Casino Intense - Player's bonus winnings disappeared.

I made a deposit of 30 euros and they gave me a +22 euro bonus to be able to withdraw I had to bet 3300 euros to make the withdrawal I had bet 3100 euros and I had to bet another 200 euros to be able to withdraw and suddenly where I was playing my money disappeared. I was told from the chat that I canceled the bonus, after I was playing at that moment they returned the amount as a bonus. Now to be able to withdraw these 516 I have to bet 45000 euros is a scam. This is the second time they have done this to me.

Dear Tserven21,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Could you please clarify whether you canceled the bonus yourself or not?

Would you be so kind and send me all the relevant communication between you and the casino so we can gather as much information as possible about the case? My email address is kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

The other day I had 450 euros and I was playing in a game and suddenly the money disappeared I did not cancel the bonus now I have 600 euros and I have to gamble but 32000 euros is absurd since the bonus you gave me was 22.5 because I have to bet so much. the amount that my girlfriend returned to me returned as a bonus while it was only 22.50 bonuses the rest was a profit

καλησπερα οχι δεν ακυρωσα εγω το μπονους ετσι ισχυριζεται η κοπελα στην υποστιριξη .δεν ειχα λογο να το ακυρωσω ειχα 500 ευρω κερδη και για να κανω αναληψη επρεπε να στοιχατισω ακομα 200 ευρω οποτε ειχα σιγουρα κερδος θα επρεπε να ημουν χαζος να το πατισω εγω. και μου το εχουν ξανακανει αλλη μια φορα . απλα μου ςπεστρεψαν το ποσο σαν μπονους και πρεπει στοιχηματισω 40500 ευρω για να κανω αναληψη ειναι κλεψιμο αφου αν εκανα 200 ευρω στοιχηματισμο θα εκανα αναληψη ..τωρα εχω ακριβως 600 ευρω και εχω στοιχηματισει αλλα 8.500 ευρω θα πρεπει να μου επιτρεψουν να κανω αναληψη .

Στα mail δεν μου απαντάνε και στο chat μου λένε ότι εγώ το ακύρωσα και ότι πρέπει να στοιχηματίζω αλλά 40500 ευρώ για να κάνω ανάληψη γιατί έκαναν λάθος και μου επέστρεψαν το ποσό σαν μπόνους τα 450 δηλαδή το μπόνους ήταν 22.50 ευρω και είχα στοιχηματίζω σχεδόν όλο το ποσό που χρειαζόταν για να κάνω ανάληψη έπρεπε να στοιχηματίζω 200 ευρώ ακόμα και θα έκανα ανάληψη ..και τώρα πρέπει να στοιχηματίζω αυτό το τεράστιο ποσό δηλαδή 40.500 ευρώ .αυτή την στιγμή έχω 600 ευρώ και έχω στοιχηματίσει αλλά 8.500 από τα 40500 αλλά δεν γίνεται να στοιχηματίζω όλο αυτό το ποσό είναι παραλογο

Could you please forward me all the relevant communication between you and the casino? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

η μόνη επικοινωνία που έχω είναι στο livechat στα mail δεν απαντάνε ζήτησα το ιστορικό συνομιλίας του livechat αλλά δεν μου το έδωσε η κοπέλα.

Thank you very much Tserven21 for your reply. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Tserven21!

From now on, I will be taking care of your complaint. I would like to invite representatives of Casino Intense into this complaint in order to help us resolve the issue.

We would like to ask Casino Intense to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have negative impact on the casino's rating.

Δεν θα απαντήσουνν ούτε πρόκειται να μου λύσουν το πρόβλημα δυστυχώς .

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.

This Complaint has been reopened at the request of the casino.

Dear Casino Intense,

Please provide a response to the complaint thread.

Dear Antonis, 

We are very sorry to hear that you experienced some inconvenience on our casino. 

All our bonuses are subjected to a wager. This wager depends on the type of bonus (if it's a deposit or no-deposit bonus for example). When you registered at our casino, you accepted those conditions.

On our side, we didn't cancel your bonus. We only expect you to achieve the wager before and in order to withdraw your winnings. 

