Bongo Casino - Player’s winnings were confiscated.

Dear CasinoGuru hello,

I had 25 free spins on this casino , which I used and waggered for about 11% until my balance reached 0.

When my balanced reached 0 , I deposited 25 euros with a 100% deposit bonus and I continued playing.

After 1 hour or so of waggering my new bonus , suddenly my balance from 180 euros became 42.

I contacted the Casino's live support and their explanation first was that :

[QUOTE]

Kindly note that you have completed the wagering of the no-deposit free spins.

According to the promotion T&C:

Any winnings from the Free Spins, after completing wagering requirements, are capped at a maximum currency amount of €20.

https://bongoslot.com/en/offers/25-free-spins-gift/policy

When calculating the maximum bonus amount that can be withdrawn from the bonus, the sum of real money bets is taken in consideration as well.

While wagering the bonus from the free spins, you have used 25 EUR of real money bets. And since the maximum is capped at 20 EUR (as per the rule sited above), you have received 25 + 20 = 45 EUR

It is the maximum possible amount to withdraw from the bonus after completing the wagering conditions.

[UNQUOTE]

To which I replied that according to their terms and conditions, I had no winnings from the free spin and thus I shouldn't be waggering it anymore.

The Casino came with a new excused this time and I quote

[Quote]

According to our Bonus rules:

Bonus crediting and wagering requirements:

3.2. Some Live Casino and Slots bonuses can automatically expire if the user’s balance is null for 15 minutes. In such cases, all wins, which were credited after 15 minutes, will be deducted from the user’s balance. If the user makes a deposit within the 15-minute period, when the bonus is not completed or has not expired, new winnings will be automatically credited to the bonus account. To find out how long the bonus will last for, check the bonus-specific rules.

We recommend to always check the "Bonuses" section of your personal account to see if the bonus has already expired or not yet.

You can also reach out to us here in the chat to check on your behalf.

[Unquote]

After this point I gave up and I started filling my complaint here.

First of all:

a.)This Term they "found" is not applicable to my case , since it's not what happened, but the exact opposite. There wasn't any active bonus deducted from real Balance , but a non existing bonus deducted from my next bonus.

b.)This term is reffering bonus slot rounds and not balances.

c.)It says "SOME" bonuses and neither of the bonus I used mentioned anything about this term.

Sincerely yours,

George

Dear polmenakos,

Thank you very much for submitting your complaint.

I'm sorry to hear about the issues you encountered while playing at the casino. To assist you effectively, I would appreciate it if you could provide further clarification on the following points:

• Can you confirm whether you were aware of the maximum withdrawal limit of €20 from the winnings of the free spins before you made the deposit of €25 with the 100% bonus?
• Were any Free Spins part of the 100% Deposit Bonus that you activated?
• Could you please provide any additional communication you've had with the casino's support regarding this issue?

Your cooperation in providing these details will help us investigate and work towards a resolution. If you have any relevant communication with the casino regarding this matter, please feel free to forward it to petronela.k@casino.guru along with your game history.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Petronela,

• I knew that the maximum cashout of the free spins was 20 euros , but I would like to repeat that the balance of the free spins was ZERO when I made my deposit.
• No , the free spins were not part of my deposit bonus. I logged with the intention of depositing , but once I did I saw I had 25 free spins , so I decided to play them first before doing my deposit. I used the free spins , then my balance reached 0 , then I did the deposit.
• I provided every meaningful contact I had with the Casino.

Sincerely,

George

Hi polmenakos,

• Is there any chance that you could request and forward your game history to petronela.k@casino.guru?

Thank you very much in advance.

Dear Petronella,

I will ask it from the casino and I will revert.

Sincerely,

George

I've sent an e-mail with the documents needed.

Any news?

Hello,

Thank you for addressing your concern.

We can confirm your participation in the 25 no deposit free spins promotion. Kindly note that the bonus was credited to your account upon accepting the promotion and agreeing to the bonus rules.

As we can see, you successfully used the 25 free spins and received a bonus of 4.00 euro on 16-03-2024 at 14:57:20 UTC. According to the promotion's rules, this bonus must be wagered 35 times for completion.

While you were wagering the bonus, you made a deposit of 25 euro. At this moment, your bonus balance was indeed 0.00 but 15 minutes have not passed and the bonus did not expire. You continued playing, resulting in winnings credited to your bonus balance per the rules.

Please note that as per the bonus terms, during the wagering the real funds are used first, then the bonus balance. Also, bonuses expire if the user's balance remains null for 15 minutes, but new winnings are credited to the bonus balance if a deposit is made within that time frame.

Additionally, according to the bonus rules, you can participate in multiple promotions at the same time, but wagering counts towards the first activated offer. In your case, you activated the 25 no deposit free spins promotion first, followed by the 100% Weekly Casino Reload Offer.

We want to assure you that everything was processed correctly on our end. As an exception and gesture of goodwill, we've credited back the deducted amount of 131.35 euro to your account.

We appreciate your cooperation in this matter.

Should you have any further questions or require assistance, please do not hesitate to contact our support team.

Best regards,

Thank you, Bongo Casino Team, for your assistance.

Dear polmenakos,

Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you. 

Dear BongoCasino and dear CasinoGuru.

You can close this case as solved.

Thanks for your cooperation.

Sincerely yours,

George

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, polmenakos, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru