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I made a deposit of 50,-€ on 06.12.2023 and received a bonus of 15,-€ for the Christmas calendar bonus game. I reached the turnover necessary for a withdrawal of my total balance (300,75€), but only received 100,-€.

Ich habe am 06.12.2023 50,-€ eingezahlt und einen Bonus in Höhe von 15,-€ für das Weihnachtskalenderbonusspiel erhalten. Ich habe den Umsatz erreicht, der für eine Auszahlung meines Gesamtguthabens notwendig war (300,75€) und habe aber nur 100,-€ erhalten.

Dear Ricardito66,

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

I checked the promotion and its rules and I found this:

• Have you contacted casino support and asked for an explanation?
• If there was any response from the casino regarding the issue please forward it to my email at tomas@casino.guru

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

Best regards,

Tomas

Hello Tomas,

yes, I contacted Löwen-Play support and wrote to them in the chat on December 6th, 2023, this was around 11:50 p.m. to around 12:05 a.m., my counterpart Sebastian Zalewski was there.

Hallo Tomas,

ja ich habe den Support von Löwen-Play kontaktiert und dort am 06.12.2023 im Chat geschrieben, dies war gegen 23:50 Uhr bis ca. 00:05 Uhr, dort war mein Gegenüber Sebastian Zalewski.

Please, describe in detail what response you received from the casino. Looking forward to your response.

The answer from Loewenplay was after I had deposited €50 for the Advent calendar bonus:

You have deposited €50 and activated our Advent calendar. However, the up to 200% deposit code was not yet available to you, as you have to deposit at least €20 in order to benefit from bonus offers every day until January 1st, 2024. I realize this may not have been immediately obvious. My colleague booked you a bonus as a gesture of goodwill to ensure that we will accommodate you even if you have not correctly fulfilled the bonus requirements. With us, a goodwill bonus is usually tied to the following bonus conditions: 75 x sales factor and maximum conversion amount of €100

As I explained to you, you received a goodwill bonus and not a deposit bonus. You can withdraw the €100 now or continue playing with it, but the €200.75 that is canceled is final.

Die Antwort von Loewenplay war, nachdem ich die 50,-€ eingezahlt hatte auf den Adventskalenderbonus:

Du hast 50 € eingezahlt und somit unseren Adventskalender aktiviert. Der bis zu 200% Einzahlungscode stand dir jedoch noch nicht zur Verfügung, da du mindestens 20 € einzahlen musst, um bis zum 01.01.2024 täglich von Bonusangeboten profitieren zu können. Ich sehe, dass dies möglicherweise nicht sofort ersichtlich war. Mein Kollege hat dir aus Kulanz einen Bonus nachgebucht, um sicherzustellen, dass wir auch dir entgegenkommen, selbst wenn du die Bonusanforderungen nicht korrekt erfüllt hast. Bei uns ist ein Kulanzbonus in der Regel an folgende Bonusbedingungen gebunden: 75 x Umsatzfaktor und maximaler Umwandlungsbetrag 100€

Wie ich dir erklärt habe, du hast ein Kulanzbonus erhalten und kein Einzahlungsbonus. Du kannst die 100€ jetzt auszahlen oder weiter damit spielen, aber die 200,75€, die storniert sind endgültig.

thanks for the explanation.

I checked the general bonus terms and conditions https://www.loewen-play.de/bonus

and found this:

"MAXIMUM PAYOUT FOR NO DEPOSIT BONUS, CASH BACK OR FREE FREE SPINS

For a no deposit bonus, cash back or free spins: The maximum winnings payout is €100.

Example: You receive a free bonus of €10. From this amount you will earn a profit of €120 after fulfilling the bonus conditions (e.g. after you have wagered the amount x times). Then you can convert a maximum of €100 into real money and withdraw it. The remaining amount that exceeds the maximum withdrawal amount of €100 will be canceled in this case."

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 predatory, 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.

If there is any additional information that would support your case, please do not hesitate to contact us, otherwise I will be forced to reject your complaint. Thank you for your understanding.

thanks for the explanation.

