All my deposits were converted into bonuses, and I couldn't withdraw, I got in touch, they told me that I had to keep betting until I reached a specific bonus amount to convert into cash, but from that moment on, I only lost the bonuses.

Todos os meus depósitos foram convertidos em b?nus, e n?o consegui sacar, entrei em contato, me disseram que tinha que ir apostando até chegar em im valor específico de b?nus para converter em dinheiro, mas a partir desse momento só perdi os b?nus.

Dear Jean,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

Could you please advise if you have tried to communicate with the casino option of opting out from any promotional offers prior to starting playing? Have you redeemed or obtained any promotional offers from this casino in the past? Could you please forward any relevant communication to [email protected]?

Thank you in advance for your reply. Looking forward to hearing from you.

Best regards,

Petronela

Dear Jean,

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.

Thank you, Jean, for forwarding the relevant screenshots. Could you please advise if you have tried to communicate with the casino option of opting out from any promotional offers prior to starting playing?

Additional comments from the player:

"The first deposit I made, yes, I got a bonus of 25.00, then the other deposits didn't. They were random depksitks, and in fact I made a larger deposit to be able to add to the balance I had to withdraw, since to withdraw has a minimum value.

When I went to withdraw it dictated zero, everything turned into a bonus"

Additional comments from the player:

"O primeiro depósito que fiz sim, ganhei b?nus de 25,00, depois os outros depósitos n?o. Foram depksitks aleatórios, e na verdade eh fiz um depósito maior para poder somar com o saldo que tinha para fazer a retirada, já que para sacar tem um valor minimo.

Quando fui sacar ditava zerado, tudo transformado em b?nus"

I understand, Jean. Could you please advise if you have tried to communicate with the casino option of opting out from any promotional offers prior to start playing? Do I understand correctly that you had bonus winnings inside your account when you deposited more funds to be able to place a withdrawal request?

Dear Jean,

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 further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Dear Jean,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.