Ovitoons Casino - Player's withdrawal is delayed after bonus issue.

Today I deposited $30 in TRX using free spins without a wagering requirement. The bonus code was LAVA. The wagering requirement for this bonus is 5x the deposit. But for some reason, I only had $800. I played no-limit and met all the wagering requirements, but my balance was debited. Please help me.

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Hello,

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

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

• How was the bonus advertised to you? Do you have access to the bonus offer and the relevant advertised information?
• Have you contacted casino support and asked for an explanation?
• Were you given any explanation regarding the discrepancy in the wagering requirements and the maximum win amount?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], 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

This casino currently has an AI chatbot that says the money was debited due to bonus conditions. I don't understand anything. Here's a screenshot with the bonus conditions.

Have you contacted the casino about my problem? Or will you contact them in a week?

Thanks for your patience.

I checked the rules regarding bonuses on the casino's website and found this: https://www.ovitoonscasino.com/en/info/bonus-terms-and-conditions

Maximum withdrawal from all wager free sticky bonuses is five (5) times your deposit amount. Any balance above this amount will be removed once the player makes a withdrawal request. Bonus restrictions (maximum betting limit, forbidden games and maximum cashout) apply until the withdrawal request has been processed or winnings generated from any of the mentioned bonuses are part of the player's balance. All wagering welcome bonuses have a maximum withdrawal of ten (10) times the deposited amount. 

Please note that we accept situations where the maximum payout of the bonus is specified in the general bonus terms and conditions or general terms and conditions.

Please let me know if there are any other circumstances I haven't considered regarding our complaint.

Looking forward to your reply.

All my deposits were over 30 USD, never less. So why did they write off 300 out of 300 USD and not 150? Ask the casino. So, my balance is 0 USD. Where did the entire balance go? My card balance is 0. Why was the entire balance written off?

I gave you a screenshot from another casino in their network. Here's the current screenshot.

I apologize for any misunderstanding.

Do I understand correctly that instead of capping your balance to 150 dollars, your entire balance of 300 dollars was confiscated?

Have you reached a live chat agent in the meantime and received any explanation?

Please let me know.

Yes, you understand correctly. As soon as I played through the entire requirement, my balance was $300. But when I went to the cashier to withdraw, it was $0.

Dear Antonno

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Antonno,

I am so sorry to hear about your problem with the Ovitoons Casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Ovitoons Casino representative to join this conversation and participate in resolving this complaint.

Dear Ovitoons Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I emailed them again, and they replied that they were looking into the situation. Let's wait for a response. But as a complaints platform, you take a very long time to respond. It's been over two weeks since you accepted my complaint.

I received a refund of $300. Please close this complaint.

Dear Antonno,

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 https://www.trustpilot.com/evaluate/casino.guru. 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,

Igor P