I made a deposit on this site ( matching bonus at casino), so I deposited 4k nok and got a matching bonus of 4k nok. Its a bonus where you play with your real money first and after with the bonus money, meaning if I win with my real money, I can cancel the bonus and forfeit just the bonus, not the winnings, and withdraw the money.

I played and never went belwo 4k ( meaning I never got to play with the bonus money) and I won around 40k. I went to cancel my bonus and saw that the wagering started meaning Ive played with the bonus ( error from their side ) . I went to live support asking me to help providing me the gameplay history, but they said they coulndt do that.

I explained my problem ( that in my bonus section the wagering started even if i didnt play with bonus money), they asked for a screenshot which i gave them and after they said "  was directly provided from your account and therefore have confirmed that the bonus money has been already in regards to your gaming" and refusing showing me the gameplay history.

I also emailed them but I didnt get any response.

So Im asking for my gameplay History to see that I never reached bonus money and after proving Im right , to cancel the bonus and withdraw the winnings.

PS: I have the chat transcript with them so please give me an email where I can forward it to you.

Thanks

Dear batosara98,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please send me the screenshot of your wagering progress with the bonus you activated?

Is your bonus still active? Have you continued wagering the bonus money or have you canceled the bonus?

Have you received any response from the casino customer support after you requested your gaming history via email?

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

Best regards

Veronika

Hello!

I still have the bonus, If i cancel it, I ll lose all the money. I stopped wagering and Im currently waiting for the gameplay history.

The bonus I acitvate is the one that can be cancel if I win with my own money.

No, no response from them??

Hello, Please keep in mind that I have this active bonus, which will expire on 22.07.2024.

I would like this issue to be resolved in this time frame. Maybe the casino will try to wait until then to respond so they can cancel all my winnings and be on profit..

I'm sorry, but in order to continue the investigation, we will need your gaming history. If you wagered more than 4000 NOK of real money, you have started wagering your bonus money. The screenshot you provided does not indicate any technical errors on the casino's side. Please provide us with your gaming history for further review.

I ve waited a week for your response .

As I mentioned above, I asked them to give me the gameplay history because I cannot see the full history from my account.

So they need to help us and provide it....

"  I went to live support asking me to help providing me the gameplay history, but they said they coulndt do that. "

Please help me faster as I said that my bonus will expire soon.

Thank you.

Have you tried requesting your gaming history in Excel format by reaching customer support via email [email protected]? If you have, please forward me the email. Thank you.

I hope you are joking with me Veronika.

I said in my first text here that " I also emailed them but I didnt get any response.".

Thats the whole point of this complaint, I ve tried to asked them on chat support for gaming history and they said they couldnt give me that and after I emailed them, but didnt get any answer.

So I made this complaint in order to get an official response from them.

Is it clear what do I need now?

Please help me! The bonus will expire!

Thank you very much, batosara98, for providing all the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Seems that you just wait to favor the casino.... Its been almost 3 weeks since I made this and no reply from you.

Hello batosara98,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Its been almost 4 weeks since I opened this complaint... 0 help so far... I told you many times that my bonus will expire... Now I bet that the casino is just waiting for this to happen before replying....

I understand how you feel. I contacted the casino representative via Skype to speed up the process.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Seems that my bonus will expire tomorrow and I will lose all my money...

No help from you nor 30bet even after 30 days since I got this issue.

I ll wager my bonus, even if Im pretty sure I didnt have to do that in order not to lose my money...

Zero help.

Hello batosara98,

I contacted the casino representative on Friday and today we reviewed your logs. You won while playing with real money, but the casino only credited balance only up to 4000 to your real balance, with the rest went to your bonus wallet. The representative is investigating the issue further.

Hi batosara98,

Sorry for the inconvenience.

And yes, you are right. Bonus and real money should be separated.

Our Casino department have been fixed it. They credited 17,340 NOK on your account.

That's the balance you had minus the 4,000 NOK that was bonus money.

So, please kindly check it.

Thank you for your patience.

Dear batosara98, 

Please check your account and confirm that everything is correctly set up now.

After I got no response I tried to wager the money but still didnt have time to do it and lost the bonus. After that they only gave me 17340 NOK back, not my full amount.

After one month without any response I had to wager it and now they only credit me the money i had before the time ended ( with me being unable to finish the wagering )

Zero respect for the customer.

Dear batosara98,

I understand your feeling, but you played with the amount, and your balance went down to 17,340 NOK. When you played with that balance, you had a chance to win, and it would be legitimate winnings; therefore, the casino cannot give you the full amount (otherwise it would be an unfair advantage). What we were solving in this case was whether the amount on your account is real balance or bonus balance, and we proved that the money was real balance.

It’s evident that my goal was to save the money that the casino claimed was in the "bonus" category. It’s also apparent that they employed deceptive tactics by delaying their response to my complaint for a month. Only after the bonus money was canceled and lost did they finally respond, offering me the smallest amount I had.

I believe they acted unfairly by pressuring me to do something I didn't want to do—play with the bonus right before the promotion ended, causing me to lose it.

Dear batosara98,

Imagine now that suddenly in your bank account appears 10,000,000 NOK. Would you immediately contact the bank and report it or try to withdraw the money and hope that nobody would notice?

In your case the important is that if you knew that the balance should be real you must report the incident to the casino and not play until the case would be solved.

You chose to play and during your play you had a chance of winnings.

Now imagine another scenario:

You would report the incident and continue to play with your balance 40,000 NOK and when you would reach 20,000 NOK you would win 10,000,000 NOK. Would it be fair if the casino confiscated these 10,000,000 NOK and gave you only 40,000 NOK? Because if the casino should now pay you 40,000 NOK this is the logic which should apply in this scenario.

So I guess that now you see why the casino can't pay you 40,000 NOK but only 17,340 NOK.

Dear batosara98,

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.

Dear batosara98,

I believe I've clarified the situation, and we consider this case resolved. You may reopen it anytime if you have new information.