CoinGames Casino - Player’s questioning bonus wagering requirements.

   I got a mail from coingames on Oct. 4th about 200% match bonus. I subscribed that and deposited 113.56 USD via Tether. I wagered the amount mentioned in bonus maybe more than mentioned in dashboard but somehow that bonus wagering indicater is stuck on 0.95% wager complete. No matter what I wager it didn't move, so i try to contact customer support which has a 24 hour response time and I don't get any response from them till now. I wagered so much amount that according to my experience i fullfilled the wagering requirements

 Plz see my Loyalty Points before this deposit they are 6600 and i can see all my betting data in history. After the timing of bonus wagering (24hrs) is lapsed and my balance became Nil. Plz calculate my wagering accordingly and reinstalled my balance. This is my Issue with Coingames but there is not response from them after 10 days passed. Plz help

Dear ajaysolanki16,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please specify which exact bonus you have redeemed and played? Have you tried communicating this issue with the casino directly? If there's any relevant communication, please forward it along with any supporting evidence to petronela.k@casino.guru.

Looking forward to hearing from you.

Best regards,

Petronela

I already submitted the bonus offer screenshot details which i got via mail. I contacted them on the same day and they responded but it's been 10 days since and they stop answering or responding my mails.

I got mail from coingames but there is no solution of my issue. There mail content is below.....

Dear user,

we have reported your issue to the appropriate department and your request is being processed, please bear with us.

We'll get back to you as soon as possible

Kind regards,

Thank you very much, ajaysolanki16, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello ajaysolanki16,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite CoinGames Casino to join the conversation and participate in the resolution of this complaint.

Dear CoinGames Casino,

Can you please provide further information regarding the player's issue with the wagering requirement?

Kind regards,

Adam

I got a response from coingames.

Dear Ajay,

We are happy to inform you that the investigation of this case is complete.

"Player ID 464488493 signed up for the bonus, made a deposit of 113.56 USD and activated bonus ID 56266 on 10/04/2022 at 14:05 UTC. The wagering for the deposit amounted to 11923.80 USD and, according to the Calculation of wagering: Real bets condition, it is wagered only from bets from the real balance.

All his real balance in the amount of 113.56 USD with a single deposit, the player staked into PragmaticPlay games.

According to the parameter Expire: 1 Day - on 10/05/2022 at 14:10 the bonus was canceled. In total, the player wagered 113.56 / 11923.80 USD."

We hope that the provided information helped to clarify this incident.

This is just hilarious who does that there is no such conditions mentioned anywhere on coingames or mail i received about the bonus. But i think casinos have upper hand in these matters. Plz close my complaint. I think I got scammed by Coingames. But i have a question to coingames if only cash bets calculate in wagering then why they let players to play with bonus money and wasting our time. Every casino if applying the cash wagering condition is not let you play with bonus amount.

Hello ajaysolanki16,

Thank you for the additional information. I am currently discussing the matter with the casino via e-mail and will post an update here shortly.

Kind regards,

Adam

Dear ajaysolanki16,

I am still awaiting further information from the casino, so I will extend the timer. Thank you for your continued patience.

Kind regards,

Adam

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.

Plz close this i don't want to drag this further... Also thanks to casino guru for always standing with us.....

Dear ajaysolanki16,

I am currently awaiting a further response from the casino, can I ask you to please confirm if you would prefer us not to proceed with this case?

Kind regards,

Adam

Yes, plz close this.

Dear ajaysolanki16,

Thank you for your response. As you have stated that you no longer wish to pursue this matter, this complaint will now be rejected. It can be reopened at any time.

Kind regards,

Adam