Simsinos Casino - Der Spieler hat ein Problem mit Gewinnen aus Freispielen.

(published with the player's consent) (translated from German)

Hello, I've already submitted a complaint, as you can see. About 2.5 years ago, the case was closed due to a lack of correspondence from here.

Now I've completed a gaming marathon on April 8, 2025.

I received 20 free spins from the casino Simsinos, so not bonus games, but actual free spins. These are obviously subject to different conditions, which I can't say, as the terms and conditions of this casino don't clearly state the difference or the requirements. Usually, the casinos explain in the small print what needs to be met. Or a counter runs backwards, whatever the case. I'm going to say that it's not understandable or easy to find with them. Only general guidelines, such as a no-deposit bonus. Does a minimum amount have to be deposited beforehand? There are many ways to do this. Regarding my first question: If I haven't overlooked anything, and am therefore being sparing with the list of requirements, is it really possible that in the event of a win, the casino will impose the requirements as they see fit? Then the range of options for not having to pay out the winnings would be quite broad. In my opinion, it's absurd to reveal this afterwards. I know, of course, that a casino reserves the right to set a maximum payout limit, for example, even if the bonus conditions are still met. But they don't mention this; it only applies if the limit isn't met, and the amount is at their discretion. I understand any requirements, but only if I can use sanctions in both directions, especially if they aren't clearly defined. If that's legitimate, I'll stop playing immediately. The probability of fulfilling everything is already very low, and if they can use haphazard conditions on a player who actually makes it, then, on the home stretch, they can resort to haphazard conditions and then, just before the payout, deliver the final blow. As I said, if it was clearly stipulated beforehand in the T&Cs, it's up to me whether I agree to it. But if it can be taken as I need it, that's a bit harsh for me. I can hardly imagine it, but I wouldn't put it past them. The mere thought, based on the motto, "No one leaves the casino with a profit here because there's practically no one who does everything right," there are probably only a handful. If you look long enough, you'll find something to pull yourself up by. Even with these three players who want the money, they just can't get enough.

Back to the incident, I don't remember how many there really were, but I think there were around 20-30 declared FS. The history only goes back to 10,000 games played, and I think I was just getting used to it. To get an overview, I only have the process of elimination. I know when I started, so I just have to look at which email last enticed me with the FS I started with, and therefore the game. There was no mention of conditions, only that the FS terms and conditions are for general reading, below. There's nothing in them, just a hint, if there were any, which varies from game to game.

(published with the player's consent) (translated from German)

Hello, I've already submitted a complaint, as you can see. About 2.5 years ago, the case was closed due to a lack of correspondence from here.

Now I've completed a gaming marathon on April 8, 2025.

I received 20 free spins from the casino Simsinos, so not bonus games, but actual free spins. These are obviously subject to different conditions, which I can't say, as the terms and conditions of this casino don't clearly state the difference or the requirements. Usually, the casinos explain in the small print what needs to be met. Or a counter runs backwards, whatever the case. I'm going to say that it's not understandable or easy to find with them. Only general guidelines, such as a no-deposit bonus. Does a minimum amount have to be deposited beforehand? There are many ways to do this. Regarding my first question: If I haven't overlooked anything, and am therefore being sparing with the list of requirements, is it really possible that in the event of a win, the casino will impose the requirements as they see fit? Then the range of options for not having to pay out the winnings would be quite broad. In my opinion, it's absurd to reveal this afterward. I know, of course, that a casino reserves the right to set a maximum payout limit, for example, even if the bonus conditions are still met. But they don't mention this; it only applies if the limit isn't met, and the amount is at their discretion. I understand any requirements, but only if I can use sanctions in both directions, especially if they aren't clearly defined. If that's legitimate, I'll stop playing immediately. The probability of fulfilling everything is already very low, and if they can use haphazard conditions on a player who actually makes it, then, on the home stretch, they can resort to haphazard conditions and then, just before the payout, deliver the final blow. As I said, if it was clearly stipulated beforehand in the T&Cs, it's up to me whether I agree to it. But if it can be taken as I need it, that's a bit harsh for me. I can hardly imagine it, but I wouldn't put it past them. The mere thought, based on the motto, "No one leaves the casino with a profit here because there's practically no one who does everything right," there are probably only a handful. If you look long enough, you'll find something to pull yourself up by. Even with these three players who want the money, they just can't get enough.

Back to the incident, I don't remember how many there really were, but I think there were around 20-30 declared FS. The history only goes back to 10,000 games played, and I think I was just getting used to it. To get an overview, I only have the process of elimination. I know when I started, so I just have to look at which email last enticed me with the FS I started with, and therefore the game. There was no mention of conditions, only that the FS terms and conditions are for general reading, below. There's nothing in them, just a hint, if there were any, which varies from game to game.

Dear Derzahndealer,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Simsinos Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Do I understand correctly that you believe the casino applied its bonus terms and conditions incorrectly?
• Could you please explain in more detail what the disputed amount of €2000 represents in this situation?
• Would you agree I replace your initial post with the contents of the attachment itself?

Thank you very much in advance for your reply.

Best regards,

Tomas

Yes, I agree. They were free spins, which also included my birthday present, from the casino. The casino is also a no-limit casino, and the requirements, if there were any, had long been met during my gaming marathon. The balance was also visible on the real money page. And if it had actually been bonus funds, I wouldn't have been able to make the withdrawal the way I did. The system would have immediately raised an alarm and refused it.

There were exactly two payouts: the first for €1,000, and the second payout for €800. Both were pending.

In the end, I was told that I wasn't entitled to the money because it was bonus credit. Oh, sorry, I forgot, they awarded me €50 instead. I just received an email from the casino asking me to resend my documents. I've explained to the casino countless times, with a staunch voice, that it's not possible with a virtual card, as they are used to with a physical card, which requires both sides plus my signature. I'm curious. 😉

Ja der Meinung bin ich, es waren Freispiele, darunter im übrigen auch mein Bday Geschenk, seitens des Casinos. Das Casino ist zudem ein No-Limit Casino, die Anforderungen, soffern es überrhaupt welche gab, waren längst erfüllt, bei meinem Spiele-Marathon. Das Guthaben war auch auf der Echtgeld-Seite zu sehen. Und wenn es tatsächlich Bonusguthaben gewesen wäre, hätte ich die Auszahlung gar nicht in der Form ausführen können, wie ich es gemacht habe. Das System hätte sofort Alarm geschlagen und es verweigert.

Es waren exakt 2 Auszahlungen, die Erste, in Höhe von 1000 € , eine weitere Auszahlung waren 800 € . Beide waren in der Warteschleife.

Am Ende hat man mir zugetragen, dass ich keinen Anspruch hätte auf das Geld, da es Bonusguthaben gewesen ist.Oh sorry, ich vergas, 50 € hat man mir stattdessen zugesprochen. Gerade eben habe ich vom Casino eine EMAIL bekommen, ich möchte nochmal meine Dokumente übersenden. Ich habe es zig mal dem Casino, mit Engelszungen erklärt, es sei mit einer virtuellen Karte nicht möglich, wie sie es mit einer physischen Karte gewohnt sind, also Beide Seiten und zzgl. meiner Unterschrift. Bin gespannt. 😉

Thanks for your reply and permission.

Please note, we believe the bonus terms and conditions should be finalized and apply at the moment after the player completes wagering requirements.

Nevertheless, there might be many situations when this straightforward principle cannot be relied upon, for example, if the bonus money is not yet converted to real money, or excess winnings (above withdrawal/cashout/ max win limit) are not removed.

If your winnings from a bonus were capped, the bonus amount converted to real money, and it's not specified in the bonus terms, the bonus terms and conditions persist until the amount is withdrawn, and you are under the impression you are playing with real money, we would argue your winnings were accrued with real money.

