Bingo Billy Casino - Player unable to withdraw due to bonus related conditions.

I made a deposit of $50 this morning. I won over $2000. From what I understand, when I made my deposit, my account was automatically credited with a $300 bonus that I did not want nor did I ask for it. This bonus is separately displayed as "Billy Bucks" that cannot be used in normal gameplay. I didnt know it was there until I tried to withdraw nor did I use any of it. But now, I am told I have to meet a play through of $10,500 in order to withdraw my winnings. I should not even have a playthrough because I never requested a bonus. I was unable to get any help when I spoke with someone via their chat service. In fact, they were rude to me. I feel this is unfair practice.

Dear Jadeyjean77,

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. 

• Did you activate any bonuses in the past?
• Could you please advise if you've started playing with the bonus funds?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

Hi Kristina,

I appreciate your assistance with my problem. And as to the questions that you've asked. I believe in the past I might have activated a bonus for free spins but never upon deposit. And as for your second question I have not at all played those bonus funds. As soon as I figured out what was going on I stopped playing all together so the money is all there still

Has there been any progress?

Thank you for your reply, Jadeyjean77. Could you please post (or forward me) a screenshot of your player's account displaying your current active balance and the bonus balance?

Sure. Here you go.

Thank you very much, Jadeyjean77, for your cooperation. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Jadeyjean77,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Gaming Curacao https://casinoguru-en.com/licensing-authorities/curacao-license-4 and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (matej@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Matej

Dear Jadeyjean77,

We are extending the timer by 7 days.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.