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I deposited £30.00 on 1st july with no bonus and played ok no problems. When this deposit ran out I deposited another 30 but accepted a bonus . Not many games would load but I started playing some Boongo games . I found that the games would play ok until i got a bonus and received an error . The bonus would not load . I spoke to customer support a number of times thorught the day mainly being told there were technical issues that they were trying to fix and kept being told to try again later . This happened 5 times on 5 games . I was unable to play bonuses or free spins . I have screen shots of the games and the error message . I continued to play a different game until my balance reached zero then miraculously I tried the games again and the free spins and bonuses loaded but the winnings were not being added to my balance . I also have screen shots of these and what I won . When I contacted support they told me that because the bonus had been cancelled the winnings did not count . I have screenshots of the chat with the support agent . So basically while I had a balance the bonuses and free spins would not work I could not win to wager anything as most games would not load and only worked when I could not receive the funds . Do not accept bonuses because not only will you not I was advised in the chat that my real funds automatically become bonus funds so become part of the wagering or so it seems as some of the games were played with what I felt was real money before the bonus amount . I have tried uploading the screenshots but they are failing to upload .

Dear Kerrybelle,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to petronela.k@casino.guru? Have you stopped playing right after the incident?

Please understand, if you played down your funds we won't be able to assist you further with this case. 

Looking forward to hearing from you. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Hi . They resolved my issue and credited the account with the winnings played after the bonus ran out . However I have had more issues with a game not paying out a bonus win and because I did not screen shot i am unable to prove this as it also does not show on my transactions although there is a 3 minute gap in my transactions where the bonus was playing . I have contacted via email for the company to check the game as although I am unable to prove the bonus win they need to investigate the game in question as there is clearly a fault .

Good morning. Both issues have been resolved as I found proof of the win in the game history . Thankyou

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Kerrybelle, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru