The player from Finland is dissatisfied with the bonus policy. We rejected this complaint because we are not in a position to force casinos to give bonuses to players.
ComeOn! Casino - Player's not able to redeem loyalty points.
Amount: €1
ComeOn! Casino
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
Other
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
Translation
Hello. I have about 78,000 loyalty points in that casino. But don't let them use in the shop. I have also been banned from all campaigns for no reason. I have been in contact with customer service several times but no reason has been given. I haven't broken any rules and the score is earned by playing. It is said from there that such a decision has been made by a higher body and they can do nothing about it. I have not received any explanation for the banging and locking of the points, although I have tried to inquire several times.
Automatic translation:
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1 year ago
Dear Tuukka,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Even though I understand your point of view, please understand, that each casino has a different bonus policy and rewarding system.
I am sorry, but we cannot punish the casino for excluding you from receiving bonuses or for limiting the option of redeeming loyalty points.
If there is anything else, I could help you with, please do not hesitate to let me know, otherwise, I will be forced to reject this complaint.
Best regards,
Kristina
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1 year ago
Translation
Hey. Of course, I understand that casinos have different policies regarding bonuses, but I think the Loyalty Points earned by playing are my own currency, which the casino did not allow me to use. Despite requests, I have not received any explanation. I have not broken any rules but indeed the points have been accumulated by playing in the casino. After all, the casino then could not pay out the winnings and just say they don’t have to pay or explain anything to the customer. Yes, it fits inwards. Pretty weird activity for me. I would like at least some explanation for the behavior.
Automatic translation:
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1 year ago
Thank you for your reply, Tuukka. I am sorry, but we are not in a position to ask casinos to give bonuses to players, and each casino can exclude any player from receiving bonuses anytime. I agree that the casino could at least provide you with an explanation, but this is not something we would necessarily require, and we are not able to help you further in this case.
Unfortunately, after gathering all the necessary information we decided to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
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