The player from Italy had his active balance cancelled due to an alleged activation of another bonus offer. Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.
Bongo Casino - Player’s winnings have been voided.
Amount: €404
Bongo Casino
Safety Index:HighSafety Index
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8.4
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 years ago
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3 years ago
Translation
The casino claims that I have activated a promotion at 14:34. I logged in last night and this evening, today (25.06.2021) at about 14:34 I NEVER CONNECTED AND I HAVE NOT ACTIVATED ANY PROMOTION. Due to this phantom promotion (which I have not activated) they took away my balance of 404 euros and I find myself with 59 euros.
Just to specify when I signed up, I didn't even ask for the welcome bonus. I have not activated any promotion and when I asked to perform something on it they did not send me anything. I have sent the entire chronology of the day since the night of 24.06 and it shows that I have not logged in and so many at 14:34.
Automatic translation:
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3 years ago
Dear marcellognan,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. What was the exact reason to confiscate your winnings? Do I understand correctly that the acceptance of the promotional offer caused your previous winnings to disappear?
If there’s any communication between you and the casino, please forward it to petronela.k@casino.guru.
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
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3 years ago
Thank you, marcellognan, for the forwarded email. Is there any communication from the casino that you could send me as well?
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3 years ago
Dear marcellognan,
We were informed by the casino that the issue has been resolved. Could you please confirm that the incorrectly deducted amount has been credited back to your account and, on top of resolving the problem, a bonus has been issued as well? Thank you very much in advance for your confirmation.
