A player from Germany completed the bonus wagering requirements but had €100 deducted from her account, leaving her with €68 in real money. She had previously experienced a similar issue where €700 was deducted from her bonus money, leaving her with €240. The issue was resolved after communication with the casino, and the player confirmed the resolution. The complaint was marked as resolved.
HitNSpin Casino - Player’s bonus winnings deducted after wagering.
Amount: €100
HitNSpin Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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4 months ago
Translation
I have on 28.06 2024
I deposited €25 with a bonus and had to wager €950 in bonus money. When I still had €168, I wagered the bonus and suddenly €100 was deducted so that I still had €68 in real money in my account. I don't understand that and have never experienced anything like it... That was the last time I played with a bonus in this casino. After the €100 was deducted, I didn't win any more. I played 140 spins on one game at 0.20 cents and didn't get a single free spin.
This is the second time now.
Last time I had €940 in bonus money and €700 in bonus money was deducted from me so I still had €240 in real money. I don't understand that.
Playing like this is no fun
Kind regards, Kerstin Y*****
Edited by a Casino Guru admin
Automatic translation:
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4 months ago
Dear kerstinyildiz93,
Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’re facing.
To better understand and assist with your case, could you please provide more details regarding the following:
- Can you provide any screenshots or records of your account balance and transactions around the time the deductions occurred?
- Have you reviewed the terms and conditions associated with the bonus? Sometimes, specific wagering requirements or game restrictions can lead to deductions.
- Did you contact the casino’s customer support about this issue? If so, what was their response?
If you have any relevant communication with the casino regarding this matter, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
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4 months ago
Dear kerstinyildiz93
Thank you for the complaint.
Please kindly specify the name of the bonus you used (or description), we will investigate.
Best regards
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4 months ago
Translation
I had to wager a bonus of €900
When I still had €168 and had wagered €800 of the bonus, €100 was deducted from the €168 so that I only had €68 in real money. But you can't prove that in the game because the bonus money isn't visible there. I can't take a screenshot of it either because I don't film my playing. And every time I want to go into the live chat it doesn't work. It's happened before when they deducted €700 from €940 so that I only had €240 in real money left.
Kind regards, Kerstin Y*****
Edited by a Casino Guru admin
Automatic translation:
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4 months ago
Dear kerstinyildiz93
Can you please specify the name or describe what kind of bonus offer it was?
Maybe a promo-code?
Thank you!
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4 months ago
Translation
That was a bonus they offer every day. I don't know where I got it from, whether from Instagram or WhatsApp. I'm sorry.
Automatic translation:
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4 months ago
Translation
You can close the case. It's been resolved. But there's a new problem...
Automatic translation:
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4 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, kerstinyildiz93, for your cooperation and 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
PS: If you're experiencing a different issue, please submit a new complaint. Thank you.
