Abo Casino, Kakadu Casino, Arlekin Casino Support and Complaints Thread

Hi everyone,

unfortunately I am having a problem with ARLEKIN Casino, which is part of the Dama N.V. / Softswiss group.
In the first post of this thread it is mentioned that this is also the corresponding representative for Arlekin casino, so I hope I will receive some help here.

I played on Arlekin for a while with no problems until now. Deposited 505€ in total and withdrew 1.000€. Fully verified.

Via Email I received an offer on the 29th of September 2021 of a 100% match deposit + 50 free spins (0.25€ each).
I lost the deposit of 100 EUR + 100 EUR bonus. However, I won 34,55€ from the deposit free spins. I turned the free spins win into slightly above 1.000€. Once the wagering was done, my balance was automatically reduced from 1.003€ to 50€.

In their email from the mentioned offer they state:
"Max. win from free spins: 50 EUR/USD, 80 AUD/CAD/NZD, 0.00135 BTC or equivalent."

What that means is, that you cannot win more than 50€ from playing these 50 free spins.
Once the free spins are finished, anything above 50€ should be void. However, it does not mean that you cannot turn your free spins win in anything higher than that.

They also do not state any withdrawal limit whatsoever on deposit free spins in their bonus terms.

Therefore, in my opinion my balance should be reinstated to 1.003€.

Of course I also contacted their live chat support but did not receuve any help from them.

I use the same email adress at Arlekin Casino that I have here on lcb.org.

Thank your for offering this forum as a complaint solution method.

Have a nice weekend everyone!

So far, no update from Arlekin casino whatsoever. 

Contacted live chat support multiple times. Absolutely no help. 

Hi spinmeup, 

Please note that every casino has a max cashout limit for free spins. It is clearly stated in the bonus T&C that free spins have 50euro max cashout. I doubt that there is anything the casino can do in this case.

Hi Melissa, 

thank you for your time.

I carefully read the bonus T&C of Arlekin casino as well. They do not have any max. cashout on deposit free spins in their bonus terms.

They restrict winnings from no deposit free spins to max. 50 EUR which is understandable and industry standard:

Quote from their bonus T&C: "The maximum winning from the no deposit bonus free spins is 50 EUR/USD; 75 CAD/AUD/NZD; 500 NOK; 200 PLN; 6,000 JPY; 20,000 KZT; 50 USDT or its equivalent in BTC, ETH, LTC, BCH, DOG."

In addition, I strongly disagree with your statement, that 'every casino has a max cashout limit for free spins'. This is only true when it comes to no deposit free spins. That is of course the case in every casino. I won from free spins that were part of my deposit, so called "deposit free spins". All trustworthy and serious casinos do not limit cashouts from deposit bonuses and deposit free spins.

Again, Arlekin Casino itself does not have a withdrawal restriction on deposit free spins in their bonus terms.

Having said that, I stand by my point, that my balance was wrongfully reduced from 1.003€ to 50€ and it should be reinstated fully.

Unfortunately I did not receive any answer so far from Arlekin Casino on this matter. 

Hi spinmeup,

You deposited for a 100% match bonus and you have a max cashout limit for this bonus. However, you also got free spins on top of that and these spins had a max cashout as you got them for free, no matter if they are a part of a deposit bonus. 

The casino rep has been notified as well. 

Hi again Melissa, 

first of all thank you for notifying the casino rep. I hope he will answer, since he has been inactive here for 3 months apparently.

Again, as I already said, it is not true that there is any maximum cashout limit on deposit bonusses or free spins whatsoever. That's simply not the case. You can check Arlekin bonus terms:

https://www.arlekincasino.com/bonus-terms-and-conditions

They only restrict no deposit free spins to a maximum of 50 EUR. 

Also I did not get the free spins "for free", like you said, since they are part of a deposit. By definition, these are deposit free spins. If you spins for free, these are called "no deposit free spins". 

