked again (see screenshot as proof).

Please Casino Guru give your opinion.

It was confirmed in writing. It's like a contract.

I insist on keeping the promise.

Sie vergessen bei Ihrer Aussage eine wichtige Einzelheit.

Ich habe die wichtige Einzelheit angehängt. Es ist ein Versprechen!!

Stehen Sie zu Ihrem Versprechen! Es ist Ihr Fehler, wenn Sie mir Versprechungen machen, die Sie nicht halten können.da kann ich als Kunde nichts dafür.

Es wurde mir von Argo Casino die Auszahlung aller Gewinne versprochen. Ich habe extra nochmals nachgefragt (siehe Screenshot als Beweis).

Bitte Casino Guru geben Sie Ihre Meinung dazu ab.

Es wurde schriftlich bestätigt. Das ist wie ein Vertrag.

Ich bestehe auf das Einhalten des Versprechens.

I have checked general bonus terms and conditions, and this is what I found https://argocasino.com/en/rules:

"The maximum withdrawal amount of funds received using any of deposit bonuses is 1000 EUR in the equivalent of the account currency."

When you have registered your account, you agreed to terms and conditions. I fully understand your frustration but unfortunately, a live chat conversation doesn’t stand above the official T&Cs. It is unfortunate that you’ve been given incorrect information but it doesn’t change the fact that the maximum cash out of your winnings will be capped at €1,000. 

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.

Please let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint. I really wish I were of more help. Thank you.

Good Morning,

As mentioned earlier, I paid out less than € 1,000 from the bonus.

I had under € 1,000 and I cashed it out and deposited it into my sports betting account. That's where I made the big profits.

Furthermore, the provider violates the valid terms and conditions.

A payout is promised within 24 hours after successful verification (see terms and conditions).

It is clear that what is happening here is arbitrary. The terms and conditions used to decide against the customer. Argocasino itself does not adhere to the terms and conditions.

Conclusion:

1. I paid out less than € 1,000 from the bonus. The rest comes from real money from sports betting.

2. Terms and conditions are invalid if the provider does not adhere to them and it violates the law that is above the terms and conditions.

I have to say it so directly. Casino Guru is of no help despite clear facts on my side.

There is nothing to be said for retaining the profits. But Casino Guru supports a criminal company. Keep it up!!!!!

Guten Morgen,

wie bereits erwähnt, habe ich weniger als 1.000€ aus dem Bonus ausgezahlt.

Ich hatte unter 1,000€ und habe es ausgezahlt und bei auf mein Sportwetten Konto eingezahlt. Dort habe ich dann die hohen Gewinne erzielt.

Des Weiteren verstößt der Anbieter selbst gegen die gültigen AGBs.

Es wird eine Auszahlung innerhalb von 24 Stunden nach erfolgreicher Verifizierung versprochen (siehe AGB).

Es ist eindeutig, dass hier willkürlich gehandelt wird. Die AGBs genutzt, um gegen den Kunden zu entscheiden. Selbst hält sich Argocasino aber nicht an die AGBs.

Fazit:

1. Ich habe unter 1,000€ aus dem Bonus ausgezahlt. Der Rest stammt von Echtgeld aus dem Bereich Sportwetten.

2. AGBs sind ungültig, wenn sich der Anbieter selbst nicht daran hält und es gegen gültiges Recht verstößt, das über den AGBs steht.

Ich muss das so direkt sagen. Casino Guru ist keine Hilfe trotz klarer Fakten auf meiner Seite.

Hier spricht nichts für die Einbehaltung der Gewinne. Doch Casino Guru supportet ein kriminelles Unternehmen. Weiter so!!!!!

I’m truly sorry, Konstsntin, you feel this way. From all the provided information I understood that you have redeemed first deposit bonus which carries maximum cash out of €1,000. Could you please advise how much you withdrew from it?

Furthermore, if you have deposited additional funds into your sports betting account, I’m afraid we are not in a position to help you. As you might know, our forum Casino.Guru, deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to a sports betting. 

Could you please forward your bonus history to petronela.k@casino.guru?

