Bison Casino - Player disputes bonus winnings deduction.

During my gameplay on Baccarat game I recieved a random bonus drop from Bison Casino. The bonuses from the drop works in a way that it automatically activates whenever you receive it, it requires certain turnover and there is a max bet limit.

As I was playing Baccarat on a turbo speed mode and using quite high bets I realised about the bonus when it was already around half way wagered and I obviously knew I broke the bonus terms because of the high bets I was playing while I randomly got this bonus drop.

Knowing that I won't be able to withdrawal this money I did run my balance down to pretty much zero(I don't remember now, but I think I left the balance at less than 1PLN/0.3euro or something like that) thinking that it will reset/void the bonus so that I can start fresh.

After doing that I used different bonus(non deposit bonus from their loyality scratch cards rewards) that I had waiting for me. I successfuly wagered through the bonus and then within next 2 or 3 days I managed to build a decent balance.

I requested withdrawal of my winnings, which later on was successful however an amount of 4719.65PLN was deducted from my balance and I received e-mail with an explanation. The explanation was that the deducted 4719.65PLN was the amount I won from the first bonus(the lucky drop that I got during my Baccarat gameplay) because of bonus terms breach.

Now my issue is I don't think it should be deducted like that, since I lost all that money I got from bonus earlier knowing that I won't be able to withdrawal it due to bonus terms breach. I intentionally zeroed my balance so that I can completely void the bonus and continue playing fresh.

I also don't think that Bison Casino did it in bad faith as I have very positive experience with this casino overall. I think it's a mistake on their end and I would love to have my case double checked by their department.

I did write to Bison Casino support but I only got a copy paste reply of bonus terms, which is not what my case is about at all and that's why I am trying my luck here.

Hello mano,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bison 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? How much did you accumulate from the second bonus? When was the last time you spoke to the casino and what was it about? Would it be possible to forward your betting and bonus history to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

Hello Nick,

Yes, my Bison Casino account is verified(got verified around 22 days ago or so). If my memory is right, I managed to win around 5200PLN from the second bonus after finishing the wagering requirement. At the time of my first withdrawal request(request for 4000PLN) there were around 16000PLN on the account. It got initialy cancelled and I got that email stating they deducted 4719.65PLN from my balance so I was left with around 11000PLN, which I was able to play with, even win some more and then withdrawl with no issues.

The last time I spoke to the casino was today, where I explained my issue just like I did there, however all I got was a standard reply linking to their terms where it says that the max bet when having a bonus active is 20PLN.

As for the betting and bonus history I don't have it unfortunately. All I can get from the site on my own is a history from last 10 games played, and last 8 bonuses, which is all from yesterday.

Hello mano,

Can you please forward the requested betting history to nikolas.b@casino.guru?

delete please, wrote to Nick's email instead

Hello mano,

We would like to update you that due to Nick, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Nick has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Nick will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello mano,

Isn't there any full betting history with each bet visible which you can forward to us? If not, we will try to intervene with the casino.

Unfortunately not. When I asked for a full betting history from that period I was said that it would be too large, hence they asked me what specifically I am looking for.

I would appreciate if you could try to get in contact with the casino in my regards

Hello mano,

What kind of bonus did you claim for the second time? Were they free spins or bonus money? How much did you get exactly? Also, once your balance got deducted, how much did remain on your balance.

Even if we do not take into consideration the first bonus in which you did break the bonus conditions, no deposit bonuses has maximum win (maybe that's why the casino capped your balance - please check term number 4.)

Dear mano,

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.

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.