Yesterday just received 15 free spins bonus without deposit . I was the last year VVIP at this casino with extreme amounts of deposits. I’m playing for 3 years with no issue never . Yesterday I made fun with bonus and made 210€ . After completing the wager I’ve got deducted my balance at 30€ as maximum winning amount of the bonus terms . ( 180€ removed ) . Then I had 30€ real balance funds . With my 30€ real

balance funds , I haven’t withdraw them as real balance . I still played and made them 220€ real balance funds . I asked for withdraw and they deducted my balance again at 30€ as cancelled my withdrawals . There is no rule or anything about .

Dear panosmpouz,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you are experiencing.

To better understand your situation and assist you effectively, could you please provide some additional details?

• Could you send me a screenshot, a link, or a promotional email showing the free spins you activated and played with? You can send it to my email at [email protected].
• After your winnings were capped, were the €30 winnings transferred to your real-money balance?
• Have you contacted customer support to inform them that your winnings were unjustly capped twice?
• Did you play with any new bonus after you finished wagering your free spins?

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 , here are the screenshots of the bonus mail.

. I’ve made finished a wager of 774.79 €. After finish I had balance 210€. They removed the balance as they said the maximum withdrawal balance is 30€. ( -180€) as I had 30€ available for withdraw at my "balance" and not at bonus balance. I preferred to try my luck at slots as I had balance funds. I made it 224€ and I asked for withdraw 220€ . Today I’ve got cancel with that error email after complain with chat about the balance it was balance funds and not bonus funds. They said about rule no7 which is about the bonus balance .

thank you for the help appreciate it .

• Were you informed at any point that the bonus terms and conditions remain applicable even after the wagering requirement has been completed?
• Did the balance you continued playing with appear as "withdrawable"/"real money", or were your winnings still displayed in the bonus balance?

Please request the casino to send you the gaming history in Excel format, starting from the moment you activated the free spins, up to the moment you requested your withdrawal of 220€, and then forward it to me at [email protected].

Thank you for your cooperation.

• wagering have been completed and they reduce my balance at 30€ as it was bonus terms etc . ( -190€) after that clicked the pop button that said to claim 30€ as real funds.
• after that the 30€ was available to be withdrawal and it appears at "balance" section and not at "bonus balance"

I will request them for the excel you asked for . And when I receive them I’ll send you the email . Appreciate it

Sent you an email with photos that telling that they can’t provide us gaming history .

Please request your gaming history from the email support, not live chat agents. Thank you for your cooperation.

I’ve sent them email at support . But haven’t got reply yet .

Thank you very much, panosmpouz, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel ([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.

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

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