Additional comments from the player:

"Good day,

Thank you for your response.

Unfortunately, I cannot send you the history of the bonus because I cannot see it myself. This option is not available in my account.

I would like to summarize again why I expect your help:

1. I have deposited 124 € via Ecopayz. Then I received a bonus of € 124 for the casino.

2. I won less than € 1,000 in the casino. I think it was between 700 and 900 €. The bonus was completely unlocked and the € 700 to € 900 were credited to my real money account.

3. I have requested a payment to my sports betting account and have checked with customer service beforehand whether I will receive all winnings if I win more than € 1,000. Then I got the answer "yes".

This was confirmed again later in LiveChat. I have clearly proven this in the screenshot (see Casino Guru forum).

4. Based on these statements, I am entitled to all of my winnings.

5. Besides, it wouldn't have made any difference if I had first paid out the € 1,000 to my bank account and paid it back in straight away. Then the result would have been the same. Therefore, this paragraph in the terms and conditions is not legally binding.

I now expect you to fight for me to win. I did not do anything wrong and I followed all the statements I received from the casino. So there is no mistake on my part. before that's obvious and has been backed by the evidence.

So I don't understand why you're not helping me.

As the casino refuses to withdraw because of the casino bonus, it is your business too. Therefore, you need to work on this topic further.

If you enable me to pay out € 5,000 in winnings, you will receive a 20% commission from me, i.e. € 1,000.

Maybe you can help me with this incentive.

I would be happy if you would continue to support me and make the casino aware of the wrongdoing. I have received the information in writing that I will receive all the winnings. That didn't happen. Accordingly, there is a criminal offense on the part of the casino.

I ask you to take that into account. So there should be no question that you will continue to help me get the money. "

Additional comments from the player:

"Guten Tag,

vielen Dank für Ihre Antwort.

Leider kann ich Ihnen den Verlauf des Bonus nicht übermitteln, da ich ihn selbst nicht einsehen kann. Diese Möglichkeit steht in meinem Konto nicht zur Verfügung.

Ich möchte nochmals zusammenfassen, weshalb ich von Ihnren Hilfe erwarte:

1. Ich habe 124€ via Ecopayz eingezahlt. Dann habe ich einen Bonus in Höhe von 124€ für das Casino erhalten.

2. Ich habe im Casino unter 1.000€ gewonnen. Ich glaube es waren so zwischen 700 und 900€. Der Bonus war komplett freigespielt und die 700 bis 900€ wurden meinem Echtgeldkonto gutgeschrieben.

3. Ich habe eine Auszahlung auf mein Sportwettenkonto beantragt und mich vorher beim Kundenservice abgesichert, ob ich auch alle Gewinne erhalte, wenn ich mehr als 1.000€ gewinne. Dann habe ich die Antwort "Ja" erhalten.

Das wurde auch später im LiveChat nochmals bestätigt. Das habe ich im Screenshot (siehe Forum von Casino Guru) eindeutig bewiesen.

4. Aufgrund dieser Aussagen, habe ich einen Anspruch auf meine kompletten Gewinne.

5. Im Übrigen wäre es ja auch kein Unterschied gewesen, wenn ich erst die 1.000€ auf mein Bankkonto ausgezahlt und direkt wieder eingezahlt hätte. Dann wäre das Ergebnis das gleiche gewesen. Daher ist dieser Paragraph in den AGBs nichts rechtskräftig.

Ich erwarte nun von Ihnen, dass Sie mir die Gewinne erkämpfen. Ich habe nichts falsch gemacht und mich an alle Aussagen gehalten, die ich vom Casino erhalten habe. Daher liegt auf meiner Seite kein Fehler. vor Das ist offensichtlich und wurde mit den Beweisen belegt.

Daher verstehe ich nicht, warum Sie mir nicht helfen.

Da das Casino die Auszahlung wegen des Casino-Bonus verweigert, ist es auch Ihre Angelegenheit. Daher müssen Sie dieses Thema weiter bearbeiten.

