The player from Germany had reported an issue where her winnings of 73€ from free spins had disappeared from her account balance at an online casino. Despite her efforts to resolve the issue with the casino's support, she had been asked to use the free spins again. However, she lacked proof of her winnings as there was no game history recorded. We had advised her to contact the game provider or the licensing authority for assistance. Due to the lack of evidence, we were unable to proceed with the complaint and it was subsequently rejected.
BingBong Casino - Player's bonus winnings suddenly disappeared.
Amount: €73
BingBong Casino
Safety Index:HighSafety Index
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Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
6 months ago
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6 months ago
Translation
First off, I deposited with the bonus that was displayed there: 100%+50fs. I initally received nothing, then it turns out the bonus was a casino error and they only gave me the 50fs. This is quite outrageous, but I guess I have to accept it. After all, mistakes can happen. I then played the 50fs and won 73€ and a few cents with them, which was immediately added to my balance.
I then left the slot to open a new game and noticed that only my deposited amount of 2€ was still visible. My entire balance of 73.xx€, which I won in the 50 free spins, was simply gone. There was no sign of it under active bonuses or in the game history either. I contacted support again, now I'm supposed to play the 50fs again. But the odds of winning as much as 5€ is highly unlikely, let alone approximating a win of another 73€, which they are fully aware of.
So, you'll have to excuse me, but I would like my 73 euro back that have disappeared from my account or at least free spins equivalent to the value of 73€.
This is bordering on theft. I would have least expected something like this from a reputable German casino.
Automatic translation:
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6 months ago
Dear znx6669,
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. Do I understand correctly that the bonus play is missing from your game history? Do you happen to have any proof that you really won this amount?
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
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6 months ago
Translation
Yes, the bonus game cannot be seen over the course of the day. There is generally nothing in the history of that day except for the deposit. I didn't take a screenshot either, after the free spins were over and the winnings were added to my credit, I left the slot straight away. Who would expect something like this to happen, especially in a casino with a state gambling license where I thought everything was recorded and it was safe. The site has either not been working at all for several days or has a lot of bugs.
I sent the chat history to the email with the subject "BingBong complaint"
Kind regards
Automatic translation:
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6 months ago
Thank you for your reply, znx6669. I apologize, but if there is no record of the gameplay or any other proof that you did win this amount, I am afraid that it is impossible for us to proceed with this complaint.
I can only recommend that you contact the game provider to see if they can retrieve the missing game history. You can also contact the licensing authority, as both of these establishments have more options and tools to help in cases like this.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
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