Casino Fans - Player cannot place bets affecting bonus rollover.

Good evening. I hope you're well. On the 13th of October, I made my first deposit at this particular casino. I also took their welcome sports bonus package. I deposited 200 euros and received another 200 euro bonus. For 1.5 days, everything was fine until Sunday. Suddenly, on Sunday, I couldn't place bets and no error messages were displayed. To this day, 4 days later, despite several emails and live chats, the problem has not been fixed. Not only that, but they can't even provide any information about the issue. All I get are the same old reassurances that they regret the inconvenience and that they'll fix the issue promptly. As I said, my account has the bonus enabled and after 1.5 days of play (I've been unable to play the other 4), my remaining balance is 511 euros. The bonus rollover period is 14 days and expires on the 27th of October. These 4 days that I've been unable to play count against my rollover period. I believe this is the root problem with betting. They're probably waiting for the 27th to roll around and the system will automatically cancel my bonus since it hasn't been rolled over, forfeiting all worth 510 euros including my 200 euro deposit. After that, all I'll have to back up my claims will be their emails. My account balance will be zero, the bonus will have been legitimately cancelled and they'll just play dumb. Please, if you can, say something to them because this betting issue seems to have been deliberately engineered by them so I wouldn't complete the rollover in time and lose my entire balance.

Dear blaugrana,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casino Fans.

Please allow me to ask you a few questions, so I can better understand the situation. 

Is the bonus you claimed the one found here? https://casinofans.io/en/promotions/sports-welcome-bonus/

• Could you please advise if the casino acknowledged having a technical problem?
• Did the casino support advise if you will have enough time to complete the requirements, or that the time to complete the bonus will be extended since you are currently unable to complete it?
• If you have your communication with the casino saved, please share it either to my email at tomas@casino.guru or share screenshots here in the complaint thread.

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

Good evening. As a response to my betting restrictions, they told me the general sportbook term 12.8 that exists in the casino and that it also applies when the account has a bonus. In the terms of the bonus, there is no such general term anywhere, and it is logical because as the a player will be able to rollover his bonus if he is suddenly restricted. while if he has no bonuses he will be able to withdraw his amount. and in my account 5 days I can't play anything from 1 euro to 30 that I tried. They tell me you have to find the right events. I tell them to recommend some of them and they tell me to find them myself. It's like hunting for hidden treasure, they don't exist and if they've left some, they're few. he is perfect ridiculous. That's why they liked it and a general sports term they made it illegal to apply as a bonus term. and I did this after 1.5 good game for me as far as the bonus rollover is concerned and they told me 5 days later. I will wait for your help if you can and before the bonus expires on 10/27. Thanks again

Good evening I hope you are well. Today, a little while ago, they removed my betting restrictions, but they did not add the 5 lost days that I could not play, and they refused to add them to my request. They say there is no such possibility. I don't know if you informed them about my issue and that's why they removed my restrictions if you did thank you but again you update them on the lost days.if you haven't updated them yet when you do tell them about the whole issue and add the 5 lost days.thank you and be well.

Thank you for the update.

I understand you are frustrated, but since you still have some time to complete the requirements of the bonus (which will expire on 27th of October) I believe you have enough time to complete it. I am sorry if the casino is causing you these ongoing issues, but since they are unable to prolong the time for you to complete the bonus, I am afraid our options are limited.

Please let me know if there is anything else, otherwise, I'll close the complaint.

Thank you very much for the interest. please call the complaint.

We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with any online casino. We are here to help.