If you want to come back to our casino without a bonus, or even if you want a new bonus, we'll be happy to offer you one. Our goal is to make our players satisfied, but like elsewhere, there are conditions that need to be fulfilled. 

Thank you for your understanding. 

Best, 

Dear Casino Intense,

The player states that the initial bonus disappeared before they could complete wagering and that they were told that they had canceled it.

Would there be some evidence of this in the player's account/transaction history?

Hi,

It was probably a technical issue and we are very sorry for the inconvenience.

Meanwhile, the player contacted support recently to reopen his account. The account was reopened and the player was offered a welcome back bonus to compensate for his loss.

If it's ok for you, we would like this dispute to be closed, as we figured this issue out internally with the player.

Thanks for understanding.

Casino Intense Team

I opened the account lest the issue be addressed after so long. Giving a 20 euro bonus and asking me to circulate it 100 times did not solve any problem, you are kidding. Also, if the problem was technical, as you say, after so many emails that I had sent to you, you should have solved it. I was joked twice. I do not want to bother anymore please close my account again forever.

Thanks for everything casino guru .

Dear Casino Intense Team,

It seems that the player does not consider the matter sufficiently resolved, and so the dispute will not be classified as such.

If there was a technical problem that caused the player's bonus to have been canceled just before they had completed the wagering requirements, this would not be the fault of the player.

Hello,

As we said before, the player contacted us to reopen his account and we were very happy to please him.

At that time, our support and the player agreed on closing the dispute in order to reopen his account. That's why we asked you, Casino Guru, to resolve it as it seemed to be under control.

Meanwhile, the player was frequently coming on chat in order to ask bonus, that our support team gave him. However, any time he was asked about the dispute, resolution of it, or solutions to resolve it, the player was leaving the chat. We tried to contact him by phone and email, and we still did reach him until this day.

We understand the inconvenience and we were ready to act in good faith in order to find a solution for this player.

Unfortunately, we weren't given this chance as the player is obviously not going in our way.

We are very sorry for this situation but we would really like this dispute to be solved.

Thanks for understanding.

Best,

I did not agree to end the incident by opening my account ..unless there was confusion in the translation. anyway the event has to end and my account closes.

Thank you Casino Intense for your explanation.

Dear Tserven21,

I'm not sure I understand your last post correctly. Are you stating that you no longer wish to pursue the matter?

I want to close my account at casino intense if they wanted to do something fair they had to return the profit from the bonus they canceled me due to their own problem. I was definitely winning over 300 euros and they just did not want to give them and give bonus 30 euro to play them 100 times whatever yes .. since the platform problem is technical I am not to blame for something, they must return what we are entitled to otherwise it is an unreliable company. I do not want to deal anymore

Dear Tserven21,

The casino has stated that the matter was previously considered as resolved by you upon reopening your account, offering you a new bonus, and returning your initial deposit and that this was the reason they reopened the complaint. Can you please clarify if that is incorrect?

the problem was solved if I was refunded so it makes sense. If of course I made a mistake in the translation and accepted the agreement without translating the text well, let's consider it, the event ended .. it is a good platform with good service and many bonuses, but because I was not to blame for the technical problem that should have arisen to return the amount I definitely had earned to be happy. Anyway, let's assume that they ended the event to close my account, and the company to try not to happen to someone else is a pity because it is a good platform. thanks guru

Dear Tserven21,

Please forgive my delay in responding.

I am not sure if understand your previous post correctly, can I ask you to please confirm if you are now happy for the complaint to be closed as 'resolved'?

Kind regards,

Adam

I am definitely very unhappy with the company, they dealt with the issue after 6 months and did not give a solution, they said that it is a technical issue, their own problem. if they want to settle the matter to give me the net profit I had for sure before deducting the bonus. otherwise I just stay unhappy and we closed my account forever. I do not want to deal with it again, thank you very much.

Dear Tserven21,

While we can appreciate that you are not entirely happy with the outcome of this situation, as you have stated that you no longer wish to pursue the matter the complaint will now be rejected.

It can be reopened at any time.

Kind regards,

Adam