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I had a casino promotion that offered a reload bonus based on the amount I deposited. I was awarded a bonus that I unlocked by returning it x35. After the rollover was completed, my balance was approximately €1,124.

When it came time to convert it into real Sardo, the casino reduced the amount converted into real Sardo to approximately €560, telling me that with this bonus, you can't win more than five times the value of the bonus itself. So, in this case, the bonus was €112, and multiplying it by five would result in a real balance of €560, basing their argument on the terms and conditions. I need your help because what the casino did is not legal, in my opinion.

ho una promozione del casinò che ha offerto un bonus ricarica in base all’importo ricaricato. Mi è stata assegnato un bonus che ho sbloccato tornandolo x35. A rollover completato il saldo era circa 1124 euro .

Al momento di convertirlo in sardo reale, il casinò mi ha ridotto l’importo trasformato in sardo reale in 560 € circa dicendomi che con tale bonus non ci può vincere più di cinque volte il valore del bonus se stesso quindi in questo caso il bonus era 112 € e moltiplicato per cinque si andava l’importo convertito in saldo reale di 560 € basando la loro tesi su termini e condizioni. Io ho bisogno del vostro aiuto in quanto ciò che casino ha fatto non è dal mio punto di vista regolare.

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Dear LelloX47,

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 played with? Please post a promo code, promotional email, or link you used to activate the offer here in this thread.
• How much did you deposit to activate this bonus?
• Have you tried contacting the casino regarding this issue?

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,

Kristina

So, let me explain in style and context what happened. After I topped up as per the promo, I received a €112 bonus.

Allora procedo con la spiegazione per stile e per segno di ciò che è successo. In seguito alla ricarica da me effettuata come da promo ho ricevuto un bonus di 112 €.

Or above I have attached the bonus screen and the top-up screen, the bonus has a x35 rollover which I unlocked, closing with approximately €1200

O sopra ti ho allegato lo screen del bonus e lo screen della ricarica il bonus ha un rollover x35 che io ho sbloccato arrivando a chiudere con 1200 € circa

When crediting the account, the casino credited €560, explaining to me that with free spins, where there is a maximum Rollo over x40, you can transform a real balance of x5

Al momento dell’accredito sull’account, il casinò ha accreditato 560 € dandomi come spiegazione che con le giocate gratuite, dove c’è un Rollo over x40 massimo si può trasformare in saldo reale un x5

When I contacted support, I was told that the casino's terms and conditions stipulate this. I reread the terms and conditions regarding bonuses, and that's actually not the case. They applied an article that, in my opinion, doesn't apply to the promo I received, which is a bonus resulting from a reload and not free spins. The relevant part of the terms and conditions is what I'm attaching.

Quando ho contattato l’assistenza mi è stato detto che termini e condizioni del regolamento del casinò prevede questo. Io sono andata a rileggere termini e condizioni in materia di bonus e realmente non è così loro hanno applicato un articolo che non dal mio punto di vista, si associa alla promo Che ho ottenuto che è un bonus derivante da una ricarica e non sono giri gratuiti il punto in questione del termini e condizioni, è questo che ti allego.

I am attaching the exact correspondence I had with customer service where it is clear that they apply terms and conditions which, however, do not include the bonus I received based on the top-up, give me regularly made

Ti allego le esatte intercorse intercorse con il servizio clienti dove è chiaro che loro si applicano un termini e condizioni che comunque sia, non inquadra il bonus che ho ricevuto in base alla ricarica, dammi regolarmente effettuato

For every explanation I asked about this behavior from the casino, which I don't consider transparent, I found a brick wall in which they say that it is provided for by the terms and conditions, but as you can see from the attached screenshot of the article that frames the term bonus conditions, something completely different is written compared to what they claim.

A ogni spiegazione in merito richiesta su tale comportamento da parte del casinò che io non lo ritengo trasparente, ho trovato un muro di gomma nella quale loro dicono che è previsto da termini e condizioni, ma come vedi dallo screenshot allegato dell’articolo che inquadra il termine condizioni bonus è scritto ben altra cosa rispetto a quello che loro sostengano

Unless I was able to extract the exact article in the terms and conditions where the casino claims it, I rely on the article extracted from their terms and conditions, where it is very clear that the reference of this article cannot be applied to my bonus in question, which is a reload bonus and not free spins with x40 rollover.

