The player from British Columbia had met the wagering requirements but still saw $309.33 in bonus money without any real money available in his account. The player failed to respond to multiple inquiries and reminders from the Complaints Team seeking clarification and additional information about the issue. Due to the lack of response, the investigation could not proceed and the complaint was closed for the moment. The player retained the option to reopen the complaint by resuming communication.
Orozino Casino - Player's account shows bonus money only.
Closed
Our verdict
Player stopped responding
Amount: C$309
Orozino Casino
Safety Index 3.5 LowCase summary
Discussion
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2 months ago
After meeting wagering requirements it still says I have $309.33 in bonus money but no real money
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2 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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2 months ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Have you experienced similar issues with bonus wagering at this casino before?
- Have you contacted customer support to assist you with this problem?
- Have you tried clearing your cookies and cache, refreshing the casino website, or using a different device or browser to check if the issue persists?
- Did you receive any pop-up notification or a message informing you that your wagering requirements were completed?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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2 months ago
Dear 696969,
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.
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2 months ago
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,
Veronika
Casino.Guru