Wenn Sie mir die 5.000€ Gewinnauszahlung ermöglichen, dann erhalten Sie von mir 20% Provision, also 1.000€.

Vielleicht helfen Sie mir mit diesem Anreiz.

Ich freue mich, wenn Sie mich weiter unterstützen und dem Casino das Fehlverhalten klar machen. Ich habe schriftlich die Info erhalten, dass ich alle Gewinne bekomme. Das ist nicht passiert. Demnach liegt hier eine Straftat auf Seiten des Casinos vor.

Das bitte ich Sie zu berücksichtigen. Daher sollte es keine Frage sein, dass Sie mir weiter helfen, das Geld zu erhalten."

Thank you, Konstsntin, for your email. I understand now. Could you please advise if you have activated any bonus when you’ve transferred your winnings to the sports betting account?

Lastly, we don't charge any fees nor accept any donations, we are here to help

The bonus was no longer active when I transferred the money to my sports betting account. The wagering requirements of the casino bonus were met 100% and I had won less than € 1,000 with the bonus.

Therefore, the € 1,000 limit for withdrawals in the terms and conditions does not apply.

The remaining winnings were without an active bonus and no longer related to the casino. The remaining profits were made with sports betting.

Since the bonus was linked to the casino, the terms and conditions for the bonus only apply to the casino. It was earmarked.

After all, I was only able to bet on sports betting after fulfilling the bonus conditions.

But then no bonus was active.

Without an active bonus, the bonus conditions cannot be used as a reason for refusing to pay out.

These are two separate transactions and therefore the payout cannot be refused.

Please finally get the Argocasino to pay out the € 5,000.

There is no argument against it and all the evidence has already been published.

many Greetings

Der Bonus war nicht mehr aktiv, als ich das Geld auf mein Sportwetten Konto transferiert habe. Die Umsatzbedingungen des Casino Bonus waren zu 100% erfüllt und ich hatte weniger als 1,000€ mit dem Bonus gewonnen.

Daher greift die 1,000€ Grenze für Auszahlungen in den AGBs nicht.

Die restlichen Gewinne waren ohne einen aktiven Bonus und auch nicht mehr in Zusammenhang mit dem Casino. Die restlichen Gewinne wurden mit Sportwetten erzielt.

Da der Bonus an das Casino gebunden war, gelten auch die AGBs für den Bonus nur für das Casino. Der war zweckgebunden.

Schließlich konnte ich ja erst nach der Erfüllung der Bonusbedingungen auf Sportwetten setzen.

Dann war aber kein Bonus mehr aktiv.

Ohne aktiven Bonus können auch nicht die Bonusbedingungen als Grund zur Verweigerung der Auszahlung genommen werden.

Das sind zwei getrennte Geschäfte und deshalb darf die Auszahlung nicht verweigert werden.

Bitte veranlassen Sie endlich, dass das Argocasino die 5,000€ auszahlt.

Es gibt kein Argument dagegen und alle Beweise wurden bereits veröffentlicht.

Viele Grüße

Thank you very much, Konstsntin, 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.

Dear Konstsntin,

You have made a deposit of 124 EUR and received a welcome bonus.

The deposit was lost and you continued to play for the bonus.

After wagering the bonus, you requested a withdrawal.

"The maximum withdrawal amount of funds received using any of deposit bonuses is 1000 EUR".

"Since the bonus was linked to the casino, the terms and conditions for the bonus only apply to the casino. It was earmarked."- You made bets on sports events, but these funds were received when wagering a bonus and these rules apply to them.

Best Regards,

ArgoCasino.

Dear casino representative and Konstsntin.

Can you please confirm:

The player finished the wagering of the bonus in casino.

The player then transferred the remaining funds from casino bonus to the sports section of the website.

He archived next winnings with this bonus funds (which were already wagered) on sports bets.

Maybe the best would be if you can send me his game log. (matej@casino.guru)

Thanks.

Yes exactly. You described it completely correctly.

Unfortunately, only the casino can provide the protocol.

The casino should simply withdraw the € 5,000 and then the matter is over.

many Greetings

Ja, genau. Sie haben es komplett richtig beschrieben.

Leider kann nur das Casino ein das Protokoll zur Verfügung stellen.

Das Casino soll einfach die 5,000€ auszahlen und dann ist die Angelegenheit beendet.

Viele Grüße

Dear Matej Novota,

No matter what bets the user made, the money wagered from the bonus has a limit of 1000 EUR.

Best Regards,

Argocasino.

The profit made with the bonus was less than € 1,000.

Only when the real money from the casino profit was used in the sports betting area did I make the € 5,000 profit.

Therefore you are obliged to pay out !!!

Der erzielte Gewinn mit dem Bonus lag bei unter 1,000€.

Erst als dann das Echtgeld aus dem Casino Gewinn im Bereich Sportwetten eingesetzt wurde, erzielte ich die 5,000€ Gewinn.

Daher sind Sie zur Auszahlung verpflichtet!!!

Dear Argo Casino representative, why you allowed Konstsntin to transfer the bonus funds to sports betting part of the website? 

If I understand it correctly, he was before unable to make sports bets. But he asked for it, and you allowed it, am I correct?

I see here two paths: 

The bonus money was transferred to another product. With real money, players can do whatever they like. (play casino or make sports bets) So if Konstsntin needed to contact the support and asked them for permission, we are still talking about bonus money. However, support could tell him about the maximum winnings and that his bonus is already wagered.

I don't understand why the casino is allowed to act like this. I would like to point out the following clear message from support (see attachment).

That is clear and unmistakable.

Customer service knew all the conditions.

I want to finally have the money. Dear Matej, please point this out to the casino. Please also change the rating from 8 stars if the casino does not pay.

My winnings are stolen from me !!

Ich verstehe nicht, warum das Casino so handeln darf. Ich weise nochmals auf folgende eindeutige Nachricht des Supports hin (siehe Anhang).

Das ist eindeutig und unmissverständlich.

Der Kundenservice kannte alle Bedingungen.

Ich möchte nun endlich das Geld haben. Lieber Matej, bitte weisen Sie das Casino darauf hin. Bitte ändern Sie auch die Bewertung von 8 Sternen, wenn das Casino nicht zahlt.

Meine Gewinne werden mir gestohlen!!

Dear Matej Novota,

1. Konstantin was not able to make bets on Sports using a sports bonus if there are no funds on the real balance. Following the policy of loyalty to our clients, our casino manager went to meet the request of Konstantin and transferred the bonus to the casino balance so Konstantine could wager it.

2. The terms and conditions of ArgoCasino clearly state that the maximum withdrawal amount received from the casino bonus is 1000 EUR. You may place the bets on Sports or play any games on site using the real funds received from Casino Bonus but the maximum withdrawal amount remains 1000 EUR as the Terms and Conditions state.

3. All withdrawals are processed by the Financial Department of Argocasino and therefore all verification of winnings for compliance with the Rules is performed only by the Finance Department, or by the Security Department in case of abuse.

Best Regards,

ArgoCasino.

This is plain and simple fraud. With the casino bonus I unlocked less than € 1,000.

Accordingly, the profit and also the payout was under € 1,000.

What I won in sports betting afterwards had nothing to do with the casino bonus. It was locked.

After all, I wasn't able to use any money in sports betting before it was activated. That was only possible with real money.

The effect is the same as if you first pay out up to € 1,000 from the winnings in the casino and then pay it back directly into the sports betting account.

Then it is also unrelated to the casino bonus.

There is no longer any connection here.

Hence, you cannot simply withhold the money. This violates the law.

Dear Matej, please finally support me to go one step further. Or downgrade the casino in your rating. Here, € 5,000 is stolen from a customer. It's a crime.

@Argo Casino: I am open to a fair and peaceful solution. But please take a big step towards this.

Das ist schlicht und einfach Betrug. Mit dem Casino Bonus habe ich weniger als 1,000€ freigespielt.

Demnach lag der Gewinn und auch die Auszahlung bei unter 1,000€.

