The player from Germany faces issues with claiming bonuses at Casinia Casino. After using a bonus card and earning bonus money, the player's account does not reflect the credits, and she receives a response stating she is ineligible for any bonus offers. She questions the legitimacy of this decision given the circumstances.
Casinia Casino - Player's bonus has been confiscated.
Amount: €40
Casinia Casino
Safety Index:Very highSafety Index
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9.3
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Case opened
Current status
Waiting for player to reply
6d 11h 31m 41s
Case summary
12 hours ago
Public
Public
19 hours ago
Translation
Hello, I have a problem with Casinia Casino. I made a deposit as usual and received a 100% bonus plus free spins and a bonus crab. Everything was fine, then I had a bonus card left from playing throughout the year, which I used to get two more bonus items. I went into the bonus program and managed to get the four-leaf clover twice, resulting in €20 bonus money from the casino or for the casino. The first clover just after 7 am did not get automatically credited or transferred.
I wrote to the person in charge who seemed quite overwhelmed, managing a chat with 30-40 people at that time, which wasn't pleasant.
No worries, they said they'll resolve it and contact me via email. For security, I also wrote an email to the support explaining the problem. Then, about half an hour later, I played again with the second bonus crab and the second clover, earning another €20 bonus. This was properly displayed as €20 bonus available on your account, but once I exited the bonus crab to check my account, there was no note, no nothing - the €20 was missing. I reported it again on the board, explaining the situation clearly and thoroughly, approximately over a 24-hour period. I can upload the emails if needed.
But here’s the kicker: I received a response from an administrator of the casino stating that I am not eligible for any bonus offers at this casino.
Is this legitimate?
Do I have to accept this even though it was a bonus from the start?
However, I bought the second crab by exchanging coins in the casino’s shop and used it to get something, which was the reward for the four-leaf clover.
Can the casino completely deny me this reward simply because the administrator decided so, or does this constitute a form of suppression or deception?
Regards,
Germanmafia
Automatic translation:
Public
Public
12 hours ago
Dear ubleeks,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casinia Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please share screenshots from your account supporting your claims regarding the situation?
- Could you please share with me the communication between you and the casino regarding the issue? Please forward your inquiry sent to the casino and the casino's response to my email at tomas@casino.guru
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,
Tomas
ubleeks has 6d 11h 31m 41s to reply
