Yep Casino - Der Spieler hat Probleme mit der Auszahlung nach Abzug des Bonus.

Hello, I deposited €20 into the aforementioned casino today and used a 100% welcome bonus. So I was playing with a total of €40. After a few hours, my player account had over €300, and I had also fulfilled the wagering requirements for the bonus money. Suddenly, I received a message saying "Congratulations" that I had met the bonus conditions. What I immediately noticed was that while my player account had €250 when I completed the bonus, €130 was immediately deducted, leaving me with only €120 in my account.

When I asked support where my money was, I received the answer "We understand your dissatisfaction, however, we would like to clarify that this does not mean that the winnings have been replaced or lost."

The bonus has been successfully unlocked, and in accordance with the bonus terms and conditions, it has been converted into real money credit. The maximum conversion amount for this bonus was €120.00, which is exactly the amount credited to your real money balance. Please note that the wagering requirements and conversion limits are part of the bonus offer terms and conditions and are displayed in advance.

That's simply not true!! There's nothing about that anywhere. I've read the terms and conditions and there's nothing about it there either. So I was simply robbed by the casino.

That makes sense, who would deposit 20 euros when the maximum payout is 120 euros? Nobody.

You might have the opportunity to contact the manager to clarify the matter.

I have submitted the remaining 120 euros for payment, but so far without success.

Maybe you can help, thanks.

Guten Tag, ich habe heute im besagten Casino 20 Euro eingezahlt und einen 100% willkommensbonus genutzt . Also spielte ich mit insgesamt 40 Euro. Nach einigen Stunden hatte über 300 auf dem Spielerkonto, und der geforderter Umsatz des bonusgeld war auch erledigt. Plötzlich bekam ich eine Nachricht „ herzlichen Glückwunsch" sie haben die Bonus Bedingungen erfüllt. Was mir sofort aufgefallen ist, auf meinem Spielerkonto waren 250 Euro drauf als ich den Bonus erledigte, sofort wurden mir 130 Euro vom Spielerkonto entwendet, sodass nurnoch lediglich 120 Euro auf meinem Spielerkonto übrig blieben.

als ich den Support fragte wo mein Geld ist , bekam ich die Antwort „ Wir verstehen Ihre Unzufriedenheit, möchten jedoch klarstellen, dass dies nicht bedeutet, dass der Gewinn ersetzt wurde oder verloren gegangen ist.

Der Bonus wurde erfolgreich freige-spielt, woraufhin gemäß den Bonusbe-dingungen eine Umwandlung in Echt-geldguthaben erfolgte. Der maximale Umwandlungsbetrag für diesen Bonus betrug 120,00 EUR, weshalb genau dieser Betrag Ihrem Echtgeldguthaben gutgeschrieben wurde. Bitte beachten Sie, dass die Umsatzbedingungen und Umwandlungslimits Teil der Bedingungen des Bonusangebots sind und im Voraus angezeigt werden."

das stimmt einfach nicht !! Nirgends steht davon irgendwas. Ich habe die agbs studiert und auch da steht nichts. Ich wurde also schlicht vom Casino beklaut.

Ist ja auch logisch , wer zahlt 20 Euro ein wenn der Höchstsatz zum auszahlen 120 Euro ist ? Niemand.

eventuell habt ihr die Möglichkeit Kontakt mit dem Manager aufzunehmen um die Sache zu klären.

die verbliebenen 120 Euro habe ich zur Auszahlung gebracht , bis jetzt allerdings ohne Erfolg.

vielleicht könnt ihr ja helfen , danke

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Dear Kingeckrim,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your bonus winnings.

To better understand the situation, could you please clarify the following:

• Could you please send me a screenshot or link to the exact welcome bonus you activated, including its full terms and conditions?
• Did the casino show anywhere before you claimed the bonus that the maximum amount convertible to real money was €120?
• Have you successfully completed the KYC verification?
• Is the remaining €120 withdrawal still pending, or has it already been processed?

Please also send me any relevant communication you have had with the casino regarding the €120 conversion limit.

Thank you very much for your cooperation.

Karla M.

Hello,

We've checked the T&Cs, they bonus terms clearly state the conditions:

Kind regards

Oh, and where? I've read the bonus terms and conditions several times, and apart from the stipulation of 40x wagering requirement and a maximum stake of €5, there's absolutely nothing else. It's simply misleading and nothing short of a scandal.

It's unbelievable to me that the casino gets away with such a scam. We're talking about a ridiculous 130 euros here.

Achja und wo ? Ich habe die Bonus AGBs mehrfach nachgelesen und bis auf den Vermerk 40x Umsatz und maximal 5 Euro Einsatz steht genau garnichts. Es ist einfach irreführend und nicht mehr als ein Skandal.

es ist für mich unglaublich das das Casino mit so einer Masche durchkommt. Wir reden hier von lächerlichen 130 Euro, .

Hello, Kingeckrim

Here is a complete info re the welcome bonus terms:

https://yep.casino/de-de/welcome-casino-bonus

Should you have any questions - please do not hesitate to let us know.

Regards

Dear Kingeckrim,

Thank you for your response.

I have reviewed the welcome bonus terms provided by the casino.

The terms state that the maximum amount that can be converted from bonus funds into real money is five times the bonus amount.

As you deposited €20 and received a 100% bonus of €20, the maximum amount convertible from the bonus was therefore €100. Together with your original €20 deposit, this resulted in a real-money balance of €120 after the wagering requirements were completed.

Based on the available information, the casino appears to have applied the bonus conversion limit in accordance with the published terms.

For this reason, we are unable to consider the removal of the remaining bonus winnings unfair, and this part of the complaint will be rejected.

If your €120 withdrawal remains unpaid beyond the casino's normal processing timeframe, please let us know, as we can assess the withdrawal issue separately.

Thank you for your understanding.

Karla M.