• Could you please share the communication between you and the casino regarding the situation?
• Please forward the justification you received as to why your winnings won't be paid out to my email at tomas@casino.guru

So, hand on heart, I find it all a bit strange. When I look at my game history, I can trace back 10,000 games over the past six weeks. It all starts on April 9th at 6:45 a.m. I started playing on April 8th around 2:45 p.m. As I already mentioned, I can reconstruct it quite well. At midnight on April 9th, I thought, "Wow, you just gave yourself a great birthday present." In any case, it was over €1,000. I'm almost certain it was €1,300. The casino game history only starts on April 9th at 6:45 a.m. with about €250 in credit. Consequently, I'm a little over nine hours behind on how and with what it all began. However, based on my history, I can, to the best of my knowledge, trace what started with this casino promotion:

Hello Oliver,

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Try the game with free spins today and see

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Now playing: As far as I remember, I won €168 in this game... I have no idea how it happened, but at midnight I had a balance of around €1300. It only went up and down in increments of €1, but not small wins, often between €200 and €500, hence this marathon, as I often played down to almost €0 and then suddenly won €300-500. The whole thing went on until April 10th. I can't for the life of me say whether I took a break in between. But it feels like I have won way more than 40 times the amount, if such a rule even existed. It's hard to understand anyway, as I couldn't find a counter or a % calculator anywhere. As far as that goes, there will probably be no complaints, as only 2-3 players manage to make it that far anyway. The rules are so generalized that if the worst comes to the worst I can help myself to whatever I need. These free spins do point to the terms and conditions, but there is no definitive regulation for this free game promotion. Ultimately, I have every opportunity on the casino side to intervene with the five players who actually make it this far, as I need. Unfortunately, I can't remember exactly which free spin story it all started with. I can only assume that it was the aforementioned first promotion of the day (Blood Diamond). I can't say whether there were any restrictions. It just says it's a no-limit casino, whatever that means for me in my case. And why am I misleading the player? The desktop is split in two as far as the credit goes: the real money credit is on the left, the bonus money credit is on the right. Why am I crediting it as real money, i.e., on the designated page, when, according to their information, I'm still in the bonus area? If I'm not able to distinguish, what's the point of the division? It should also be in the casino's interest to lay their cards on the table, showing how things went from the first minute and what conditions were associated with it. You can then compare them very well and see where things go. The casino claims to have done everything correctly, so they can show me the process in good conscience... I can live with that. I can claim a lot, especially when the options I can use are so broad... I could well imagine that the right to transparency is on my side... With that in mind, I hope for sincere cooperation... Best regards, DerZahndealer

Also jetzt mal Hand aufs Herz, ich finde alles ein bisschen merkwürdig. Wenn ich meine Spie-History aufrufe, kann ich 10000 Spiele in den letzten 6 Wochen zurückverfolgen. Es geht los am 09.04. um 6.45 Uhr . Angefangen habe ich zu spielen, am 08.04. gegen 14.45 Uhr wie ich schon erwähnt habe, kann ich es ganz gut rekonstruieren, da ich um 0.00 Uhr zum 09.04. dachte, Mensch da haste dir ja mal selber ein tolles Geburtstagsgeschenk gemacht, auf jeden Fall waren es über 1000 €ich bin mir nahezu sicher, es waren 1300 € der Casino-Spielverlauf geht nun erst am 09.04. um 6.45 Uhr los mit etwa 250 € Guthaben. Folglich fehlen mir etwas über 9 Stunden, wie und womit alles begonnen hat. Allerdings kann ich anhand meines Verlaufs, nach bestem Gewissen nachhalten der mit dieser Casino-Aktion anfing:

Hallo Oliver,

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Diamantenabbau-Operation mit ihrem neuesten

hochvolatilen Spiel Blood Diamond zu überwachen.

Probieren Sie das Spiel mit Freispiele heute und sehen Sie,

ob Sie mit einem glänzenden Stein davonkommen.

Zu den Funktionen gehören Chained Reels

mit denselben Symbolen sowie

xNudge Wilds mit Gewinnmultiplikatoren.

Drei bis fünf Scatter aktivieren

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alle bieten mindestens ein garantiertes Upgrade.

