The player's balance was reduced due to a maximum win limit. The casino responded and explained that the winnings had been reduced due to a technical issue, but the missing funds had now been returned to the player's account in full. The player confirmed this but then experienced an issue completing the verification of their virtual credit card. The casino replied shortly after and stated that the player's account had since been fully verified and there should be no further problems. Once more, the player confirmed this and the matter was resolved.
BitReels Casino - The player's balance was reduced.
Amount: €175
BitReels Casino
Safety Index:Above averageSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hi
I used the welcome bonus at this casino and with the 100 free spins won almost 10 euros shortly before the conditions were implemented, I had a balance of 200 euros, so I had implemented the bonus, 175 euros were canceled and my balance was only 25 euros, although in The conditions clearly state free spins that are from deposits have a max cashout of 1000 euros...I informed this to the live support, who passed it on to the manager. I have been waiting for an answer for 5 days and I am repeatedly asked to wait in support
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1 year ago
Hello sarahkaether82,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BitReels 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 is yes, since when exactly? What exact bonus did you use - can you forward a screenshot or a link of it? Did you ever deposit into the casino?
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
Hello am not verified yet....this deposit was my first deposit at this casino and I used the first deposit bonus
I sent them screenshots..
There it is clearly stated for deposit free spins max
1000 euros ... but after I turned it over, 175 euros of the 200 euros that I had won were canceled and only 25 euros were left in my account...
Which is actually the case with no deposit bonuses..but have never used a no deposit bonus
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1 year ago
Is it possible to forward your betting history to nikolas.b@casino.guru? Is there anything new from the casino?
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1 year ago
Translation
I think it's a pity how long Casinoguru is dragging out my request....
I think my request was misunderstood
With a bonus that I received through a deposit... I was given the conditions that are valid for a bonus without a deposit...for a bonus without a deposit the max cash out is 25 euros for a bonus with a deposit 1000 euros My balance of almost 200 euros was taken from me after the bonus was implemented, even though I would have had a max cash out of 1000
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1 year ago
Hello sarahkaether82,
Firstly I really hope it is clear for you that we do not work 24/7 neither 7 days a week. Also thank you for all the provided information. Your complaint will be now forwarded to my colleague Adam who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 year ago
Hello sarahkaether82,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite BitReels Casino to join the conversation and participate in the resolution of this complaint.
Dear BitReels Casino,
Can you please explain what has happened to the player's winnings?
Kind regards,
Adam
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1 year ago
Translation
Thank you I hope it will be cleared up soon
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1 year ago
Hi Sarah and Adam,
Hoping you both are doing well.
We are very sorry for your experience.
There was a technical issue with the free spins but it has been rectified and the missing funds where added to Sarah's players account.
Sarah, please confirm that you have received the funds back.
We apologize for any inconvenience.
Best Regards,
BitReels Casino
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1 year ago
Translation
Thank you very much Money has been credited to my account I would like to thank the casino Guru team for helping me with my problem and also thanks to bitreels for trouble-free troubleshooting..
case can be closed
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1 year ago
Translation
Unfortunately, I am now having problems with the verification. All documents were accepted except for the deposit document. They asked for a photo of the credit card although it is a virtual and not a physical credit card. A photo of the virtual credit card was sent and was not accepted. You ask for a photo of the card, but it doesn't exist, only as a virtual credit card
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1 year ago
Hello all,
Thank you for your responses. I am glad to hear that the issue with the free spins winnings has been resolved.
Dear BitReels Casino,
Could you please advise the player as to what may be necessary to complete the verification process? Can a screenshot of a virtual card not be accepted?
Kind regards,
Adam
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1 year ago
Hi all and happy Friday!
I hope you are well.
I have checked the issue with our KYC team and they were not aware for some reason that the card was a virtual card, but since now it was cleared out the document re. the card has been approved.
Your account should have been verified by now. Please confirm 🙂
I wish you both a great weekend ahead for now and congratulation on your win Sarah!
Best Regards,
BitReels Casino
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1 year ago
Hello BitReels Casino,
Thank you once more for your response and for clarifying the situation.
Dear sarahkaether82,
Can you confirm the above please?
Kind regards,
Adam
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1 year ago
Translation
Yes, everything is verified now. I really wonder why everything always works without problems when you run it through Casino Guru... Yesterday I was in contact with several support staff whom I explained that it was a virtual credit card and they answered me with the words .... Apply for a transaction history from the credit card provider even if it will be difficult to get it I should understand ....
So if you really want to enjoy a smooth game and not worry about your winnings and verification headaches
Is this casino really not to be recommended... nevertheless, in the end, thanks to Casino Guru, everything worked out without the help of Casino Guru, I probably wouldn't have been able to find a solution for this, a big thank you to the Casino Guru team. Thanks to you, we have the casino scene a much better feeling and does not feel left alone in such situations thank you for your great work ... thank you
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1 year ago
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It's also a pity that there is no compensation for the inconvenience, despite asking live support, nothing was received
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1 year ago
Dear sarahkaether82,
I'm glad to hear that your issue has been resolved. I will now mark the complaint as 'resolved' in our system.
Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Kind regards,
Adam
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