HomeComplaintsKosmonaut Casino - Player couldn't withdraw her Free Spins winnings.

Kosmonaut Casino - Player couldn't withdraw her Free Spins winnings.

Amount: 517 R$

Kosmonaut Casino
Safety Index:High
Submitted: 15 Nov 2022 | Case closed : 13 Dec 2022
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

1 year ago

The player from Brazil is questioning the wagering requirements for Free Spins.

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1 year ago
Translation

Hello good afternoon

I accepted 2 offers from this bookmaker

Where depositing, I would be entitled to 2 waves of free spins, in each offer






The first free spins were added to my account normally, and I was able to withdraw my winnings


Plus the second portion of free spins plus was automatically credited to my account.

I had to contact his chat so they could add the spins to my account.

They added the missing spins to my account, but added a rollover for me to make free spins winnings, and the offer is free spins with no wagering requirements.

The offer expired on the same day and I was unable to withdraw the free spins winnings.

The chat agent confirmed to me several times that the free spins are with a 0 wagering requirement yet he said that I would have to complete the rollover/wagering requirements in order to be able to withdraw my winnings

Automatic translation:
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1 year ago

Dear Solarizy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions but I didn't find specific rules for Big Wild Buffalo 190 No Wager Free Spins promotion.


file


Are these the disputed Free Spins or these are the ones that you got approved?


file


Could you please forward your game history to petronela.k@casino.guru?

Thank you in advance for your reply. I hope we will be able to help you to resolve this issue as soon as possible.

Best regards,

Petronela

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1 year ago
Translation

Are these the free spins played or are these the ones you approved?


I don't understand your question!, these are the second portion of free spins of the offer

The first portion of 50/95 was automatically deposited in my account

As the second portion didn't land on my account, they manually added it.


History of what period?,the play history of the offer?


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1 year ago

I understand now. From the total of 95 Free Spins, you received 50 first and then another 45 were added to your account but with wagering attached to them, correct?

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1 year ago
Translation

There were 2 offers

One with 50+50 spins the other with 95+95 spins.

I received 50 spins from the first offer

After 95 of the second offer.

There was a +50 missing from the first of the first offer

and +95 spins from the second offer.

It was these missing spins that added wagering requirements. filefile


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1 year ago

Thank you very much, Solarizy, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

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1 year ago

Hello Solarizy,


I am sorry to hear about your troubles.


I would like to invite the casino representative into the case:


Dear casino representative, could you please check the case and explain to us what happened?

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1 year ago

Hello!


The player took the bonus on the last day of the promotion, the bonus consists of two packs, which are issued one after the other, one and then 24 hours later the second pack.


The second pack was not credited to the player, as it was already the next day after the end of the promotion.


Our casino managers, on the contrary, gave freespins the day after the end of the promotion but with the wager of course, even considering her high bonus ratio. The player should pay more attention to the timing of promotions and carefully read the rules of bonuses 🙂


Best regards,

Kosmonaut Casino

Edited
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1 year ago

Dear casino representative, did you inform the player that this bonus comes with the wagering? Did you explain the situation to her? (about promo expiration time)

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1 year ago

The casino doesn't have to personally explain the terms and conditions of the promotion to each player, for this there are bonus terms and conditions of each promotion, which players must read before using the promotion.


Yes, sure, the player has been informed.

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1 year ago

Dear Solarizy,


The casino representative explained the situation. If you were informed that the spins you got after the promotion expired have wagering requirements, you need to complete the wagering to withdraw winnings.

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1 year ago
Translation

The promotion expired because the remaining spins were not automatically added to my account the next day.

Automatic translation:
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1 year ago

Dear Solarizy,


Could you please tell me (and ideally send a screenshot) when you claimed the free spins and when you received the free spins?

(screens from game history/promo history)


Because from the screenshots first promotion starts 8.11. and ends on 9.11. and the second one starts at 10.11 and ends at 11.11.


Based on what the casino's representative wrote, you claimed the first promo on 9.11. and because the promo expired the next day, they gave you, instead of 50FS, the 95FS from a second promo.

(Normally, after the expiration, you should lose all the balance generated from these spins)

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1 year ago

Dear Solarizy,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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1 year ago
Translation

You can close the claim

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1 year ago

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

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