Nolimit Boosters und Nolimit Bonus sind

ebenfalls verfügbar für diejenigen,

die ein bisschen extra Würze mögen.

Starten Sie heute mit dem Drehen

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Jetzt spiele: Bei diesem Spiel habe ich, soweit ich mich erinnere, 168 € gewonnen... keine Ahnung, wie es weiter ging, nur um ,.0.00 Uhr hatte ich ein Guthaben von etwa 1300 € es ging halt nur auf einem 1 € rauf und herunter, aber keine kleinen Gewinne, oftmals zwischen 200 und 500 € daher dieser Marathon, da ich öfter fast bis auf null € heruntergespielt habe und dann plötzlich 300–500 € gewonnen habe. Das ganze zog sich bis zum 10.04. ob ich eine Pause zwischendurch gemacht habe, kann ich bin besten willen nicht mehr sagen. Aber gefühlt habe ich weit mehr als das 40 Fach, wenn es diese Regelung überhaupt gab, man kann es eh nicht wirklich nachvollziehen, da ich nirgendwo ein Zählwerk, oder ein % Rechner, finden konnte. Was das angeht, werden es wohl keine Beschwerden geben, da es eh nur 2- 3 Spieler schaffen, es bis dahin durchzuhalten. Die Regeln so verallgemeiner, dass im Falle eines Falles ich mich überall bedienen kann, wie ich es gerade brauche, diese Freispiele weisen zwar auf die AGB hin,, nur wie es definitiv für diese Freizeitaktion geregelt ist, gibt es nicht.. Letztlich habe ich von der Casino-Seite alle Möglichkeiten, bei den 5 Spielern, die es tatsächlich so weit schaffen, auch da noch dazwischenzufunken, wie ich es gerade brauche... Leider kann ich es nicht mehr genau rekonstruieren, mit welcher Freispielgeschichte es begonnen hat . Ich kann nur davon ausgehen, das es die o,g. 1.. Promotion Aktion des Tages war. (Blood diamond) ob es dabei Einschränkungen gab, kann ich nicht beurteilen, es sagt nur von sich es sei ein No Limit Casino, was immer das für mich, in meinem Falle auch bedeutet. Und warum führe ich den Spieler in die Irre, der Desktop wird, was das Guthaben an´geht, zweigeteilt, links das Echtgeldguthaben, rechts das Bonusgeld-Guthaben. Warum bitte verrechne ich als Echtgeld, also auf der vorgesehenen Seite, wenn es laut deren Angaben, mich noch im Bonus Bereich befinde. Wenn ich nicht in der Lage bin, es zu unterscheiden, was macht die Unterteilung dann für einen Sinn. Es sollte doch auch seitens des Casinos, in deren Interesses sein und die Karten auf den Tisch legen, wie von der 1. Minute an der Verlauf war und welche Auflagen damit verbunden waren. Das kann man dann sehr schön vergleichen und mal schauen, wo die Reise hinführt. Das Casino behauptet alles richtig gemacht zu haben, dann können sie mir doch bei bestem Gewissen, den Verlauf zeigen..damit kann ich dann auch gut Leben. Behaupten kann ich vieles, wenn es zudem noch so breit gefächert ist, worin ich mich bedienen kann...Ich könnte mir gut vorstellen, dass das Recht auf Transparenz auf meiner Seite liegt...In diesem Sinne..hoffe auf aufrichtige Kooperation...LG DerZahndealer

Dear Derzahndealer,

Thanks for the provided evidence.

Unfortunately, I would like to inform you that since this casino has 10+ cases closed as "No Reaction Policy" we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, it seems to be a common practice of Simsinos Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in number. We strictly recommend staying away from Simsinos Casino. I wish I could be of more help.

I would recommend you complete the casino's dispute process first, outlined in https://simsinos.com/en/terms-and-conditions point 10

If you are not successful, I would recommend you contact the casino's regulator: https://casino.guru/licensing-authorities/kahnawake-license

Feel free to take advantage of our resource on the topic https://casino.guru/submitting-complaints-to-regulators

The casino can reopen this complaint at any time.