I sent money in order to play at the casino, but a sports bonus was purchased that I did not choose. I would like a refund or at least have the bonus removed so that I can play in the casino. My username is joel_gerez.

Envíe el dinero para poder jugar al casino y se me compro un bonus que yo no elegí de sport y quiero que me devuelvan mi dinero o al menos sacar el bonus para poder jugar al casino mi nombre de usuario es joel_gerez

Dear joelgerez43,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the bonus T&Cs and I found this:

"9. you can cancel your bonus by contacting our live chat but keep in mind that the total bonus amount, the generated winnings, and total bet amount (from bonus activation until its cancelation) will be deducted from your overall balance. Bonus and real money are not separated."

Therefore, if you are not able to cancel the bonus via the account, I would recommend that you contact the casino's support as soon as possible. I believe that this is the most reasonable and fastest way to solve your issue. Let me know how it went.

Thank you very much in advance for your reply.

Best regards,

Kristina

Dear joelgerez43,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.