Casinia Casino - Pelaajan bonusvoittoja ei hyvitetä.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please clarify which bonus you intended to activate? Please post a link or promo code you used to activate the offer here in this thread.
• Did the casino clarify why the bonus wasn't credited to you?
• Have you deposited any real money funds in order to activate the promotion?

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,

Attila

Hello

I bought a bonus that I received via email: 85% up to, I think, €120 for €30. A bonus was also credited to my account after the purchase. Yes, I deposited with real money. I'll add a screenshot later.

No, even the support team couldn't explain to me why I'm not getting the bonus.

Hallo

Ich hatte mir einen bonus gekauft das ich per email bekam 85% bis zu glaub 120 € für 30 euro .da wurde mir nach dem Kauf auch eine crabe gut geschrieben .Ja habe mit echten Geld eingezahlt Screenshot fühe ich noch hinzu

Nein selbst der Support hat es mir nicht erklärt warum ich den bonus nicht bekomme .

Thank you for your reply.

I am still a bit unclear about the issue. Is your complaint about the missing €20 clover reward from the Bonus Grab feature, or about the 85% deposit bonus?

Additionally, did the €20 reward ever appear in your account and then get removed, or was it never credited at all?

When did the casino first inform you that your account was no longer eligible for bonuses—before or after you activated the promotion?

I look forward to your reply.

Hello

It's about the missing 20 euro cloverleaf bonus. It wasn't credited at all.

Casino didn't inform me about this at all. After I used the bonus crab function and landed the cloverleaf, and I saw that this winnings, the €20 cloverleaf bonus, hadn't been credited to my account, my husband contacted support via my PC, specifically the live chat, to ask why the cloverleaf winnings hadn't been credited. Only then did we find out that my account was no longer eligible for bonuses.

hallo

es geht um die fehlende 20 euro kleeblatt prämie .sie wurde überhaupt nicht gut geschrieben.

das caqsino hat mich überhaupt nicht darüber informiertz sondern nach de ich die bonus crab funktion benutzut habe u das kleeblatt angelte u ich sah das mir dieser gewinn also die 20 euro kleeblatt prämie nicht gut geschrieben wurde hat mein ehemann über meinen pc den support angeschrieben also den live chat um nach zufragen wieso der gewinn des kleeblatt nicht guitgesechrieben worden ist, erst da haben wir erfahren das mein konto nicht6 mehr für boni berechtigt sei .

Thank you for your clarification.

In order for us to assess your complaint, could you please provide any of the following?

• A video recording of the winning session.
• Your complete game history and bonus history covering the relevant period.
• Your transaction history showing that the €20 reward was never credited.
• Any screenshots showing the €20 clover being won.

You can attach the evidence here or send it to attila.g@casino.guru.

Thank you in advance for your cooperation.

Hello

I just sent everything to them via email and unfortunately there's no screenshot of the cloverleaf prize...

[Redacted]

Hallo

Habe eben alles ihlen per email gesendet u leider gibt es kein Screenshot von dem kleeblatt gewinn ....

[Redacted]

Thank you for your patience and for providing all the information and documents you had available.

Unfortunately, since there is no screenshot, video recording, or other evidence confirming that the €20 clover reward was won but not credited, we are unable to pursue a formal claim with the casino. Likewise, we were unable to find any record in the provided materials showing that the reward should have been credited to your account.

We understand this is disappointing. For future reference, we recommend keeping screenshots or video recordings of such incidents whenever possible, as they are often the only way to verify technical issues of this nature.

As we do not have sufficient evidence to support your claim, I am unfortunately forced to reject this complaint.

Thank you for your understanding.

Best regards,

Attila