Almeno che nel termine condizioni non sia riuscita a estrapolare l’articolo esatto dove è previsto quello che rivendica il casinò, io mi baso sull’articolo estrapolato dal loro termine e condizioni, dove è ben chiaro che il riferimento di questo articolo non può essere applicato al mio bonus in questione, che è un bonus sulla ricarica e non sono giri gratuiti con rollover x40

I think it's fair that the casino demonstrates its claims so that I can accept the decision with complete peace of mind. Doing so seems like a stretch on the part of the casino itself. Again, I'm basing my argument on the article taken from the terms and conditions.

mi sembra giusto che il casinò dimostri quello che sostiene in maniera tale che io possa accettare la decisione in tutta serenità così facendo mi sembra una forzatura di parte del casinò stesso. Ripeto, io mi baso sull’articolo estrapolato da termine condizioni.

Dear LelloX47,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan (stefan.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear LelloX47,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Neon54 Casino to join this conversation and assist in addressing the complaint.

Dear Neon54 Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

ok I'll wait

ok rimango in attesa

Dear LelloX47,

We hope this message finds you well.

We apologize for the inconvenience you have encountered with our bonus offer.

Please be assured that the matter has been escalated internally, and I will provide you with a resolution as soon as possible.

Thank you for your understanding.

Kind Regards,

Neon54 Casino Team

I hope you're transparent and don't make fun of me. I hope this all boils down to a simple, trivial mistake that you've resolved promptly. I'd hate to reach a conclusion where I feel defrauded.

Speriamo che siate trasparenti e che non mi prendiate in giro spero che si concluda il tutto con un semplice banale errore da voi risolto in tempi celeri. Mi dispiacerebbe arrivare alla conclusione nella quale mi sento raggirato.

Dear Neon54 Casino Team,

Thank you for your update regarding the player’s bonus issue.

I will await your message with the resolution and appreciate your efforts in addressing this matter.

Dear All,

We have provided to Stefan via email the attached evidence showing the player’s balance at the time the wagering requirements were completed. The correct amount that should have been released to the player was €1,123.51; however, only €562.50 was credited.

We therefore acknowledge the discrepancy and confirm that we are prepared to return the deducted amount of €561 to the player’s Neon54 casino account.

We await your confirmation so we may proceed with crediting the refund to the player’s balance.

Thank you for your patience and cooperation.

Best Regards,

Neon54 Casino Team

Dear LelloX47,

The casino has acknowledged a discrepancy in the credited amount after the wagering requirements were completed. According to the casino, the correct amount that should have been released was €1,123.51; however, only €562.50 was credited.

The casino has confirmed that it is prepared to return the deducted amount of €561 to your Neon54 Casino account and is awaiting confirmation in order to proceed.

Could you please confirm whether you agree with this resolution so that the casino may credit the refund to your balance?

We look forward to your response.

I confirm that I agree with this resolution. I gladly accept the casino's acknowledgement of the error. For me, the matter ends here with the refund of €561.00 from the proposed casino. With this, I would like to emphasize the enormous thanks I can and must express to Casino Guru, to you, Stefan, and to the staff for the dedication with which you address the problems of us players.

Confermo che sono d’accordo con questa risoluzione accetto di buon grado il fatto che il casinò abbia riconosciuto l’errore per me la questione si chiude qui con riaccredito dell’importo di euro 561,00 dal casinò proposto. Con questo tengo a sottolineare l’enorme ringraziamento che posso e devo manifestare verso casinò guru , verso di te Stefan e verso lo staff per la devozione con la quale prendete a cura i problemi di noi giocatori

Dear Neon54 Casino Team,

Thank you for your confirmation and for acknowledging the discrepancy.

We have received the player’s response, in which they confirm that they agree with the proposed resolution and accept the refund of €561 to their Neon54 Casino account. The player has also confirmed that, once the refund is credited, they will consider the matter fully resolved.

You may therefore proceed with crediting the refund to the player’s balance.

Thank you for your cooperation and assistance in resolving this case.

Dear All,

We have submitted a request to credit the disputed amount of EUR 561 to the player’s balance.

We will keep you informed of any updates regarding the status of this credit.

Thank you all for your patience and cooperation.

Best Regards,

Neon54 Casino Team

Dear Neon54 Casino Team,

Thank you for the update.

We acknowledge that the request to credit the disputed amount of €561 to the player’s balance has been submitted. Please keep us informed once the credit has been successfully processed.

We appreciate your cooperation in bringing this matter to a close.

Dear All,

We are pleased to inform you that the specified amount has been successfully credited to the player’s balance.

Thank you all for your patience.

Best Regards,

Neon54 Casino Team

Dear LelloX47,

Could you please confirm the information provided? Additionally, would you like to proceed with withdrawing the funds from the casino, or do you consider this matter to be resolved?

