The player from North Rhine-Westphalia had 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 claimed that he did not activate any bonuses or free spins and was confused about the concept of a "mixed bet" mentioned by customer service. The issue was resolved when Bull Casino acknowledged the mistake, apologized, and promptly converted the bonus money back into real money.
Bull Casino - Player's real money is turned into bonus money.
Amount: €133
Bull Casino
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7.3
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
Public
Public
3 months 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
3 months ago
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
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3 months ago
Translation
Hi good afternoon,
Please excuse my late reply.
Well, I received positive feedback from Bull Casino that same day that the case had been reviewed internally and that it was a mistake.
They apologized to me and promptly converted the real money that had been converted into bonus money back into real money.
I thought it was good that the case was reviewed again by the casino.
However, I would like Bull Casino to help train its chat employees to be a little more sensitive and friendly in such cases.
Many thanks again to Casino Guru for the quick help and support.
For me the case is now closed.
Thank you
Automatic translation:
Public
Public
2 months ago
Dear Kausalitaet,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Kristina
Casino.Guru
