The player from Germany completed the bonus wagering requirements but had €100 deducted from her account, which left her with €68 in real money. She previously experienced a similar issue where €700 was deducted from her bonus money, leaving her with €240.
HitNSpin Casino - Player’s bonus winnings deducted after wagering.
Amount: €100
HitNSpin Casino
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Case opened
Current status
Waiting for Casino Guru to reply
3d 5h 55m 56s
Case summary
4 days ago
Public
Public
5 days 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:
Public
Public
5 days 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
Casino Guru is examining the case
