The player from Finland had deposited 50 euros at Arctic Casino but did not receive the promised 100 free spins and was restricted to wagering 3500 euros in the live casino before he could withdraw. He disputed that he had chosen the live casino bonus, claiming the promotion was misleading. The casino later provided him with 10 super free spins and removed the live casino bonus, but he found the resolution unsatisfactory and decided not to continue playing at the casino. The complaint was closed without resolution as no further positive outcome was achieved.
Arctic Casino - Player's withdrawal is delayed due to bonus restrictions.
Closed
Our verdict
Other
Amount: €50
Arctic Casino
Safety Index 5.9 Below averageCase summary
Discussion
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1 year ago
Translation
I deposited 50 euros at Arctic Casino. They advertised a 100% first deposit bonus and 100 free spins on Gates of Olympus. They didn't give any free spins at all.
I asked in the chat and they said I can only play in the live casino. I said I don't want to play in the live casino and I want another bonus or I want to withdraw my money.
They informed me that I cannot withdraw the money because it must be played/wagered, apparently 3500 euros in the live casino.
All they had was this first deposit bonus of 100% and 100 free spins, and it was incorrect and misleading. They claimed that I had chosen the live casino bonus myself, but it wasn't there separately.
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1 year ago
Dear Seppo14,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Arctic Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please explain what action is necessary in the casino to choose a bonus? Kindly support
- Have you asked the casino if the bonus can be canceled or changed? What response have you received?
- Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
Thank you very much in advance for your reply.
Best regards,
Tomas
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1 year ago
TranslationAfter the last chat they promised to give me a new bonus for slots. Maybe I'll get another 100 free spins. Maybe it will work out, but I have to say that my first impression of this casino was shockingly bad. Usually in casinos, first deposit bonuses go to both slots and live casino. Also, the information was really bad.
I should clarify that I chose the 100% bonus instead of the 10 super free spins, and this was the end result.
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1 year ago
TranslationThey gave me 10 super free spins on Gates of Olympus and removed the €50 live casino bonus. It seems they didn't have a 100% bonus on slots.
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1 year ago
Thanks for the explanation and the submitted information.
- Was the solution that the casino arranged satisfactory?
- May we consider the issue resolved?
Please let me know.
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1 year ago
TranslationI'm not interested in it anymore. I won't be making any more deposits there. It's good that I found another casino where I don't recommend anyone to play.
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1 year ago
Thanks for your reply.
I am sorry we could not be of more help on this occasion.
The complaint will be closed without resolution, since we didn't receive a positive outcome, and further actions cannot be taken.
Please do not hesitate to contact us if you run into issues with any online casino in the future.