I look forward to your response.

I confirm everything, money in account, thanks

Confermo il tutto soldi in account grazie

At the moment it won't let me withdraw, as soon as I withdraw I'll give you confirmation

Ad ora non mi fa prelevare appena prelevato ti do conferma

Dear LelloX47,

I hope you are doing well. Could you please provide us with an update regarding your withdrawal request? Your prompt response would be greatly appreciated.

I look forward to hearing from you.

Dear LelloX47,

Based on the information currently available, we believe that the winnings have already been wagered and that no additional wagering should be required at this stage. Please kindly wait while we clarify this matter with the casino on your behalf.

Dear Neon54 Casino,

Could you please clarify why the player’s refunded amount is subject to wagering requirements? As the winnings originating from the bonus have already met the wagering conditions, we believe that the refunded amount should not be required to be wagered again.

Your cooperation in clarifying this matter is greatly appreciated. We look forward to your response.

DearLelloX47,

We are writing to apologize for the previous misunderstanding regarding your account balance.

After further review, we have confirmed that the 561 EUR in your account is not subject to any wagering requirements. To resolve this, we will process a manual withdrawal directly to your bank account.

For your security, we have sent a private message to your registered email address requesting your banking details.

Please check your inbox and provide the requested information so we can complete the transfer as quickly as possible.

Best regards,

Neon54 Casino Team

Good morning, I don't see why I should withdraw via bank transfer. I prefer to withdraw, as I always have, via credit card, which I regularly use to fund and withdraw from my account. All you have to do is release the amount and give me the option to withdraw. The error is your fault, yet another one. I don't know if Casino Guru had intervened, how the situation would have ended, but it doesn't seem like a pleasant situation for someone who regularly plays on your site. So, please, release the funds and give me the option to withdraw, as I'm entitled to.

Buongiorno, io non vedo il motivo per la quale debba prelevare con un bonifico bancario. Io preferisco prelevare come ho sempre prelevato tramite carta di credito con la quale regolarmente ricarico il conto e prelevo dal conto. Basta che voi sbloccate l’importo e dati la possibilità di prelevare l’errore è un errore vostro l’ennesimo io non so se casinò guru fosse intervenuto come sarebbe finita la situazione, ma non mi sembra una situazione piacevole per l’uno che comunque sia gioca regolarmente sul vostro sito, quindi fatemi per favore la cortesia di sbloccare i soldi e dammi la possibilità di prelevare come dal mio diritto

Dear Neon54 Casino,

We kindly ask whether it would be possible to release the funds so that the player may proceed with a withdrawal using a credit card.

We look forward to your response.

Good morning, Casino Guru. When I replayed the money in my account, I finally managed to unlock it despite, as you can see, the casino's lack of cooperation, which is no coincidence, both in the failure to credit the bonus total and in the withdrawal of the same. Without your help, it would have been impossible for me to resolve the situation. I have a strong feeling that this is not a one-off, but I fear it is a frequent occurrence. In any case, the withdrawal was completed today, and as far as I'm concerned, the complaint can be considered closed. I would like to take this opportunity to thank the staff for their cooperation.

CAsino guru buongiorno nel rigiocare i soldi in account alla fine sono riuscito a sbloccarli nonostante come vedi la non collaborazione del casinò che non per caso sia sul mancato accredito del totale del bonus sia nel prelievo dello stesso il tutto senza il vostro aiuto sarebbe per me stato imposs Risolvere la situazione . Ho la netta sensazione che non sia un caso ma ho paura che sia una situazione frequente. Comunque oggi il prelievo si è concluso e per me il reclamo può ritenersi chiuso. Colgo l’occasione per ringraziare lo staff per la collaborazione.

Dear LelloX47,

We are pleased to confirm that your recent withdrawal has been successfully processed.

Please accept our sincere apologies for the inconvenience you experienced during this process; we appreciate your patience while we worked to resolve this for you.

To ensure the funds reach you as quickly as possible, we have opted to facilitate the remaining transfer via Bank.

Thank you all for your patience and cooperation.

Best Regards,

Neon54 Casino Team

Dear LelloX47,

We kindly ask you to confirm whether you have successfully received the funds from the casino.

Your confirmation will help us proceed with the review and ensure that the matter is properly concluded. Should you encounter any issues or require further assistance, please do not hesitate to inform us.

We look forward to your response.

I confirm receipt of funds on my credit card.

confermo ricezione fondi su carta di credito.

Dear LelloX47,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Stefan

Casino.Guru