I won 1000 euros but the casino says I played with higher stakes within a bonus balance but I did not use the bonus you have to activate it in the private area to receive the bonus money. However, I did not do this and did not play with bonus money because of my payment I was blocked and I can no longer open the account ...

Ich habe 1000 Euro gewonnen aber das casino sagt ich h?tte mit h?heren Eins?tzen gespielt innerhalb eines bonusguthabens jedoch habe ich den Bonus nicht genutzt man muss diesen im privaten Bereich aktivieren um das Bonusgeld zu erhalten . Das habe ich jedoch nicht getan und habe nicht mit bonus geld gespielt auf Grund meiner Auszahlung wurde ich dann gesperrt und ich kann das Konto nicht mehr ?ffnen ... 

Dear Lukas, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked promotional offers, and this is what I found: 

"How to receive Welcome Bonus Pack?

1. Sign up and confirm your e-mail or log in to your account.

2. Activate the offer in "Available bonuses" section of your profile."

However, there is another bonus available for registration, before first deposit bonus. No activation is required for this particular bonus, only registration. Please, could you confirm that you have not played with no deposit registration bonus? I hope, we will be able to help you to resolve this issue as soon as possible. 

Best regards,

Petronela

Dear Lukas,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.