Live Casino House - Player’s questioning bonus rules.

I made my first deposit, hit Relax's Temple Temple, pulled a free spin, and got a winnings of about $ 30, but when I checked the balance in the lobby, the winnings I made in cash were reflected in the bonus balance. When I read the explanation, it was written that the bonus can be used when the cache becomes 0, so I reported it to chat support, but the response was too terrible and I made a complaint to the support of the head office. However, I did not agree with the answer here either, so I came here as a third-party organization. According to the explanation, it seems that lock bonus points are given in addition to the deposit bonus, and it was said that when hitting a slot, it will be consumed before cash, but I am not convinced.

If so, I think the description of the lock bonus should be posted on the site as well. After using it without knowing it, the order is different in the explanation, right?

We can't forgive this winning money issue and the chat attitude that makes the player moss, so it's not worth it unless you get the minimum nuisance fee or apology fee!

Dear blondsaurus5234,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you have activated a Deposit bonus first? Consequently, you won on Free spin and the winnings were added to your bonus balance, is that correct?

Could you please forward a screenshot of your bonus history and your game log? My email address is

petronela.k@casino.guru.

Looking forward to hearing from you.

Best regards,

Petronela

Dear blondsaurus5234,

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

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.