I checked the general bonus terms and conditions https://www.loewen-play.de/bonus

and found this:

"MAXIMALE AUSZAHLUNG FÜR BONUS OHNE EINZAHLUNG, CASH BACK ODER GRATIS FREE SPINS

Bei einem Bonus ohne Einzahlung, Cash Back oder gratis Free Spins gilt: Die maximale Gewinnauszahlung beträgt 100€.

Beispiel: Du erhältst einen kostenlosen Bonus von 10€. Aus diesem Betrag erspielst Du, nach Erfüllung der Bonusbedingungen, einen Gewinn von 120€ (z.B. nachdem Du den Betrag x-mal umgesetzt hast). Dann kannst Du maximal 100€ in echtes Geld umwandeln und auszahlen. Der verbleibende Betrag, der den maximalen Auszahlungsbetrag von 100€ übersteigt, wird in diesem Fall storniert."

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 predatory, 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.

If there is any additional information that would support your case, please do not hesitate to contact us, otherwise I will be forced to reject your complaint. Thank you for your understanding. 

It was neither free spins nor a no deposit bonus because I deposited €50!

What sense does it make to deposit €50 when you can win a maximum of €100???

Es hat sich weder um Freespins noch um einen Bonus ohne Einzahlung gehandelt, denn ich habe 50,-€ eingezahlt!

Was macht es denn für einen Sinn 50,-€ einzuzahlen, wenn man maximal 100,-€ gewinnen kann???

How did the casino inform you about the bonus that was activated on your account immediately after it was credited? Or has the casino informed you, a different bonus was credited to your account, either via a notification or some other way?

At my request, the casino credited me with the bonus because the bonus for the 6th Christmas calendar window was not automatically credited. It would have been nonsense to deposit €50 in order to win a maximum of €100 with the risk of a total loss.

Das Casino hat mir auf meine Bitte hin, da der Bonus für das 6. Weihnachtskalenderfenster nicht automatisch gutgeschrieben worden ist, den Bonus gutgeschrieben. Es wäre ja Unfug gewesen 50,-€ einzuzahlen um mit dem Risiko eines Totalverlustes maximal 100,-€ zu gewinnen.

Please let me know how the casino informed you about which bonus will be credited to your account instead of the original bonus at the time you made the deposit after the original bonus couldn't be credited. My email is tomas@casino.guru

Hello, the employee told me in the chat that he would credit me with the bonus for the 6th calendar window since I had deposited the required €50. Incidentally, I had also met the sales requirements for the bonus.

Hallo, mir hat im Chat der Mitarbeiter gesagt er würde mir den Bonus für das 6.Kalenderfenster gutschreiben, da ich ja die geforderten 50,-€ eingezahlt hatte. Im Übrigen hatte ich auch die Umsatzanforderungen für den Bonus erfüllt.

Thank you very much, Ricardito66, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future. 

Hello Ricardito66,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Löwen Play Casino to join the conversation.

Dear Löwen Play Casino,

Can you please provide more information on why the player's winnings were caped? Why was the original bonus for the 6th Christmas calendar window not automatically credited to the player despite having deposited more than the minimum required of €20?

Hello together,

just to give a feedback to this issue from our side. As first point it would be great if the T&C would be read to 100%.

The customer deposited 50 EUR and wanted to open door 6 of the advent calendar (deposit bonus with no max payout). Registered on the same day. However, he had to deposit 20 EUR once more to UNLOCK the calendar. With this additional deposit he is qualified for the advent calendar. So he had to deposit again to open the door. An LP agent gave him a 15 EUR bonus out of goodwill (max payout 100) and communicated this to him as well. He could have deposited again and open the door without any problem. But the customer didn't.

As summary which options he had as he registered:

- 50€ first deposit after registration plus the offered 100% welcome bonus code and he is automatically activated for the adventcalendar

and with door 6 he got the 200% bonus for a deposit of 10 to 25€

- 50€ first deposit bonus without using the welcome bonus code and this amount is not bound and for activating of the advent calendar at this day he had to deposit 20€ up to 25€ to get the 200% bonus on this amount.

I hope it is now clearer for all.

