The player from Japan had his active balance voided after requesting bonus cancellation. Player’s complaint has been resolved successfully.
HappiStar Casino - Player’s active balance has been removed.
Amount: $1,000
HappiStar Casino
Safety Index:Below averageSafety Index
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6.4
HappiStar Casino has a Safety Index of 6.4, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
There is a deposit bonus in chat, but when I asked if it was possible to withdraw by deleting it, it was said that I could do it.
Specifically, there is 1200 dollars and 200 dollars is a bonus, but I asked if there is no mistake in recognizing that the difference of 1000 dollars remains
I received a reply saying that it was Mr. Left, so when I deleted the bonus, about 1000 dollars disappeared, and even if I inquired to return it, I can not do it, so I would like you to solve it.
The other party admits that the wording was bad, but it is said that it can not be corrected.
Automatic translation:
Public
Public
2 years ago
Dear Yuto,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked bonus terms and conditions, and this is what I found (here):
"GENERAL PROMOTION TERMS
...
8. On Cancelling An Active Bonus:
a. Please remember that the first consumed when bets are placed are the Deposit Money
b. If an active bonus is cancelled and bets were already placed, or a portion of the balance was already used to play it will be deducted from whatever amount was left of your Deposit Money"
Please understand if you have activated a promotional offer when depositing funds into your account and afterwards, asked your bonus to be cancelled there is not much we can do for you. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.
Please do not hesitate to contact me if there is anything else, I could do for you in this matter, otherwise, I will be forced to reject your complaint. Thank you for your understanding.
Best regards,
Petronela
Public
Public
2 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Yuto, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
