My money just disappeared

[fb_10153457435232861]

I was playing last night at Annacasino on Jack and the beanstalk...After 10 freespin in the bonusgame I won 3500 danish kr...and my balance was at that point 4400 dkr.... and 5 or 10 click after the win,i set my bet at 40 dkr per click...and then suddenly all my money I just won dissapear....and the account drop to 561 dkr!!!!....I try to open the chat,but they dont have chat support in the weekends..(??!)...and now i have sent two mails,but i dont hear anything from Annacasino....and actually i even dont think i ever see the money again :-( :-(.....and if that´s so i just play at unibet...there have never been any problems by unibets... have anyone try the same fund missing...and what do i have to do...

[ValDes]

Hi there and welcome to AskGamblers. 

 

Sorry to hear about your issue. Have just sent a private message to the official representative of Anna Casino here and hope he will jump in as soon as possible and help you. 

[cocopop3011]

I was playing last night at Annacasino on Jack and the beanstalk...After 10 freespin in the bonusgame I won 3500 danish kr...and my balance was at that point 4400 dkr.... and 5 or 10 click after the win,i set my bet at 40 dkr per click...and then suddenly all my money I just won dissapear....and the account drop to 561 dkr!!!!....I try to open the chat,but they dont have chat support in the weekends..(??!)...and now i have sent two mails,but i dont hear anything from Annacasino....and actually i even dont think i ever see the money again :-( :-(.....and if that´s so i just play at unibet...there have never been any problems by unibets... have anyone try the same fund missing...and what do i have to do...

 

Hello Per.E and welcome to our forum.

 

I'm so sorry to hear you've had a problem at AnnaCasino. However please try not to worry to much we have an extremely great rep here for the casino, I'll email him now for you and ask him to take a look at the thread. I imagine he will be in touch with your shortly to gather some more details from you.

 

I'll come back and check in a few days to make sure you've had a reply. 

[ValDes]

Seems like both forum admins replied in the same moment.

[cocopop3011]

Hi there and welcome to AskGamblers. 

 

Sorry to hear about your issue. Have just sent a private message to the official representative of Anna Casino here and hope he will jump in as soon as possible and help you. 

 

We really need to stop being so "in sync"    Once again we post the exact same message at the exact same time! 

[James15]

I was playing last night at Annacasino on Jack and the beanstalk...After 10 freespin in the bonusgame I won 3500 danish kr...and my balance was at that point 4400 dkr.... and 5 or 10 click after the win,i set my bet at 40 dkr per click...and then suddenly all my money I just won dissapear....and the account drop to 561 dkr!!!!....I try to open the chat,but they dont have chat support in the weekends..(??!)...and now i have sent two mails,but i dont hear anything from Annacasino....and actually i even dont think i ever see the money again :-( :-(.....and if that´s so i just play at unibet...there have never been any problems by unibets... have anyone try the same fund missing...and what do i have to do...

 that's very horrofying .. in my advice i think you determine your bankroll before you get to the casino .. 

[FAZIII1]

Hm maybe this is error or mayby they have set up system  in way  - if somone playing with bonus make single bet per spin bigger then  max bet per spin allowed then system delated all winings   from bonus and left in accont only deposit amount......

 

You probably alredy recived your answer from casino staff but    if your deposit amount was 561 dkr ? and you win   up to  4400 dkr - increased bet make spin and winings back to    same amount like your deposit ?  then maybe this is how they set up system if somone  broke max bet per single spin rule.

 

40 dkr per spin = 5.36€        in site rulez is write max bet per spin for € currency is 5€.  - So mayby  this is point  of problem but hope this is just some system issue and they credit your winings back.

[LeoDubbed]

That would be the problem indeed, your bet was too high and therefore the winnings will be void. I hope they will give your money back but I am afraid this would be not the case because you are violating their terms but good luck.

[cocopop3011]

We don't know yet whether Per.E was playing with a bonus, if he was then this may well be the reason why. If he wasn't then the max bet rule doesn't apply.

 

Let's see what happens..

[fb_10153457435232861]

 that's very horrofying .. in my advice i think you determine your bankroll before you get to the casino .. 

 

Hm maybe this is error or mayby they have set up system  in way  - if somone playing with bonus make single bet per spin bigger then  max bet per spin allowed then system delated all winings   from bonus and left in accont only deposit amount......

 

You probably alredy recived your answer from casino staff but    if your deposit amount was 561 dkr ? and you win   up to  4400 dkr - increased bet make spin and winings back to    same amount like your deposit ?  then maybe this is how they set up system if somone  broke max bet per single spin rule.

 

40 dkr per spin = 5.36€        in site rulez is write max bet per spin for € currency is 5€.  - So mayby  this is point  of problem but hope this is just some system issue and they credit your winings back.

yes thats the reason...I didnt know anything about that,before now.....but why dont i get a warning message telling me i am about to forfeit my bonus and winnings if I raise.....and if we dont find a solution it is the last time i am playing there......why should i raise my bet after i won,if i knew i would loose all my money....so i hope they can see i didnt know....

