Casinoin - Player's winnings are incorrectly reduced due to a bonus dispute.

At CasinoIn, I deposited $44 and it rose to approximately $1000. Suddenly, $700 was deducted leaving me with $260. When I inquired about it, I was told that I was using a 50% bonus, and therefore the difference was deducted. However, the bonus I intended to use was a free spin bonus, not a 50% bonus.

I tried to explain this to them, but it seems they didn't understand my Japanese. They kept insisting on something different, and told me there was no mistake on CasinoIn's part.

I've even sent screenshots as evidence that I didn't use a bonus, but it's not leading anywhere and I am getting frustrated.

Dear azu46779,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you kindly send me the exact link to the bonus you used? You may also send the screenshots or the name of the bonus here.

Have you made any successful withdrawals from this casino in the past?

Could you please confirm that you passed the KYC verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

This is what I applied to use.

The casino says they chose this.

I have made withdrawals before.

I did KYC at Casino Inn.

I've had problems with withdrawals in the past.

Withdrawals are always delayed, and when I ask why, I am always told that the provider is not doing well, and my money is not withdrawn, and I end up running out of cash while I wait.

Also, for some reason, while I was informing them about this incident and sending screenshots as proof that they were not using it, my bonus history was deleted after October 3rd.

Also, I won't know unless you try it, but if you use the 50% bonus, how will it change once the wagering requirements are over, and how will it change if you use the same bonus again after it ends.

You can see that my image is correct.

This is difficult to explain verbally.

Doesn't this mean that we aren't using the bonus?

Every time I confirm that there is no remaining money, I am told that the withdrawal will proceed normally, but I cannot withdraw the money.

Do you have any balance left in your account? From the last message it seems that you gambled away all your money.

There aren't any left now. The problem is that even though I didn't use the bonus, the bonus terms and conditions occurred and the casino took $700.

Also, I don't understand why the data for the month in which the problem occurred has disappeared for some reason.

Could you please send me the screenshot of your bonus history as well as the transaction history?

Could you please forward any relevant communication between you and the casino regarding this issue to veronika.l@casino.guru?

I sent it to you by email.

Thank you very much, azu46779, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you azu46779 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Casinoin for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

Even if I contact Casino Inn from here, they won't reply.

please

We would like to ask the casino 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 may negatively affect its rating.

Hello,

Just a heads up that we've forwarded the explanation to your email peter.c@casino.guru.

Please be advised that the player has been given a thorough explanation of the situation multiple times, and from our perspective, everything is functioning correctly as detailed repeatedly.

Thanks.

Thank you for the clarification Casinoin Team.

Dear azu46779, according to the information provided by the casino, both the free spin bonus, and 50% bonus were activated on the same day with the 50% bonus being activated first. The transfer to the real balance was in accordance with the maximum bonus amount transferable to the player’s real balance after completing wagering. The Free Spin Bonus was activated only after this 50% bonus has concluded and therefore I do not see the where the issue with mixing up the bonuses arose.

Dear azu46779,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I send videos and explain things, but I don't mention the 50% bonus.

Dear azu46779, according to the information provided by the casino everything worked as intended. Due to that reason, we will reject your complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.