Hello, good evening. A bonus was activated on my account by mistake and now I cannot withdraw my winnings. Furthermore, I can't place bets or do anything else. When I attempt to withdraw funds, it tells me I cannot do so because I have an active bonus.

Hola buenas noches, se me activo un bono por error y no me deja retirar el dinero ganado, tampoco me deja apostar o hacer algo, cuando quiero retirar dinero me dice que no se puede porque tengo un bono activo.

Dear Joako383,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Would you kindly provide clarification on whether you've initiated the process of fulfilling bonus wagering requirements or if your deposited funds remain unused within your casino account? Have you discussed this matter directly with the casino's support?

Please be aware that if you've begun bonus wagering and choose to cancel an undesired bonus, you won't just forfeit the bonus funds, but your entire active balance as well.

If there’s any relevant communication, please forward it to [email protected].

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

Best regards,

Petronela 

Dear Joako383,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.