The player from Russia had deposited $32 using bonus code R70, but the bonus was not credited initially. He informed the chat support and opted to play with real money. After increasing his balance to $70, the casino added the bonus anyway and then refused his withdrawal. The issue was resolved independently by the player.
Cobra Casino - Player's withdrawal is delayed due to unwanted bonus.
Amount: $70
Cobra Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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4 months ago
I received an email with the bonus code R70. But after the code is activated and the deposit is $ 32. The bonus was not credited. After that, I wrote to the chat and told them that the bonus was credited manually. But I was told that the bonus could not be credited and they passed the information to the bonus department. After that, I replied in the chat that I did not need a bonus and I would play for real money. As soon as I raised my balance to $70 after 15 minutes, they added a bonus to me. And I have already won back x3 of the deposit and wanted to withdraw it, but now they don't want to withdraw it to me. Although I refused this bonus in the chat, help me
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4 months ago
Dear Kadrus2002,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Cobra Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Have you completed any wagering while the bonus was added to your casino account?
- Could you please share screenshots and chat transcripts supporting your case?
- Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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
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4 months ago
Translation
Screenshots are all in Russian. I'll send it by mail. I touched the bonus and bet $9. I played on autospin and did not immediately notice the increase in balance
Automatic translation:
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4 months ago
thanks for your email,
I went over the correspondence between you and casino support.
Have you requested a withdrawal of your remaining funds as the casino support suggested?
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4 months ago
Translation
During this time, you have been so slow to resolve this issue. My question has already been resolved using another casino forum. Close the complaint.
Automatic translation:
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4 months ago
Dear Kadrus2002,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
