The player from Germany received an email bonus offer but faced issues when the bonus was not automatically credited after his deposit. After fulfilling the wagering requirements, he found the bonus reduced to its original amount instead of the advertised 10x. His complaints to live chat were met with pre-written responses, and he is seeking assistance.
TikiTaka Casino - Player’s bonus has been reduced unfairly.
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TikiTaka Casino
Safety Index 7.2 Above averageCase summary
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3 days ago
Translation
I received a bonus offer via email and subsequently made a deposit. Since the bonus wasn't automatically credited, I asked live chat to grant it to me. They did. However, after fulfilling the wagering requirements, my bonus was reduced to the bonus amount itself, not to 10x the bonus as advertised. My complaint to live chat was unsuccessful, as they only sent pre-written responses due to the language barrier (German).
I provided screenshots to the chat and also translated them into English, but without success. Please help.
Automatic translation:
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yesterday
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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yesterday
Dear andyohmsen,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the bonus offer you received from the casino.
I checked the casino's bonus terms and conditions and this what I found.
Any deposit casino bonus has wagering requirements of x35(thirty-five) times the initial amount of the deposit and bonus received. Any such bonus has a maximum withdrawal limit of x10 (ten) the bonus amount received. For example, a 10 EUR (ten) deposit bonus will have a maximum withdrawal limit of 100 EUR (one hundred). Any winnings above 100 EUR (one hundred) will not be eligible for withdrawal and will be voided and removed from the account balance at the withdrawal stage.
To better understand the situation and assist you properly, could you please provide more details by answering the following questions:
- Could you please clarify when you activated and completed the bonus?
- I understand that the bonus was 150% of the deposit. How much did you deposit?
- How much did you win after completing the wagering requirement? After the winnings, how much was it reduced to?
- Have you tried contacting the casino regarding the issue? Please forward relevant communication to jean.s@casino.guru or post screenshots here.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Jean