"Deposit free spins" do not have a "maximum cashout" like you said.

Quote from the email offer:

"Max. win from free spins: 50 EUR/USD, 80 AUD/CAD/NZD, 0.00135 BTC or equivalent."

What that means: you can not win more than 50 EUR from playing out these free spins themselves. You can, however, play, wager and win more and also cash out more than that. If Arlekin casino would like to restrict a cashout from deposit free spins, they should state a "max. cashout limit", instead of a "max. win limit". 

To sum it up, I stand by my point, that Arlekin wrongfully applied their bonus terms on my free spins, that were part of my deposit. My balance was reduced to 50 EUR against Arlekins own bonus terms. I still kindly ask for my balance to be reinstated fully to 1.003€ to put this complaint to gras.

I will, of course, also update my review of Arlekin casino once this complaint has been resolved successfully. 

It is clearly stated that the max win from free spins is 50euro or currency equivalent. You spent the money you deposited and the bonus. Once you played and wagered your free spins you could only withdraw 50euro since this is the max win amount from free spins. I don't see anything wrong there. 

Hi Melissa and thank you for your quick response, 

the offer I received via email states: "Max. win from free spins: 50 EUR/USD, 80 AUD/CAD/NZD, 0.00135 BTC or equivalent."

This is referring to the maximum amount you can win by playing out these free spins. 

---
Example:

Free spins pay 65€. After the free spins are finished, your balance will be credited with 50€ (max. free spins win).

You then have to wager 40x 50€. Whatever will be left after wagering, can be cashed out, since there is no max. withdrawal/cashout limit.

---

My free spins paid about 34€, well within the max. win limit. I then wagered them fully and was left with slightly above 1.003€ after wagering. Since there is no cashout limit, I should have been able to withdraw the full amount. Nevertheless, it got reduced to 50€ against Arlekins bonus T&C.

Let me further emphasize that Arlekin casino does not have any withdrawal limit of deposit free spins whatsoever in their general bonus T&C as well. They only restrict no deposit spins, which is fine and industry standard. (https://www.arlekincasino.com/bonus-terms-and-conditions)

If Arlekin casino would like to restrict the payout of deposit free spins (or deposit bonusses) in general they need to impose a withdrawal limit on those. But they don't do that.

Therefore, I stand by my point, that I am entitled to have my balance fully reinstated to 1.003€ as according to Arlekin casinos bonus T&C because they do not impose withdrawal limits on deposit bonusses and deposit free spins.

I am looking forward to an answer from Arlekin casino representative here, to see their view on this issue, since they have unfortunately not responded to my complaint I sent them via email. 

Arlekin, or any casino, expects a user to read and obey by their (bonus) T&C, these have to be written accurately enough to avoid any misunderstandings. It's the casinos sole responsibility to take care of accuracy.

A maximum win restriction is just not the same as a maximum withdrawal restriction. Especially since the 'maximum win' was by wording only referring to the free spins themselves. There is a good reason, other casinos use typical statements like "The maximum you will ever be able to withdraw from winnings of free spins are 50 EUR etc. [...]" But Arlekin casino stated in their email offer:

"Max. win from free spins: 50 EUR/USD, 80 AUD/CAD/NZD, 0.00135 BTC or equivalent."

This is especially true, considering their bonus T&C were not reflecting this: You have to ask yourselves why on earth would Arlekin casino change their bonus T&C one day after my complaint here and without notifying their users (which is a must)

from

"The maximum winning from no deposit free spins is 50 EUR/USD; [...]"

to

"The maximum winning from the free spins is 50 EUR/USD;[...]"

Changing terms in stealth without notification and applying them retroactively is for good reason considered plain rogue by all ADR entities.

If Arlekin casino is willing to do things like that just to avoid a small payment of 1k€, you have to ask yourself what are they willing to go trough if you win a really large amount. To me, this is completely untrustworthy behaviour.