Was ich danach im Sportwetten Bereich gewonnen habe, hatte nichts mehr mit dem Casino-Bonus zu tun. Der war ja abgeschlossen.

Schließlich konnte ich vor der Freischaltung auch nicht im Bereich Sportwetten Geld einsetzen. Das ging erst mit dem Echtgeld.

Der Effekt ist gleich, wie wenn man bis zu 1,000€ aus dem Gewinn im Casino zunächst auszahlt und direkt wieder auf das Sportwetten Konto einzahlt.

Dann ist es ebenfalls ohne Zusammenhang mit dem Casino-Bonus.

Hier besteht kein Zusammenhang mehr.

Daher können Sie das Geld nicht einfach einbehalten. Das verstößt gegen geltendes Recht.

Lieber Matej, bitte unterstützen Sie mich endlich, um einen Schritt weiter zu kommen. Oder Stufen Sie das Casino in ihrer Bewertung ab. Hier wird einem Kunden 5,000€ gestohlen. Das ist eine Straftat.

@Argo Casino: ich bin offen für eine faire und friedliche Lösung. Aber kommen Sie bitte einen großen Schritt entgegen.

Dear Konstsntin and Argo Casino representative:

Argo Casino representative, you wrote:

1. Konstantin was not able to make bets on Sports using a sports bonus if there are no funds on the real balance. Following the policy of loyalty to our clients, our casino manager went to meet the request of Konstantin and transferred the bonus to the casino balance so Konstantine could wager it.

The casino manager decided to transfer the bonus funds to sports section (which is not according to bonus rules)

If the bonus was already wagered (which only Konstsntin confirmed) then we believe that we should consider this bonus to be real money.

Here is the logic:

1. The bonus was already wagered. Konstsntin could withdraw the money and redeposit them to be able to bet on sport. Casino manager transfer this bonus for him to sports section -> casino saved some fees, Konstsntin could bet immediately and no need to wait for withdrawal. (win-win scenario)
2. By transferring, the bonus terms and conditions were no more valid. In the moment of transfer, it becomes a different product.
3. Loyalty to clients and user experience. Do you think that Konstsntin will continue to use your service after you took his winnings away? I don't think so. The user experience is bad. The casino should be pro-client-oriented. (at least a good casino)

Konstsntin:

In a similar situation, we recommend always asking the manager/support about the conditions of such a transfer. Different casino department may see the situation differently and it is always the best to have a screenshot or conversation where somebody from casino confirms the conditions.

Because of all above we believe that Konstsntin should be paid in full (if his bonus was already wagered when the casino manager transfer this bonus to the sports section. However if the wagering wasn't completed then we agree with a casino that it was a bonus)

Dear Matej Novota,

1. Sports Bonus could not be wagered without deposit.

2. Sports bonus was converted to Casino bonus.

3. Casino Bonus was wagered in casino section on casino slots according to casino rules.

4. Casino rules apply to casino bonus.

Best Regards,

ArgoCasino.

Hi there,

now the casino itself has confirmed that there was no rule violation in connection with the casino bonus!

I completely implemented the casino bonus (€ 124) and only then (!!) continued to play in the sports betting area with the profit, which was less than € 1,000. In the sports betting area, I made the further winnings with real money that was under € 1,000. I was then at € 6,000, of which I only received € 1,000. The profit in the sports betting area had nothing to do with the casino bonus. This was implemented and was credited as real money and was less than € 1,000.

Matej and the casino have now confirmed me again and therefore there are no more doubts about a payout!

Casino Guru: Please give Argo Casino a choice. Either the 5,000 € will be paid out immediately to my Ecopayz account or the casino will be graded in the rating at Casino Guru.

We have been going in circles for many days. The result is always the same and speaks for a payout of the winnings. Matej recommended that too! Therefore I ask the Casino Guru to bring the matter to a close and to clearly and unequivocally claim my winnings.

Otherwise you are supporting a criminal casino !!

Hallo,

nun hat das Casino selbst bestätigt, das es keinen Regelverstoß in Zusammenhang mit dem Casino Bonus gab!

