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Bonus ID: 12326

I received that bonus, generated profits of 9881 pesos, with a requirement to cover 98800 in bets using those profits. The total requirement was met. I asked for help from support and their argument that the bonus balance is removed and "only eligible winnings are converted" does not hold up in this case due to an obvious system error:

My original winnings from the 100 free spins were $9,881 MXN, as recorded by your platform on the corresponding card. The wagering requirement was $98,800 MXN, which I fully met.

At the end of the rollover, the system did NOT convert my money to real balance, but instead generated a NEW bonus card for a random amount of $323.50 MXN (as seen at the top of the image).

They generated a random bonus for me instead of honoring the $9881 wagering requirements.

Bonus ID: 12326

Recibi ese bono, genere ganancias por 9881 pesos, con un requisito de cubrir 98800 en apuestas usando esas ganancias, el total del requisito fue cubierto, pedi ayuda a soporte y su argumento de que el saldo de bonificación se elimina y "solo se convierten las ganancias elegibles" no se sostiene en este caso debido a un error evidente del sistema:

Mi ganancia original de los 100 giros gratis fue de $9,881 MXN, tal como lo registró su plataforma en la tarjeta correspondiente.El requisito de apuesta exigido fue de $98,800 MXN, el cual completé en su totalidad.

Al finalizar el rollover, el sistema NO convirtió mi dinero a saldo real, sino que generó una NUEVA tarjeta de bono por un monto aleatorio de $323.50 MXN (como se ve en la parte superior de la imagen).

Me generaron un bono random en vez de respetar los $9881 al completar los requisitos de apuesta

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Hello Jdserrano,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• What types of games did you play while the bonus was active? Did you mainly play one game, or did you switch between multiple games?
• Kindly describe your gaming style in more detail (for example, bet sizes, frequency of play, or any noticeable changes during the bonus play).
• Have you successfully completed the full KYC verification at this casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Karla M.