Best regards

Löwen Play Germany

Dear Ricardito66,

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.

Hello,

It's almost an impertinence on the part of the casino to claim that I should have read the terms and conditions myself!!!

It's not for nothing that I wrote to customer service asking them to activate the "CALENDAR WINDOW BONUS", I didn't receive any information from this customer service that I had to deposit another €20-25 (which I would have done).

I would like to ask for clarification!

Hallo,

es ist fast schon eine Unverschämtheit des Casinos zu behaupten, ich hätte die Bedingungen selbst lesen müssen!!!

Ich habe nicht umsonst den Kundendienst angeschrieben, mit der Bitte um Freischaltung des "KALENDERFENSTERBONUS", von diesem Kundendienst habe ich keinen Hinweis erhalten, dass ich weitere 20-25,-€ einzahlen muss (was ich aber getan hätte).

Ich möchte um Klärung bitten!

Dear Ricardito66,

I comprehend that in certain casinos, bonuses are automatically added to the deposit. However, especially for exclusive or limited offer bonuses, it is often imperative to input a designated bonus code in the specified column to activate the bonus. If a deposit is made without the bonus code, only the deposited amount is credited to the casino balance. According to the explanation provided by the casino team, it appears that you did not include the required bonus code with your deposit, resulting in the non-receipt of the "advent calendar bonus." The live chat operator manually offered you an alternative bonus in response to this.

While I'm uncertain about the details of your communication with the live chat operator and their response (feel free to forward me the livechat transcript if you have it), it's essential to emphasize the importance of thoroughly reading and understanding the terms and conditions of each bonus before activation—a standard requirement in every casino for every player. Since you did not meet all the specified conditions to qualify for the "advent calendar bonus" and proceeded to play with the alternative bonus that had capped maximum winnings, the adjustment of your winnings after fulfilling the wagering requirements aligns with the casino's terms.

Please feel free to correct me if I've overlooked something, but based on the information available, I don't observe any issues with the casino team's actions.

Dear Ricardito66,

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.

Hello Michal,

Unfortunately, I can no longer access the chat history and ask that you use the facts I have described so far.

Best regards

Alexander

Hallo Michal,

leider kann ich nicht mehr auf den Chatverlauf zugreifen und bitte darum, meine bisher geschilderten Fakten zu nutzen.

Beste Grüße

Alexander

Dear Ricardito66,

Although I would like to help, it is crucial to recognize that challenging the information presented by the casino team is nearly impossible without supporting evidence from your end. According to the available information, it has been noted you did not fulfill all the specified conditions necessary to qualify for the "advent calendar bonus." Instead, you utilized a different bonus with a capped maximum winnings feature, and the adjustment of your winnings after meeting the wagering requirements aligns with the casino's terms. The casino team has operated in accordance with their terms and conditions.

I can only recommend thoroughly reading and comprehending the terms and conditions of each bonus before claiming and activating them. I believe that this situation has been adequately clarified, and I see no value in further discussion on this matter. Please inform me if I can close this complaint or if you need assistance with any other concerns.

Dear Michal, the first email from Tomas says it all, he had found the bonus description and the "supervisor" from Löwenplay should have explained it to me properly, because who pays €50 when they can win a maximum of €100 ?

Lieber Michal, die erste Mail von Tomas sagt doch alles, er hatte ja die Bonusbeschreibung gefunden und der "Betreuer" von Löwenplay hätte es mir ordentlich erklären müssen, denn wer zahlt 50,-€ ein, wenn er maximal 100,-€ gewinnen kann?

Dear Ricardito66,

Although I can agree with you that the live chat operator could have explained the situation to you more in detail, it is essential for players to familiarize themselves with the terms and conditions of bonuses, including the requirements for accessing them. Despite my repeated explanations, you have not fulfilled all the necessary criteria for receiving the "advent calendar bonus." I've clarified this multiple times, but it appears you are focused solely on your viewpoint. Further discussion on this matter seems unproductive, and I emphasize the importance of players taking responsibility by carefully reading and understanding the terms and conditions associated with each bonus.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

Best regards,

Michal

Casino Guru