Good day,

Even though I don't have an active bonus, the casino is throwing me with unrealistic wagering requirements and I don't want to explain why.

Can you please support me here?

Guten Tag,

obwohl ich keinen aktiven Bonus habe, belegt mich das Casino mit unrealistischen Umsatzbedingungen und m?chte mir nicht erkl?ren weshalb.

K?nnen Sie mich bitte hier unterstützen?

Dear ElaLang,

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

Could you please confirm that you have passed the KYC verification?

Have you made any successful withdrawals in this casino before?

Have you ever taken any bonuses from this casino?

I have also checked the BonusBet’s Terms and Conditions and this is what I found:

63.3 Money deposited in the Casino must be used for gaming activity. Due to this, all deposits need to be wagered at least three (3) times.

Could you please confirm that you wagered your deposit at least 3 times?

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

Best regards,

Veronika

Hello,

Thank you for your quick response.

Could you please confirm that you passed the KYC verification?

• Yes.

Have you ever received a bonus from this casino?

• Yes, but none are active.

Could you please confirm that you have wagered your deposit at least 3 times?

• Yes

Hallo,

danke für die schnelle Antwort.

K?nnten Sie bitte best?tigen, dass Sie die KYC-überprüfung bestanden haben?

• Ja.

Haben Sie jemals einen Bonus von diesem Casino erhalten?

• Ja, es ist aber keiner aktiv.

K?nnten Sie bitte best?tigen, dass Sie Ihre Einzahlung mindestens dreimal umgesetzt haben?

• Ja

Thank you for your answers. Have you made any successful withdrawals from this casino in the past? Or are you trying to withdraw your winnings for the first time?

I tried it for the first time

Ich habe es zum ersten Mal versucht

Before we ask the casino to join the resolution of this complaint, please forward any relevant communication between you and the casino to [email protected]. Thank you.

I did, thanks

Hab ich gemacht, danke

Thank you very much, ElaLang, 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 resolved to your satisfaction in the near future.

Hello, ElaLang!

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.

Thank you!

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the MADRE – an alternative dispute resolution service (https://madre-online.eu/file-a-claim-international/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel K

Casino Guru Team