They changed their bonus T&C after my complaint because they obviously acknowledged that they made a mistake. They should have just said "Well, we made a mistake here. We will change the terms for the future, here is your withdrawal, thanks for letting us know". I would not have charged you for my help, no worries, Arlekin.

I'd like to hear from Arlekin casino directly, what they have to say about this issue and why they have changed their bonus T&C without notification and applying them retroactively. Unfortunately, they have been unresponsive to my email (from Friday last week). So I am glad to hear from them here, since I still consider this unresolved. My bonus winnings have been capped against Arlekin bonus T&C and I am still missing out on 953€ (1.003€ minus 50€).

Hi spinmeup,

We sent another reminder to the casino rep and asked him to reply to your questions. Hope he'll get back to us soon. 

Hi Melissa, 

thank you so much for your help. It is indeed really appreciated. 

Have a good evening! 

Good afternoon, Spinmeup.

We apologize for the long response. We are very sorry that you encountered this problem, but we try to make our rules as clear and simple as possible.

In this case, the bonus offer has clear limitations on winnings from free spins, which is 50 euro, "Max. win from free spins: 50 EUR/USD, 80 AUD/CAD/NZD, 0.00135 BTC or equivalent." All conditions are specified in the email you received. If winnings from free spins exceed the limit, they are automatically deducted to the limit of 50 euro.

As for the T&C - in your case, all conditions on the proposed bonus were prescribed in the newsletter and they did not contradict the T&C. You were notified that the free spins bonus was limited. Also, the casino has the right to adjust the wording of the rules, as long as it does not change their point and makes them easier to understand.

Due to the current situation, we are ready to provide you with compensation in the form of a no-deposit bonus. However, in order to acquire it, we need to get the message from the email you have used to make a registration. You can send this information in a private message or contact technical support through the site.

Thank you for your feedback, it helps to make our casino better!

Good afternoon, 

it only took you a full week to even respond to this matter whilst I have not received any answer from you to my email, ticket no. #GHRP1. Your lack of customer service is a shame really. 

I am not at all interested in any 'compensation no-deposit bonus'. Except if its on top of my winnings of nearly 1k€ that you have been wrongfully kept and nullified. 

But just judge for yourselves what Arlekin casino is willing to do in order to avoid paying their customers:

Version at the time of my play:

Version they quietly changed it to after I complained towards them:

That's exactly, what I would call "[...] adjust the wording of the rules, as long as it does not change their point and makes them easier to understand.".... except its not. Its quite the opposite, don't you think? 

If you are playing at Arlekin casino expect them to change their T&C at any time without notification, so they do not have to pay you. Oh, and if you contact them regarding any issue you have, do not expect an answer. Talk-to-the-hand it is at their premises. 

Greetings and have a great weekend everyone!:) 

Good afternoon, Spinmeup.

Once again, I apologize for the fact that you had to wait so long for the previous answer, we will do our best to ensure that this does not happen again.

In the attached screenshot from the newsletter, you can see that we do not limit the winnings on the cash bonus, but the winnings from free spins are limited. "Max. Win from free spins: 50 EUR / USD, 80 AUD / CAD / NZD, 0.00135 BTC or equivalent." All the rules of the exclusive bonus are spelt out clearly and clearly.

You are trying to tie the limit on winnings from no deposit spins from an exclusive bonus to the wording of the rules on no deposit sign up bonuses from T&C, which we do not provide.

All one-time promotions and personalized offers from retention managers are exclusive and are not duplicated in the rules. However, the player is prematurely warned about the conditions of the promotion before making a deposit. Each letter has a T&C with a detailed description of the bonus, which does not contradict the general rules of the casino that apply to the welcome package.

Regarding the rules, as I said earlier, yes, we have made changes to the wording of the no deposit bonus. These rules, both the old version and the new one, do not affect this situation in any way. We want to thank you for following the rules because thanks to you we are getting better.