Good morning ,

I was sent a bonus by email,finished the wagering and the whole amount around 830$ got removed and was left with 1$.I understand there is a max cashout of $100,so not understanding while the entire balance is gone.

Dear kolpasky07,

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.

• Could you please advise if you were informed why your winnings were voided completely?
• Have you redeemed any free bonuses from this casino in the past?

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 as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

PS: I adjusted the disputed amount from €830 to €100 as that's the maximum cashout from a free bonus.

Dear kolpasky07,

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.

Hi Petronella, I had one welcome gift prior if I recall correctly.Then I was sent this coupon for free bonus .No communication from the casinos side,Live chat doesn’t work on the site or blocked,not sure.Sent an email to Customer support with no response .However right after I checked few reviews about the site and don’t expect any kind of resolution from their side as there s people waiting for payouts since 2018?? As I said I knew about the max cash out of 100 and was expecting that once wagering is completed but as per the screenshot I sent as you see the full amount was removed and no explanation.

Thank you, kolpasky07, for the clarification. I have checked the general bonus terms and this is what I found (here):

RULES

No Deposit Bonuses (Free Chips, Free Spins)

Players cannot redeem multiple free bonuses consecutively. If you have redeemed one No Deposit Bonus and are subsequently offered another one, a real-money deposit needs to have been made in the interim for you to be eligible to withdrawal the second No Deposit Bonus.

Could you please advise if you placed any real money deposits between those free bonuses? Looking forward to hearing from you.

Dear kolpasky07,

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.