Beastino Casino - Player's bonus winnings confiscated due to undisclosed expiration date.

I am facing an issue with Beastino Casino. About a month ago, I had intended to utilize their welcome bonus. I reviewed the bonus rules on their website but couldn't find any information regarding the expiration date of the bonus. Consequently, I initiated a chat to inquire about the specifics. During the chat, a person named Chloe informed me that the bonus I had received did not have an expiration date.

Due to my other commitments, I didn't log into the casino for approximately a month, thinking that I could use the bonus later. However, when I logged in today, I was shocked to discover that my balance had been reduced to zero, despite the fact that there was previously €689 in my account. I reached out to the chat support once more, and this time I was informed that the bonus actually had a 30-day expiration period. I meticulously reviewed the casino's Terms and Conditions, but I couldn't find any mention of this 30-day limit.

Consequently, it appears that Beastino casino has imposed limitations on my gameplay that are not documented in their website's terms, and they've confiscated my funds based on these "unofficial" limits.

I have attached a screenshot of my chat conversation with the casino representative, where she clearly states that the bonus has no time limit.

Hello zudocs,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Beastino Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Which exact bonus did you claim? How much did you deposit when you claimed that specific bonus and how much was your balance when you last logged in? When was the last time you spoke to the casino and what was it about?

Please note that on the screenshot you provided, the support claims that bonus money has no expiration date not that your bonus has no expiration day which is a big difference.

Looking forward to your answer.

Regards,

Nick

Please, close the complaint. The casino reinstated my balance even before this complaint was published here. I am fully satisfied with the casino's reaction. Casino guru team- sorry for disturb.

Dear zudocs,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Casino.Guru