The player from Russia had deposited 2000 rubles and received a bonus at an online casino. However, while he was wagering the bonus, the system had cancelled his bonus and reduced his balance from 10165 rubles to 165 rubles. The player had reported receiving unsatisfactory assistance from the casino's customer support. He had requested the return of his bonus, but the casino claimed it was a bug and returned his deposit. The player had subsequently closed his account. We had concluded that the casino's actions were justified as they had returned the player's deposit before the bonus could be wagered. The complaint was closed due to these reasons.
CryptoBoss Casino - Player's bonus wager causes balance issue.
Amount: 2,000 руб
CryptoBoss Casino
Safety Index:HighSafety Index
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
7 months ago
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7 months ago
Translation
I deposited 2000 rubles. Immediately, a bonus of 10000 rubles with a 10x wager was credited to my account. My 2000 rubles also were converted into a bonus. I began to wager the bonus and after 15 minutes, my balance was adjusted from 10165 rubles to 165 rubles. The system cancelled my bonus and debited 10000 rubles from my account. I am asking for assistance in resolving this issue. The customer support chat is dragging out the process.
Automatic translation:
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7 months ago
Dear her20145,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with CryptoBoss Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Have you asked the casino to restore the bonus and allow you to continue to play?
- Which games have you been playing while the bonus was active?
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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,
Tomas
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7 months ago
Dear her20145,
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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7 months ago
Translation
I asked for my bonus to be returned, but support said it was a bug. They returned my deposit and didn't even apologize. Several days passed and I closed my account because I don’t want to have anything to do with this casino. I played games from the provider ELK studios. Bompers game. And the game Bounty pop. I didn't take screenshots of the chat. Because support replied that I should wait for a while.
Edited
Automatic translation:
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7 months ago
Thanks for your reply.
If the bonus was credited in error or due to a bug, it would be expected for the casino to return the balance to the condition before the error occurred, such as returning your last deposit.
Since the deposit was returned to you before the bonus could be wagered, we would consider such actions by the casino as justified.
Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.
