Chilistakes Casino - Player’s winnings are confiscated after bonus issues.

On the 30th of July I claimed my 3rd Welcome Bonus with Chilistakes. It's a 200% deposit bonus up to 5000 EUR. I finished wagering my bonus, wagering bar was showing 101% and money went to real balance. I left my win in account and when I logged in a few days later I saw that my money was gone. I contacted support and they told me I hadn't finished wagering my bonus and it had expired together with my winnings. It's not true as I wagered 101% as I mentioned before.

In response I received an email saying that I completed 23800 out of 24000 wagering. According to bonus terms wagering requirement is 35 times deposit plus bonus amount. I deposited 200 EUR got 400 EUR bonus so the wagering requirement was 21000. And I wagered it. They say wagering was in USD which is not true as my bets were taken in Euros and contributed in Euros as well. I'm enclosing a screenshot to confirm that. Moreover, there's no casino bonus record history on the site for any of the bonuses I claimed. I have a feeling it's done on purpose to confuse players so they can't prove anything.

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Chilistakes Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Can you please specify the date when you activated the 3rd welcome bonus?
• When did you finish the wagering requirement? Do you have any screenshots of the complete progress bar or the bonus money transferred to your real balance?
• Have you received any notifications or emails confirming the wagering was complete?
• Could you confirm the date when you first noticed that your money was missing from your account?
• Please specify if your account is verified.  

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

Best regards,

Natalia

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Hi. I activated my 3rd Welcome bonus on the 30th of July and finished wagering on the 31st of July. I don't have any screenshots unfortunately as I couldn't even imagine something like this was going to happen. And there's no casino bonus history for some reason in my account as I mentioned before. I haven't received any emails from them as well. I noticed that my funds disappeared on the 19th of August when I logged in. My account is not verified for now.

Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Hi. I have forwarded all correspondence to the email you provided.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

hi. Thank you. Will be waiting for your colleague's response.

Hello playerlucky993,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter to see if I can help somehow.

We would like to invite Chilistakes Casino to join the conversation.

Dear Chilistakes Casino,

Please forward me the player's full game log to verify if the player really has not fulfilled the bonus wagering requirements to me at michal.k@casino.guru.

Hello everyone,

We are creating a document to share with Casino Guru, stating that the wagering requirement hasn't been met and that the player lost their bonus due to inactivity (a 7-day period to wager the bonus).

We also had a communication with a player about this and sent all the relevant information, but here we are 🙂

michal.k@casino.guru - All relevant information will be sent here.

Greetings

Thank you for the information and evidence provided, Chilistakes Casino.

Dear playerlucky993,

After reviewing the information and evidence provided, we concur with the casino team's actions.

Although you were very close to fulfilling the bonus wagering requirement and you have more than sufficient funds in your balance to do so, the last bet you made was on July 31st at 15:56 casino time. All the funds in your account at that time were still in the "Casino Bonus Wallet" because the bonus wagering requirements were not yet met, so your statement that the money went to the real balance does not align with facts/evidence. Since then, you have neither accessed nor taken any action regarding your account until August 19th. Consequently, the bonus, along with the funds that have been wagered thus far, was automatically cancelled/voided in accordance with the casino bonus terms and conditions that you accepted upon registering your account and claiming the bonus. The expiration of the bonus occurred on August 6th.

While I find it somewhat strange that you have not proceeded to wager the bonus, particularly given how close you were and the ample funds you had to fulfil the bonus wagering requirements, as well as the fact that you left it for 19 days, it is certainly unusual. However, in the end, it was your decision.

Regrettably, there is nothing further that can be done from our end regarding this matter, as the casino team has not done anything that we would consider unfair.

Because of this, we sadly have no other option than to close your complaint as rejected - unjustified.

You are certainly entitled to disagree with this assessment and may reach out to the casino's relevant regulatory body if you still feel justified in your position; however, we are unable to assist you further in this regard.

Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help if possible.

Regards,

Michal

Casino Guru