The player from Germany had his bonus active balance cancelled due to a technical error caused by the game provider. The casino restored the player's balance to the state before the error happened. The issue was resolved.
The player from Germany had his bonus active balance cancelled due to a technical error caused by the game provider. The casino restored the player's balance to the state before the error happened. The issue was resolved.
The player from Germany had his bonus active balance cancelled due to a technical error caused by the game provider. The casino restored the player's balance to the state before the error happened. The issue was resolved.
Dear Casino Guru Team...
I have the following problem.
I accepted a THU reload bonus at Bobcasino and got 50% + free spins.
I deposited €60 and got €30 extra and I even played the free spins right away.
Thing is I got 50 Gift Freespins before I got the bonus at the very beginning after I got my third deposit bonus...I played it because I was like "hey why not".
At some point when I decided to deposit again I thought I'd take the Thursday reload bonus.
No sooner said than done, I did it.
Then I started playing and playing and with that €90 I got up to €1000. I was happy because you don't win often.
I thought I'd play a little more because maybe there's more.
Then when I got to 1000, the next spin I was up to 15€ for some reason.
I received an email from Bobcasino. (See Appendix)
When Standing Bonus Error. And that all this was a mistake of Pragmatik Play and that's why I kept playing with the wager from the no deposit free spins all the time...so my question is....What can I do about it??
I chose a different bonus and deposited it!
the casino has now only sent me 50 euros because the resulting winnings from winnings from no deposit bonus winnings are 50 euros. So even 10 euros less than I paid in 😀
please also look at my bethistory...you can see that I deposited money with a different amount.
I hope you can help me..
Thanks in advance!
With best regards
Matthew K*****
Liebes Casino-Guru Team…
Ich habe Folgendes Problem.
Ich habe bei Bobcasino eine THU-Reload Bonus angenommen und 50% + Freispiele bekommen.
Ich habe 60 Euro eingezahlt und 30 € Extra bekommen und die Freispiele habe ich sogar gleich gespielt.
Die Sache ist ich habe bevor ich den Bonus hatte ganz am Anfang nachdem ich meinen Third Deposit Bonus bekommen habe 50 Gift Freespins erhalten…die habe ich gespielt weil ich gedacht habe „hey warum nicht".
Irgendwannn als ich mich entschlossen habe wieder einzuzahlen habe ich mir gedacht ich nehme den Donnerstag Reload Bonus.
Gesagt getan, ich habe das dann gemacht.
Dann habe ich angefangen zu spielen und zu spielen und bin mit diesen 90€ auf 1000 € gekommen. Ich habe mich gefreut weil man ja nicht oft gewinnt.
Ich dachte ich spiele noch ein wenig weiter weil vielleicht geht ja mehr.
Dann als ich bei 1000 angelangt war, war ich beim nächsten Dreh aus irgendeinem Grund bei 15€.
Ich habe von Bobcasino eine Email erhalten. (Siehe Anlage)
Bei der Steht Bonus Error. Und dass das alles ein Fehler von Pragmatik Play wäre und deswegen ich die ganze Zeit mit dem Wager von dem No deposit Freespins weiter gespielt habe…also meine Frage ist….Was kann ich dafür??
Ich habe ja einen anderen Bonus gewählt und eingezahlt!
das Casino hat mir jetzt nur 50 Euro geschickt weil die resultierenden Gewinne aus Gewinnen die aus No Deposit Bonus Gewinne erfolgen 50 Euro sind. Also sogar 10 Euro weniger als ich eingezahlt habe 😀
schauen Sie sich bitte auch meine Bethistory an…da kann man sehen das ich Geld eingezahlt habe mit einen anderen Betrag.
ich hoffe Ihr könnt mir helfen..
vielen Dank schon mal im Vorraus!
mit freundlichen Grüßen
Matthias K*****
Dear Mati22,
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. Based on the forwarded screenshot, your winnings were accumulated from Free Spins, is that correct?
Could you please forward your entire game history along with a screenshot of your last active deposit to petronela.k@casino.guru? Have you received any refund already?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Dear Mati22,
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. Based on the forwarded screenshot, your winnings were accumulated from Free Spins, is that correct?
Could you please forward your entire game history along with a screenshot of your last active deposit to petronela.k@casino.guru? Have you received any refund already?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Thank you for contacting us.
yes they sent me 50 euros (on my account there are only 43.01€ left and I don't even know why) because they said that I earned winnings from no deposit free spins… but that's not true.
I deposited (see screenshot) with a new bonus.
The no deposit bonus was a lot longer ago but somehow still in the system although it shouldn't be.
As I said, I deposited €60 and got a €30 bonus.
Vielen Dank dass sie sich gemeldet haben.
ja sie haben mir 50 Euro geschickt (auf meinem Konto sind aus nur noch 43.01€ davon und ich weiß nicht mal wieso), weil sie sagten das ich gewinne aus Freispielen ohne Einzahlung erzieht habe…aber das stimmt nicht.
ich habe (Siehe Screenshot) mit einem neuen Bonus eingezahlt.
