The player from Austria is facing an issue where the casino refuses to pay out their winnings, despite the bonus expiring and only having real money in their account. Nevertheless, the wagering requirement has never been fulfilled. We rejected the complaint because the player didn't respond to our messages and questions.
CasinoMega - Player’s questioning wagering requirements.
Amount: €178
CasinoMega
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
10 months ago
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Public
11 months ago
Translation
Hello,
the casino doesn't want to pay out even though my bonus has expired and I only have real money.
Nevertheless, I should fully meet the wagering requirements of the bonus.
I think this is unfair, why should I fulfill conditions when my bonus has expired?
Automatic translation:
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11 months ago
Dear Redmaster,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you haven't completed the bonus wagering and your bonus expired meanwhile? I'm sure you understand that no casino will pay your bonus winnings if the wagering requirement were not fulfilled.
Could you please forward a screenshot of your bonus history and highlight the disputed bonus? My email address is petronela.k@casino.guru.
Thank you in advance for your reply.
Best regards,
Petronela
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11 months ago
Dear Redmaster,
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.
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10 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
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