asgard181 year ago
Hello, the bonus terms and conditions state that it is a non-sticky bonus and that real money is used first. I had deposited €100 + bonus. After a few spins I had over €1000. Since the bonus is not sticky according to the terms and conditions, I canceled it. After that, only €100 (deposit) was left in my balance. You claim that I played with bonus money first and so the money is gone. I can't do that. If it says in your terms and conditions that I play with real money first, that happens automatically. That's not true at all.
Hello, I'm sorry to hear that you've come across this problem. Have you read the Terms and Conditions properly regarding bonuses and what you can and cannot do? Could you post a screenshot of the bonus you played with?
I have already filed an official complaint. I have read the terms and conditions. A non-sticky bonus is offered, but they act like a sticky bonus. That is not correct.
Hello,
There is actually one thing that concerns me a bit. Based on what rule did the casino considered your bonus a sticky - as you suggested, please? Expecialy the quotaing you posted in the complaint is interesting:
"All bonuses are non-sticky. This means that you cannot request your withdrawal until the wagering requirements are fully met. Also, you start playing for real money first, then bonus money, and once the bonus money is lost, the bonus is lost too"
I would like to look at it more closely later.
We will, in any case, try to stick with your complaint process. You may rest assured it will be handled properly.
It's all totally contradictory. I've saved all the emails. First they say that I played with bonus money first, even though the terms and conditions say the other way around. Playing with bonus money first isn't possible in any casino I know of. Later they admitted that it was real money first. But what's the point if they treat it as "sticky" anyway, even though the terms and conditions say "non-sticky"
It is an interesting situation, as I could say, and we will need to wait for your complaint to proceed further and hopefully get resolved soon in the best way possible.🤞
We'll watch this case closely, for sure.
It only gets really interesting when the casino actually comments on this. They advertise non-sticky and then you get deceived.
When the complaint moves forward and nothing is resolved, we will definitely contact the casino and see what they say and what we find out.
Hopefully everything will be cleared up.
It's all totally contradictory. I've saved all the emails. First they say that I played with bonus money first, even though the terms and conditions say the other way around. Playing with bonus money first isn't possible in any casino I know of. Later they admitted that it was real money first. But what's the point if they treat it as "sticky" anyway, even though the terms and conditions say "non-sticky"
I have to admit I'm also more familiar with the variant through which the real money is usually used for bets first.
In any case, I was meant to ask you this part you mentioned in the complaint:
"All bonuses are non-sticky. This means that you cannot request your withdrawal until the wagering requirements are fully met. Also, you start playing for real money first, then bonus money, and once the bonus money is lost, the bonus is lost too" comes from the casino's terms or from the streamer, please?
I still find it quite curious that such a casino would oppose own terms so openly. I expect complaint to explain the whole context, of course.
This is from the casino's bonus terms and conditions!
Thank you for that. We will keep an eye on this case now.
A week has passed and nothing has happened. What happens now?
I can see that our team is working on your complaint, and I will talk to Dominika today to find out if she learned anything more.😉
Hopefully she will be able to update you as soon as possible, even though our team has to deal with hundreds of complaints every day.
Please be patient and wait for her reply.🙏
I filed a complaint against this casino but just wanted to post a warning for people reading the forum looking for info.
If you deposit on this casino and lose it and account zeroed out. If you make a fresh deposit or given cashback or anytihng like that...they try to make you wager your prior lost deposit 3x.
Even when their own terms state
According to our policy, all deposits must be wagered 3 times before withdrawals related to those deposits can be processed.
They are trying to make you wager prior lost deposits that have no relation to fresh deposit or different promos.
Very shady casino.
Do not play here. They change their terms on you and if you complain and win your complaint, they will disable your account.
Very vicious and childish casino
So, from what I understand, they closed your account, but it was resolved in the end? Or how is it? I saw that your complaint is marked as resolved, so I'm curious.
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