[fb_10153457435232861]

yes thats the reason...I didnt know anything about that,before now.....but why dont i get a warning message telling me i am about to forfeit my bonus and winnings if I raise.....and if we dont find a solution it is the last time i am playing there......why should i raise my bet after i won,if i knew i would loose all my money....so i hope they can see i didnt know....

and nice to know that 0.36 euro cost me all I won........

[AlyzDGamer]

That's harsh, some casino really have a problem in creating cash out. This is not the first time that I heard about casino issues with regards to their winning. I am hoping that they will be able to have a good explanation regarding this one. This is so sad

[James15]

and nice to know that 0.36 euro cost me all I won........

oh really ?

[AnnaCasinoOfficial]

Hi Per,

 

I will take a look at your case. Please be adviced that it was indeed an overplaying in stakes that caused the situation. Let me explain from the ground up why we have the rules that we do.

 

First of all, the max bet protection is unfortunately needed. The online casino industry is regularly hit by abusers trying to get an advantage. If you can play with stakes that are to high, you can gain an advantage over the casino (theoretical RTP over 100%) and this makes the max-bet rule a necessary evil. We have set up our system to automatically confiscate the bonus (and bonus winnings) if this rule is broken since it is simply impossible to manually go over all bonus money bets. I know the function is horrible and that regular players with no bad intentions are sometimes hit by it but we try to be extremely fair in our evaluation on whether or not to give the bonus money back.

 

Basically, you can expect us to refund your bonus money, if we can see that a player is a regular player and not an abuser. That requires quite a bit however that I won't go into details about here.

 

I spoke quickly to the supporter handling this case and was told that they initially had declined your request for a refund of the bonus. The reasoning behind this is, that you kept playing right after the bonus money went away.

 

Let me explain why this is a problem since you are here hitting another very normal way of abusing bonuses. Casinos in general have a lot of players that come into the casino, deposit money with no bonus and play. If they win, they simply do a withdrawal (since they have no turnover requirement) and they are happy. If they lose, they write the support complaining that they didn't get their deposit bonus. If they are then granted the deposit bonus they manage to get an advantage (since they had a free shot at winning without turnover requirements and then afterwards get another shot with their bonus money).

 

So, in order to get a bonus credited, if something went wrong while trying to get the bonus, a player must always do this BEFORE the playing starts. If that is done, we will credit the bonus manually with no questions asked (if the player is eligible for the bonus of course).

 

Because you played with your remaining funds before the support came back to you, their standard response will always be that we can't re-credit the bonus. Even if they deem you to be a regular player that we would normally re-credit the bonus to.

 

Now, all I have mentioned in this thread is our standard procedures but we work on an element of fairness. We want to be fair when these cases arise.

 

I will take a look at the case and situation and get back to you.

 

Kind regards,

Mike

[cocopop3011]

yes thats the reason...I didnt know anything about that,before now.....but why dont i get a warning message telling me i am about to forfeit my bonus and winnings if I raise.....and if we dont find a solution it is the last time i am playing there......why should i raise my bet after i won,if i knew i would loose all my money....so i hope they can see i didnt know....

 

I really don't think I need to say more on the matter since Mike has already given the full explanation. But I would like to add Per E that the max bet rules will be clearly stated in the casinos terms and conditions. No warning message is needed if you read the t&c's.

 

I will now leave this for Mike to come back to you.

[cocopop3011]

@Per.E

 

I've deleted your second thread which you just opened accusing AnnaCasino of stealing your money. There's no need to make more threads it can all be handled in this one. And as Awena replied to you in that thread, the bonus term as the casino showed you in your email is clearly written in their terms and conditions. 

 

So I reiterate how important it is to know your max bet before you play. It's the reason why terms are conditions are there.

[AnnaCasinoOfficial]

Hi Per,

 

We have looked over your case and agreed to grant you the bonus back. There is a few reasons why we have chosen to do this (that I won't write here since I don't want people to speculate in this) but let's just say that you were a bit "lucky" related to your history with us in terms of your play so that this was possible. As mentioned before we try to operate under an element of "fairness" so when a player history warrant it we will always honor the winnings of a player if the player suffered a problem related to our rules. Fortunately this was a possibility in your case.

 

Please remember in the future to look into the bonus rules. For Anna Casino you are always safe under €5 (or currency equivalent) and. Also, if you ever encounter a problem like this again (on any casino) then remember to contact the casino before you continue playing. I know that this can be very annoying if you have a good session going on a hot slot and you can't get a hold of a support rep straight away.

 

Held og lykke med spillet

 

Kind regards,
Mike

[cocopop3011]

Thanks so much for looking into Mike and for being so generous to the player! I hope you get the gratitude you deserve with at least a thank you from the player.

[fb_10153457435232861]

Sorry havent been online for a while... but I would like to thank Annacasino support for their cooperation in this problem... and a thank you to askgamblers for the help and support :-)

[cocopop3011]

Sorry havent been online for a while... but I would like to thank Annacasino support for their cooperation in this problem... and a thank you to askgamblers for the help and support :-)

 

Your welcome Per E. Happy gambling.

[LeoDubbed]

Double thumbs up for you AnnaCasino

this kinda services is very rare and I am glad there are casino that still offers this kinda services.