The player from Germany had deposited €100 and used a welcome bonus, but after playing, he found his actual balance significantly reduced without any clear explanation. He subsequently deposited €150 and encountered an unclear bonus of 20 free spins, which he never activated, while the casino had not provided a satisfactory resolution to his case. The issue was resolved, and the complaint was marked as 'resolved' in the system, with the player expressing gratitude for the assistance provided.
Ovitoons Casino - Player’s funds are unjustly restricted.
Resolved
Our verdict
Case closed
Amount: €988
Ovitoons Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
9 months ago
Translation
Good day,
I deposited €100 in this casino and used the welcome bonus. I played this down to €0 and received a message that the bonus had been cancelled and the wagering requirements had been removed. I then deposited €150 without a bonus. With this money I was able to play up to €1093. When I left the game, however, my balance was only €105.75. In my account I only saw an alleged bonus of 20 free spins in Book of Dead, which I had never played.
So I was simply credited with some bonus that I had never activated or used. The whole thing doesn't make sense anyway, since I had deposited €150 and the maximum withdrawal amount is even less than my deposit.
Since then, the casino has just been keeping me waiting and has not given me a clear answer to my case.
Automatic translation:
Public
Public
9 months ago
Dear cymba889,
Thank you very much for submitting your complaint. I’m sorry to hear about the confusion and frustration you've experienced with your deposit and the unexpected bonus in your account.
To help us investigate and assist you more effectively, could you clarify the following details?
- Can you confirm if you received any specific communication from the casino explaining why the bonus was credited to your account, despite not using it?
- What response, if any, did the casino provide when you first raised the issue? Were they able to offer any explanation or resolution for the discrepancy between your balance and the bonus credited?
- Do you have any screenshots or communication from the casino that you can share with us regarding this issue?
Your cooperation is essential in allowing us to move forward with investigating this issue and working towards a resolution. The more information you can provide, the better we’ll be able to understand the situation and act on your behalf.
I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience as we investigate the issue. If you'd like, feel free to forward any relevant communication with the casino directly to [email protected].
Thank you in advance for your reply and cooperation.
Best regards,
Petronela
Public
Public
9 months ago
Translation
Complaint has been resolved and can be closed. Thank you
Automatic translation:
Public
Public
9 months ago
Dear cymba889,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (link here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Petronela
Casino.Guru