Der no Deposit Bonus war viel länger her aber irgendwie noch im System obwohl das nicht sein darf.
ich habe wie gesagt 60 Euro eingezahlt und 30 Euro Bonus bekommen.
Do I understand correctly that Free Spins have been received before redeeming the reload bonus? Have you completed the required bonus wagering for Free Spins, please? On the forwarded screenshot it looks as if the previous bonus hasn't been completed.
Do I understand correctly that Free Spins have been received before redeeming the reload bonus? Have you completed the required bonus wagering for Free Spins, please? On the forwarded screenshot it looks as if the previous bonus hasn't been completed.
Listen, I had the free spins 1-2 weeks ago.
normally that's how it is. You deposit with a bonus and then you play the bonus.
I deposited with the reload bonus, I had 90 euros in my account.
There is something wrong with the screenshot, but that's not my problem.
As I said, you made a deposit with the reload bonus... that's exactly where it should switch automatically, just like in any other casino.
If the bonus from a year before continues then it's not my fault.
I'm pretty angry and I've explained it more than once now.
I deposited with the reload bonus
60 euros I got 30 euros + free spins.
I just played normally.
I shouldn't even have the wager from the free spins anymore because I didn't have any more in my account before.
That means that if it was 0 euros, it would have to go away on its own.
and in this screenshot everything is wrong what is written on it.
Everything that I paid in is still open there.
Please don't let me explain that again
Hören sie, ich hatte die freespins 1-2 Wochen vorher.
normalerweise ist dass doch so. Man zahlt mit Bonus ein und dann spielt man den Bonus.
ich habe mit dem reload Bonus eingezahlt ich hatte 90 Euro auf meinem Konto.
auf dem Screenshot stimmt einiges nicht, aber das ist nicht mein Problem.
wie gesagt du ca habe eingezahlt mit dem reload Bonus…genau ab dort müsste es doch automatisch umschalten wie bei jedem anderen Casino auch.
wenn der Bonus von einem Jahr vorher weiter läuft dann kann ich nichts dafür.
ich bin ziemlich sauer und ich hab das jetzt schon öfter erklärt.
ich hab eingezahlt mit dem reload Bonus
60 Euro ich hab 30 Euro bekommen + freispiele.
ich hab einfach ganz normal gespielt.
den Wager von den freespins sollte ich gar nicht mehr haben weil ich hatte ja auch nicht mehr auf meinem Konto vorher.
das heißt bei 0 Euro müsste der doch von alleine weggehen.
und bei diesem Screenshot stimmt alles nicht was drauf steht.
Da steht alles noch offen drin was ich eingezahlt habe.
ich bitte euch lasst mich das nicht nochmal erklären
Forgive me if I don't understand completely what has happened to you and I ask the same things over again. I'm just making sure that we collect as much information as possible before confronting the casino. We are here to help the players and there's no need to get aggravated.
I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Forgive me if I don't understand completely what has happened to you and I ask the same things over again. I'm just making sure that we collect as much information as possible before confronting the casino. We are here to help the players and there's no need to get aggravated.
I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
I'm sorry I seemed annoyed...I'm not annoyed with them either, I'm annoyed with the situation!
I know you are just doing your job 😀
sorry again and thank you in advance for your time!
Es tut mir leid das ich genervt gewirkt habe…ich bin auch nicht wegen ihnen genervt sondern wegen der Situation!
ich weiß das Sie nur ihre Arbeit machen 😀
tut mir leid nochmal und ich danke Ihnen schon einmal für Ihre Zeit!
Hi Mati22,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Bob Casino to the conversation to participate in the resolution of this complaint.
Hi Mati22,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Bob Casino to the conversation to participate in the resolution of this complaint.
Hello all,
We have completed the investigation regarding your missing funds.
Was found that the system continued to count the Gift Freespins bonus after the customer made a deposit for a Reload bonus, so when the bonus was wagered, the system subtracted the amount to 14,33 EUR as a result of Thursday Reload freespins.
We agree that the situation is unfair and we have restored the balance till the amount when freespins were wagered.
Thank you.
Hello all,
We have completed the investigation regarding your missing funds.
Was found that the system continued to count the Gift Freespins bonus after the customer made a deposit for a Reload bonus, so when the bonus was wagered, the system subtracted the amount to 14,33 EUR as a result of Thursday Reload freespins.
We agree that the situation is unfair and we have restored the balance till the amount when freespins were wagered.
Thank you.
Thank you for Bobcasino!
nice that you saw that.
I would like to thank casinoguru and Bobcasino for solving the problem and wish everyone the best!
Vielen Dank für Bobcasino!
schön das sie das eingesehen haben.
mich bedanke mich bei casinoguru und Bobcasino dass das Problem gelöst wurde und wünsche allen alles gute!
Thank you Bob Casino team for your help.
Dear Mati22,
I'm glad to hear that your issue got 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.
Best regards,
Peter
Thank you Bob Casino team for your help.
Dear Mati22,
I'm glad to hear that your issue got 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.
Best regards,
Peter
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