Frenzino Casino - Die Auszahlung der Gewinne des Spielers verzögert sich aufgrund von Bonusgeldansprüchen.

I made a deposit of €30 at this casino.

At that time, there was still €0.18 in my account, which came from a bonus.

After making the deposit, and having already wagered approximately €10, I achieved a profit of €460.

When I tried to withdraw this amount, it was displayed as bonus money.

After playing for a while, my balance suddenly dropped to €100.

Support claims I made the winnings with bonus money and that the maximum withdrawable winnings are €100.

My remaining bonus balance at the time of the deposit was 18 cents.

These were gone after the first few turns.

Even the support team confirmed to me that if there is still bonus credit in the account and a real money deposit is made, the real money will be used first.

Now the casino is refusing to refund me the missing amount of €360.

The attached screenshot shows my deposit and my previous account balance of €0.18.

Please help me.

Ich habe eine Einzahlung über 30€ bei diesen Casino getätigt.

Zu diesem Zeitpunkt befanden sich noch 0.18€ auf meinem Konto, welche von einem Bonus stammten.

Nach der Einzahlung habe ich, nachdem ich bereits ca. 10€ umgesetzt habe, einen Gewinn von 460€ erzielt.

Als ich diesen Auszahlen wollte, wurde der gesamte Betrag als Bonusgeld angezeigt.

Nachdem ich eine Weile weiter gespielt habe, sank mein Guthaben plötzlich auf 100€.

Der Support behauptet ich hätte den Gewinn mit Bonusgeld erzielt und der maximale auszahlbare Gewinn läge bei 100€.

Mein restliches Bonusguthaben zum Zeitpunkt der Einzahlung waren 18 Cent.

Diese waren bereits nach den ersten Umdrehungen weg.

Sogar der Support hat mir bestätigt, dass wenn noch Bonusguthaben auf dem Konto ist und eine Echtgeld-Einzahlung getätigt wird, zuerst das Echtgeld verwendet wird.

Nun weigert sich das Casino mir den verschwunden Betrag von 360€ zurückzuerstatten.

Im angehängten Screenshot ist meine Einzahlung zu sehen, sowie mein vorheriger Kontostand von 0.18€

Bitte helfen Sie mir.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a link or a screenshot of the bonus you played with before you made the additional deposit of €30?
• Did you receive any pop-up or warning that the bonus would still be active since your remaining balance was €0.18?
• Was your deposit credited to your real-money balance or to your bonus balance?

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

Best regards

Veronika

Dear Marius19,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru