Fluffy Wins Casino - Player has an unspecified issue.

they took my bonus of 123 pounds from my account nine weeks i have been waiting

Dear darkmatt99,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with Fluffy Wins Casino. I’m afraid I will need more information regarding your problem. Please could you elaborate?

Was there any balance on your account confiscated by the casino? Was there any pending withdrawal you requested? Did you successfully complete account verification?

Looking forward to your response.

Best regards,

Tomas

no i had bonus but i built it up from my money what i put on yes i sent all documents to them but no response

this is all i get

Thanks for your message,

Do I understand correctly that you send an email to the email address provided and you submitted proof of income to the casino as well?

How long were you a player of the casino? Did you complete KYC verification in the casino?

Looking forward to hearing from you.

hi yes sent my bank statements off and i emailed the casino yes they had all my documentation ive been suspended since 1st march

anyone helping me

Thanks for your patience.

Could you please advise if you have received any communication from the casino relevant to the issues you are experiencing? If yes, please forward it to my email address at tomas@casino.guru

I'll await your reply.

no nothing all they keep doing is giving me ticket numbers they dont reply to my emails jumpman gaming

anyone going to help doesnt seem to be any help

Thank you very much, darkmatt99, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, darkmatt99,

From now on, I will assist you with the complaint.

Before I invite a casino representative to this thread, allow me please to ask you a few questions to clarify the situation.

Do I understand correctly that you played with the bonus, collected some bonus features while playing with the bonus money, and then completed them with a real money balance, so the winnings were credited to your real money balance?

Can you please try to describe the issue in more detail, everything that happened, step by step?

I am afraid it is not clear so far.

so what happened is that i put money on lost it it went into bonus money then i was going to go on it the next day when they took it off my account so then they told me because i hadnt played the bonus in 48 hours i lost it i got it up to 123 pounds so this was not my fault this has been twelve weks now they havent even bothered to say if i can have my game back on

Alright, darkmatt99,

Now I would like to invite Fluffy Wins Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Fluffy Wins Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What exactly happened there? Why has the player's account been frozen and the winnings confiscated? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

is this fluffy wins 123 pound in bonus what i built up they took

have you heard anything yet

No, nothing yet. If I had anything, I would share it with you here.

Let's stay positive and patient, and wait for the casino's response.

Thank you for your patience and understanding.

Dear darkmatt99,

I was in contact with the casino representative. I was provided with information that you should have been contacted by the casino's support team.

Have they already contacted you? If yes, what information did you receive? Is there any progress on your issue?

today i had an email but they still havent resolved my issue they reckon i gamble too much which i dont but i have asked them to give me my bonus back of 123 pounds to play

still no response

Alright, darkmatt99. I understand.

Can you please forward me all the mentioned communication with the casino to my email (branislav.b@casino.guru)? Also, could you inform me of any updates?

In the meantime, I will try to connect with the casino representative outside this thread.

Dear darkmatt99,

Thank you for your emails and the details provided.

However, I have a few more questions regarding your issue.

When exactly was the disputed bonus offered to you or when exactly were you informed about this bonus offer, and how was the disputed bonus offered to you? Did you see it somewhere in your account, or did you receive an email with this bonus offer? Did you activate the bonus before your accounts were blocked? If you activated this bonus, did you play with the bonus funds, or were the accounts blocked earlier than you managed to? Did you meet the wagering requirements for this bonus, or were there bonus funds that needed to be wagered?

Please note that if you did not meet all the bonus/general bonus terms and conditions, and we are talking about only winnings from a bonus that were not wagered for the needed number of times, it is not possible to withdraw such funds, and it is not considered real money or withdrawable funds at all.

When exactly were your accounts blocked, and what exact bonus are we talking about? If there are any special terms and conditions for this bonus, are you please able to find this offer on the casino's website and send me a link to it or send me the terms and conditions for this bonus? If you are not sure about this information, can you please ask the Jumpman representative to provide you with it?

I see in the provided screenshots that you are still in contact with someone from Jumpman. Can you also ask them if their offer to provide you with an alternative bonus relates to all your blocked accounts falling under Jumpman? What alternative bonus did they offer you?

Also, the Jumpan representative asked you to provide them with some information and details - please, forward me the complete communication with them, not just screenshots with their replies.

i put money on i lost it so it went into bonus funds which i went to play to win in real money but they disabled my games before i could finish them then they told me that because i hadnt played in the 48 hrs they took my bonuses off my account

Dear darkmatt99,

Based on the information you provided in the related complaint (available HERE), we consider the issue resolved.

"hi i have sorted things out myself jumpman has give me my bonuses back on royal spins and fluffy wins so you can close my case thank u"

Thank you for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. 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.

Best regards,

Branislav, Casino.guru