The player from North Rhine-Westphalia deposited €21 at Bull Casino but found his real money balance of €133 converted to bonus money with a high wagering requirement after attempting to buy a bonus. He claims he did not activate any bonuses or free spins and is confused about the concept of a "mixed bet" mentioned by customer service.
Bull Casino - Player's real money is turned into bonus money.
Amount: €133
Bull Casino
Safety Index:Fresh casinoSafety Index
We use the Fresh casino rating to identify new casinos, for which it's too early to see how they treat their players. We give this rating to casinos that are relatively new on the market, have low revenues, and not many player complaints.
Case opened
Current status
Waiting for player to reply
5d 6h 36m 54s
Case summary
yesterday
Public
Public
2 days ago
Translation
Hello, good day,
I hope you can help me.
First of all, in the box with the question "Where do you live," "Puerto Rico" is displayed. I can't change the setting, but I am from Germany.
I deposited €21 in real money, without a bonus, at Bull Casino.
After playing the slot Legacy of Dead, I switched to the slot Chief Hawk Spirits Walk with a balance of around €150. I played both regular spins and bought bonuses, just as one can do with real money.
When my balance was €133, I wanted to buy another bonus for €24.
However, I was told that my balance was not sufficient for that. Mathematically, it should be possible with €133 in real money, and it worked several times before.
So, I closed the slot and tried to request a withdrawal of my balance.
At this point, I was informed that my real money balance of €133 had been turned into bonus money with a wagering requirement of €5320. (See screenshot)
So, I checked the betting history and saw that bonus money was listed.
In the history, a spin was shown as a "Mixed Bet," and then all my real money suddenly became bonus money? (See screenshot)
I neither received nor activated any bonus or free spins.
So, I contacted customer service and asked why my real money became bonus money.
They told me that I placed a mixed bet and that it was correct, and that I now have to meet the wagering requirements. (See screenshot)
My arguments that I neither received nor activated bonus money or free spins, and how could I place a mixed bet with real money?
I also don't know what a mixed bet is supposed to be and how it could mix with €133 in real money. (See screenshot)
And more importantly, why would I do that?
That would be completely foolish.
I also saved the chat conversation with the representative.
Automatic translation:
Public
Public
yesterday
Dear Kausalitaet,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that many casinos count in-game features and their winnings as bonuses. Nonetheless, please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please post a screenshot of your bonus history here in this thread?
- Could you please clarify how many in-game features you bought while playing this game?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Kausalitaet has 5d 6h 36m 54s to reply
Kristina is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