Ich habe den Casino Bonus (124€) komplett umgesetzt und erst danach (!!) mit dem Gewinn, der bei weniger als 1,000€ lag, im Sportwetten Bereich weitergespielt. Ich habe in Sportwetten Bereich dann mit dem Echtgeld, das unter 1,000€ war, die weiteren Gewinne erzielt. Ich lag dann bei 6,000€, wovon ich nur 1,000€ ausgezahlt bekommen habe. Der Gewinn im Bereich Sportwetten hatte aber nichts mehr mit dem Casino-Bonus zu tun. Dieser war umgesetzt und wurde als Echtgeld gutgeschrieben und lag bei unter 1,000€.

Matej und das Casino haben mich nun erneut bestätigt und deshalb gibt es nun keine Zweifel mehr an einer Auszahlung!

Casino Guru: Bitte stellt das Argo Casino vor die Wahl. Entweder die 5,000€ werden sofort auf mein Ecopayz Account ausgezahlt oder das Casino wird in der Bewertung bei Casino Guru abgestuft.

Wir drehen uns seit vielen Tagen im Kreis. Das Ergebnis ist immer gleich und spricht für eine Auszahlung der Gewinne. Matej hat das ebenfalls empfohlen! Deshalb bitte ich das Casino Guru die Sache zu einem Abschluss zu bringen und meine Gewinne eindeutig und unmissverständlich einzufordern.

Ansonsten unterstützen Sie ein kriminelles Casino!!

Dear Argo Casino, could you please send to my email (matej@casino.guru) Konstsntin's game log, bonus history and deposit history?

The story about what exactly happened is still unclear, and we would like to investigate it deeper.

Hello Matej,

We have sent the info you requested to matej@casino.guru.

The info we sent does not contain any personal or payment details, however sharing this information to third parties, or publishing in the public domain is prohibited.

Best Regards,

ArgoCasino.

We checked all the evidence but still, we believe that Konstsntin should receive his winnings.

When he finished the wagering of the bonus the balance was moved from bonus money to real money - in this point you should apply the rule:

9.11 The maximum withdrawal amount of funds received using any of deposit bonuses is 1000 EUR in the equivalent of the account currency.

We believe that you should put this rule into bonus rules for more transparency and not hide it in general terms and condition.

The maximum winnings rule should be bind to winnings from the bonus and not to a withdrawal. It only confuses the players and decreases the user experience.

Consider this:

If Konstsntin would make the withdrawal of the money right after he finished the wagering and then deposit them, he will withdraw the funds in this situation. He didn't get any unfair advantage when he didn't withdraw the money and deposit them back, so we don't see a reason why you bully him or any other player with such a silly rule.

Dear Matej Novota,

The rules regulating the procedure for providing, wagering and paying out winnings from a bonus are spelled out in the Terms and Conditions of ArgoCasino.com.

We hope that upon registration, clients confirming their agreement with the Terms and Conditions, read them first, because they are a public offer and regulate the relationship between the client and the casino, as parties to the Agreement. Therefore, this situation should be considered on the basis of the Terms and Condition which are regulating the relationship between the parties to the contract, and not on the basis of value judgments.

The rules regulating the Bonus Policy are not blurred in the text of the Terms and Condition, but are placed in a separate clause 9.BONUS & PROMOTION POLICY and give a clear concept of the bonus, determine the wagering conditions, as well as the maximum withdrawal amount.

We also ask you to note that having received the Bonus at our Casino section, Mr. Konstantin got an advantage in the amount of the bonus, because instead of a sports bonus of € 50, he received a casino bonus of € 124.

Best Regards,

ArgoCasino.

Good day,

You can now show strength and certainly attract many new customers when you cash out the winnings.

I would like to remind you again of your promise in the live chat.

Think of it as a case-by-case decision and prevent a bad reputation by paying out.

Casino Guru and I both agree that there was no violation of the Terms and Conditions. Hence, you cannot withhold profits arbitrarily.

When you cash out, I forget all the hassle and discussions and even write positive reviews of Argo Casino.

Please see it as a great opportunity to end the matter peacefully.

many Greetings

Guten Tag,

Sie können nun Stärke zeigen und sicherlich viele neue Kunden gewinnen, wenn Sie die Gewinne auszahlen.

Ich erinnere gerne nochmals an Ihr Versprechen im Live Chat.

Betrachten Sie es als Einzelfallentscheidung und verhindern Sie durch die Auszahlung eine schlechte Reputation.

Casino Guru und ich sind uns einig, dass es keinen Verstoß gegen die Allgemeinen Geschäftsbedingungen gab. Daher können Sie nicht willkürlich Gewinne einbehalten.

Wenn Sie auszahlen, vergesse ich den ganzen Ärger und die vielen Diskussionen und schreibe sogar positive Bewertungen über das Argo Casino.

Sehen Sie es doch bitte als große Chance, die Angelegenheit friedlich zu beenden.

Viele Grüße

Dear Argo Casino representative,

Everything that you wrote is according to casino Terms and Conditions, I agree with that.

However, Argo casino holds a Curacao license which we do not consider as a good one. Casinos with Curacao license are frequently using rules which are turning RTP in their favour. (like your rules) Technically everything is OK. The rule is hidden somewhere in the middle of terms and conditions and with hand on your heart - do you really read the terms and conditions of every software what you install? I doubt about it.

And the same is with this rule. It is there, and yes players should read it, and yes, technically you have right.

There is no law that you must free up your seat for a pregnant woman or elderly person in public transport, but people do it because it is right.

Our role is to determine which casino is good and which is not and rate them, that's why we created our fair gambling codex. 

Now it is up to you if you want to be a good casino or just an average. I know that regulator would decide in your favour, court too. I know that you didn't need to allow Konstsntin to choose a different bonus, but you did. He didn't do anything wrong.

If this happened in another casino (actually in many from our list) (where casino automatically converts the bonus to cash or at least apply the max win rule after the bonus is wagered), He would get his winning.

So I am very sorry but if you decide to apply this rule in this case, and use this rule in the future in the same way as in this case. We need to make changes in the rating of Argo casino. Argo casino doesn't deserve the rating of 8.0

Now you have a unique opportunity to do what is right. 

You should pay the full amount to Konstsntin.

You should change the terms and condition - put the problematic rule into the bonus terms and condition, where it belongs. Do a change in the way how you cut the remaining money from a bonus. Do it after the wagering is finished and not when the player is withdrawing the money. People will be happy in the Argo casino, and more people will join you. Or do it your way, but other better casinos will grow much faster than Argo.

Good day,

Unfortunately, I still haven't received any money to report.

Many greetings

Konstsntin

Guten Tag,

leider habe ich bis heute keinen Geldeingang zu vermelden.

Viele Grüße

Konstsntin

Good day,

The casino does not pay out my € 5,000 winnings despite the promise.

Here again the clear promise. The customer service has promised me all profits and that with the knowledge of the applicable terms and conditions.

Finally come to your senses and keep your promise.

Did you not understand that you would otherwise be downgraded in the rating?

Please transfer money to my Ecopayz account or, alternatively, I will send you my account details.

Guten Tag,

das Casino zahlt trotz Versprechen meine 5,000€ Gewinne nicht aus.

Anbei nochmals das eindeutige Versprechen. Der Kundenservice hat mir alle Gewinne zugesagt und das mit den Kenntnissen zu den geltenden Terms and Conditions.

Kommen Sie endlich zur Vernunft und lösen Sie Ihr Versprechen ein.

Haben Sie nicht verstanden, dass Sie im Rating sonst abgestuft werden?

Bitte überweisen Sie Geld auf mein Ecopayz Account oder alternativ lasse ich Ihnen meine Kontodaten zukommen.

Unfortunatelly Argo casino disagrees with our decision and therefore we have no other option as to close this complaint as unresolved. We believe that Konstsntin should be paid in full. All the reasons why we wrote above.

Therefore we are closing this complaint as "unresolved"

The complaint will negatively impact on Argo's casino rating.