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An incredibly terrible experience. I deposited; I took a bonus of 500 plus 500 spins. I have fulfilled the conditions for spinning, I have written to support asking if I can withdraw money. And he said no that I must keep playing because the bonus is deducted from my winnings. He gave me bad advice and I lost everything. His guilt was also admitted by his other support colleagues. Even though six out of eight operators disconnected without giving a reason when I tried to resolve the situation. I haven't encountered such disgusting behavior for a long time. As compensation, they offered me a ten-dollar free chip with a maximum withdrawal of $50 and 30x wagering.

Dear kalinova94,

Thank you very much for submitting your complaint.

I'm sorry to hear about the experience you had with the online casino.

To assist you further and better understand the situation, could you please provide more details regarding the following:

• Can you specify the exact terms and conditions associated with the bonus of 500 plus 500 spins that you accepted?
• Did the support agent provide any written instructions or clarification regarding the bonus terms and withdrawal conditions?
• Was the wagering of your bonus finished when you requested a withdrawal?
• How much was your active balance at that time?
• If you have any relevant communication or screenshots, please feel free to forward them to petronela.k@casino.guru for further review.

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,

Petronela

Hello,

It was bonus 505 percent of deposit bonus, plus 500 free spins. I deposit around 20 dolars, maybe (20,3). I must wager deposit plus bonus ten times. I met requirements and drop from 500 to 103 dollars. After it I wrote to support, where he said me I must play more. Maximal withdraw was 5x deposit.

No, nobody gave me anything. Only one of the very reluctant ladies told me that I hadn't rolled enough (at the same time, I had long since met the conditions and was dealing with the remedy). Information from support was very different.

Yes, wagering was done, and A pop-up appeared where I had to agree that I had fulfilled the terms of the bonus.

When I want withdraw first time, my balance was around 97dollars.

¨Thank u so much,

Eva

Hi kalinova94,

Can you please confirm the amount of your active balance when you completed the bonus wagering? Am I correct in understanding that it was $103?

If that is accurate, and considering the bonus rules stipulate that any bonuses will be deducted from the active balance upon requesting a withdrawal, the guidance provided by the live chat agent was indeed correct. The bonus amount rewarded needed to be deducted before processing any withdrawal.

• Would it be possible for you to forward your entire game history to petronela.k@casino.guru for our review?

Thank you.

Dear kalinova94,

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.

Hello there, my balance if i met requirements was around 500, after met the requirements I dropped to withdrawable 103 dollars. 103 was maximal withdrawable amount. My history of playing I can show u, but I dont know where I find it.

Hi kalinova94,

I have checked the general bonus terms and conditions and this is what I found (here):

No matter how many times the Player has deposited, the Casino will deduct any amount up to the equivalent value of the deposit bonus from the Player's balance or winnings once the Player requests a withdrawal. This deduction will be made before the settlement is paid. No matter how many times the Player has deposited, the Casino will deduct any amount up to the equivalent value of the deposit bonus from the Player's balance or winnings once the Player requests a withdrawal. This deduction will be made before the settlement is paid.

If you obtained a €500 bonus and your balance, after fulfilling the bonus wagering requirements, was €500, there would be no funds left for withdrawal after deducting the bonus. The recommendation to continue playing was not incorrect in this scenario. Please note that it is not uncommon for the casino to provide "sticky bonuses," where the bonus amount is deducted at the conclusion of the wagering, as seen in your case.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

But bonus was 500 percent (I deposit 20) not euro. U dont understand. I deposit, play, I met requirements and if I met, I go to 103 (maximal cashout from bonus). Here I can withdraw, but he said no, play more.

Hi kalinova94,

I have a clearer understanding now.

Your initial deposit was $20, and you received a $100 bonus. After fulfilling the bonus wagering requirements, your balance reached approximately $500 but was later capped at $103.

Is that accurate?

Hello 🙂, Yes, correct 🙂

Thank you very much, kalinova94, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, kalinova94,

I am sorry to hear about your troubles, and I apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear BonusBlitz Casino team,

Could you please provide us with a detailed explanation of the player's situation? Can you review the user's game logs and all the communication between her and live chat representatives, and confirm everything that happened there?

If everything above fits the reality, would the casino be able to restore the complainant's balance/winnings to the state as was before she followed bad advice from one of the casino's CS representatives, thus letting her withdraw the maximum cashout from the bonus in question?

If needed, feel free to send the supporting evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hello kalinova94,

Hello Branislav,

We trust that you're both well and safe.

Please note that we have reviewed the player's account and correspondence with the Casino. The player had successfully met the wagering requirements of the bonus and the bonus amount was already deducted automatically due to the max cashout limit of the bonus in question.

Therefore, at the time the player contacted us through Live chat to inquire about the status of her bonus, she was indeed wrongfully instructed to continue playing and that the bonus amount was not yet deducted.

The agent made an honest mistake and for this error, we hope that you can accept our sincerest apologies. The Management has proceeded and reinstated your balance of $101.30, as it is the max cashout amount from the bonus.

Please contact our Customer Service through Live chat or by e-mail in order to finalize your withdrawal.

Thank you for your understanding and patience and should you require any additional assistance, please do not hesitate to contact us.

Kind Regards,

Lucas

BonusBlitz Management

Thank u Petronela, thank u Branislav, thank u BonusBlitz 🙂. Thanks for everything. Wonderful job!

What great news, kalinova94!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. I am very glad your issue has been resolved. I will now mark your complaint in our system accordingly. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you very much, BonusBlitz Casino team, for your help and cooperation!

Best regards,

Branislav, Casino.guru