The player from Finland had issues with a casino, unable to reset a remaining bonus wagering without depositing money or having funds in the account. The player had requested clarification and guidance for future interactions with the casino. We attempted to understand the situation better by asking for more details about the specific bonus in question and the player's past experiences. However, due to the lack of response from the player, we were unable to proceed with the investigation or offer potential solutions.
bCasino - Player stuck with unresolved bonus wager.
Amount: ??
bCasino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.3
bCasino has a Safety Index of 5.3, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
7 months ago
Public
Public
8 months ago
Translation
The casino chat claims that they're unable to reset the previous bonus/wagering left from it, without me making a deposit or having any money on my game account. Well dammit, of course I've tried to the last cent to get all the wagering out of there last time, so I've played my balance to the end. And then they offer you a free money bonus, and you want to get rid of that wagering from the previous bonus, but no, it's not possible. Even though it has been possible before. So could I get an explanation for this matter and how should I proceed in the future if you want me to use your casino in the future.
Automatic translation:
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8 months ago
Dear Mij83,
Thank you very much for submitting your complaint. I'm sorry to hear about the issue you're experiencing with the casino regarding the resetting of previous bonus/wagering without requiring a deposit or any funds in your game account.
- To better understand your situation, could you please provide more details about the specific bonus in question?
- Additionally, could you clarify if you've encountered similar situations in the past where the resetting of bonus/wagering was possible without a deposit?
- Furthermore, it would be helpful if you could specify the communication you've had with the casino regarding this issue. Have you reached out to their customer support or any other relevant department? If so, what responses or explanations were provided to you?
Your cooperation in providing these details will help us investigate and work towards a resolution. If you have any relevant communication with the casino regarding this matter, please feel free to forward it to petronela.k@casino.guru for further review.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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7 months ago
Dear Mij83,
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.
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7 months ago
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.
