21bit Casino - Player’s winnings are being confiscated.

Had a bonus that already playedand put a deposit in for and got free spins on top. Well when I did the free spins and won $105 no big deal.

they just tell me all this bullshit. At first they denied. I even had won it and we’re saying they couldn’t find it first ithen I had to try and go and get proof,!how the hell am I supposed to have proof? ? They found it then they admitted they found it again and then said no. Shouldn’t have had it. What the .

Dear Hopeys,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue regarding your bonus and free spins. Please allow me to ask you a few questions to better understand your situation:

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• Am I correct in understanding that your free spin winnings of $105 disappeared from your account? Was the entire amount voided, or were the winnings capped at a lower sum?
• Did you receive a money bonus with your deposit, or were you awarded free spins only? To help us look into this further, please also send me a screenshot of your deposit history and bonus history.

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

Best regards,

Veronika

No they have now changed it to. That is what they gave me $75 but that’s not true. How do I send you everything? I’ve got like our conversation and everything.

Thank you for sending the screenshots. However, based on what you've provided so far, we were unable to identify any discrepancies between the winnings that should have been credited to you and the amount you actually received.

To move forward with your case, we will need the exact name of the bonus you played with when you accumulated the winnings in question. Additionally, we require an Excel spreadsheet of your gaming history covering the date when the issue occurred.

You can request this file directly from the casino via email. Once you receive it, please forward it to me at veronika.f@casino.guru.

Dear Hopeys,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.