Casinobet Casino - Player's bonus funds are confiscated due to login issue.

I had about $1300-1500 in bonus money that I was 87% completed the wagering. The bonus money would have turned into real money. It started as a $683 x 30 wagering and I wa (They say they can't tell me how much exactly when I tried to ask the exact figures)

With my calculations , finishing the wagering only required about 2 hours left of spinning. My bonus was set to expire about 8 hours from the time I tried to login to the casino and could not. Please see my attached video. I could not login no matter what I did for the remaining 8+ hours. I restarted my computer, cleared cache, went on different devices, etc, as they informed me to via support email. I was finally able to login a few hours after my bonus had compeltely expired. I emailed support and sent them several videos, and they honored that it was their mistake, and they sent me back my bonus. However, the bonus was back to being $683 with x30 wagering attatched. Meaning the extra almost $900 I had made, as well as the 87% wagering completed, was for absolutely nothing! I informed them I was not happy , and for compensation, they sent me 50 free spins @ 10c each - with wagering!! I do not feel this is fair at all, it was completely 100% their fault . The website was not working, I was frantically trying to login for hours and hours on end. I have several videos showing date and time of me trying to login.

Edit: both videos I have are bigger than 5mb. It will not let me upload the videos

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casinobet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please share the supporting evidence with me?
• Could you please include information about the particular bonus that was activated and expired?
• Could you please share with me your communication with the casino regarding the issue, admitting they made a mistake? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Dear BennyBlanco604,

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.

Hello. I am trying to forward all the emails to you, but it says becasue they exceed 25mb, I cannot send them! I will have to do each individually?

I think because I have several videos attached that is wont let me send.

Will I be able to send you the videos? Anything bigger than 25mb gmail wont let me send

I have sent you the two videos I took of me not being able to login.

For the remaining emails, I cannot send the bunch becasue it exceeds 25mb. Is there a way to not include the videos when I forward the batch of emails to you? Im a little confused and stuck.

Thankyou

Thanks for your patience.

I went over the information you provided.

Could you please share any communication between you and the casino regarding the issue?

Have you saved the communication where the casino acknowledged the mistake or explained how they'll compensate you?

Send the information to my email at tomas@casino.guru

Looking forward to your reply.

yes i attempted to send over all the emails to you but because they have those 2 videos attatched, it is bigger than 25mb and gmail wont let me send . thats why i asked if you knew a way to send the whole email batch without including the 2 videos

I am trying to figure out a way to send you the email transcripts. Because it exeeds 25mb I cannot send them all at once. should I send them individually?

I am not very computer-friendly in this way.

Thankyou

Without evidence of the casino admitting to making a mistake, we are unable to confront them about the issue. Please share any supporting evidence oterwise the complaint can't proceed. Take screenshots of your previous conversation, or share chat transcripts, or forward email exchanges with support to my email at tomas@casino.guru

I apologize for the inconvenience.

Hello Tomas I have emailed you our screenshotted email conversations. Awaiting your reply, thankyou.

Thanks for sharing your communication.

We sincerely apologize for any misunderstanding that may have occurred. After reviewing the communication you shared, we would like to clarify that the casino has not acknowledged any errors on its part. The compensation the casino can offer in such a situation includes reissuing your expired bonus along with additional bonus funds to address the inconvenience due to technical limitations. We aren't in a position to protest this decision based on the shared evidence, nor ask anything more than what has already been offered to you.

We genuinely hope that you do not face a similar issue in the future.

Due to the aforementioned reasons, we will now proceed to close this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.