Asino Casino - Player’s account is closed after bonus request.

I have had this issue with these guys before they need er issue the bonus and I asked the support team and now im blocked

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Dear [Redacted],

Thank you very much for submitting your complaint. I'm really sorry to hear about your issue with Asino Casino. I'm afraid I will need more information regarding your problem. Could you please elaborate?

Thank you in advance for your response.

Best regards,

Attila

I sent pictures of rhe chat

Dear [Redacted],

We have reviewed your complaint and would like to clarify the situation to clear up some misunderstandings.

It seems that there was a misunderstanding regarding the status of your account: your account is fully active and has not been blocked. When you contacted support, you probably saw that the Wednesday and Thursday bonuses were marked as "unavailable" or "blocked" in your profile. This is a standard system status that indicates that the specific terms of the promotion have not been met at that time; it does not restrict access to your account.

Wednesday reload bonus was not credited because, according to our Terms and Conditions, promotions are triggered in the player's local time. At the time of your deposit (15:40 UTC, March 11), it was already Thursday in your local time zone (Australia). Since the promotion is tied to your local day, the Wednesday code was no longer valid.

Regarding the Thursday bonus, our team was unable to apply it as the deposit had already been wagered at the time of your request. According to our bonus policy, the promotion can only be activated if the deposit remains intact on the balance. Since the funds have already been spent, the system was unable to credit the bonus to this transaction. These rules are clearly stated in our Terms and Conditions to ensure consistency of instructions for all players.

We would like to reiterate that your account remains fully active and unrestricted. You can log in and continue playing whenever you wish.

Best regards,

Asino Casino

That's a load of absolute rubbish and the bonus for Thursday was attempted several times and the site automatically changed it to the Wednesday one . I wont be spending any more on the site i believe you are dishonest and have done this on multiple occasions. I have yet to rate/review the casino and it will not be scoring well. Thanks

Dear [Redacted],

We are sorry that you had this experience, as our team works hard to ensure everything runs smoothly for the thousands of players who enjoy our casino and receive their bonuses without issue. Whenever a question arises, our support team is always available and ready to help.

The most important point we must clarify is that your account is not blocked and has never been restricted. It appears there was a misunderstanding where the "unavailable" status of a specific bonus in your profile was mistaken for an account block. Your access remains fully active.

Regarding the bonus, we unfortunately cannot activate it at this stage because the associated deposit has already been spent. According to our policy, a bonus can only be applied while the funds remain on the balance. We take your feedback seriously and remain available if you have any further questions.

Best regards,

Asino Casino

I contacted you immediately so thats not correct and I dont think you have ever honoured a single bonus on any of my deposits from memory and your agenda did certainly deliberately block my account.

Dear Asino Casino,

Thank you for your message.

Dear Player,

Could you please attach the receipt for your deposit that was intended to activate the promotion in question?

Additionally, could you please attach a screenshot of your bonus history as well?

Thank you in advance for your response.

You have these what do i need to do this for ?

Sorry my apologies , I thought this was the casino. I can get you maybe a screenshot of my chat history im not sure I got many bonuses ,

yeah not looking like they are going to be honest any time soon . Blocked

Dear Davidcarter,

We have just checked your account status in our system and can confirm that your profile is fully active with no restrictions from our side. If you are having trouble logging in, the issue is likely related to your local settings or connection.

We recommend that you try clearing your browser's cache and cookies or using a different browser in Incognito mode to see if that resolves the issue. It is also worth checking your internet connection or trying a different network to ensure there are no access blocks on your end.

Please try these steps and let us know if you can access your account now.

Best regards,

Asino Casino

And about the bonuses not issued ?

Dear Asino Casino, thank you for your email.

Dear Player, in order for us to be able to assess the issue, could you please forward a bank statement covering the period of the promotion?

Thank you for your patience and cooperation.

Dear Davidcarter,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru