Nitrobetting Casino - Player is dissatisfied with a free spin bonus.

They had a Christmas free spin deal for depositors. I got 25mbtc . As I always do, I double checked with them to make sure I had the play back rules correct because they weren't available on the page about the free spins. I was told I had to play it through three times and then twice and then not at all. Come to find out, there's no play through and I ended up playing back about $500 bucks of a win. After I complained I was lied to and told for me only there's no play through the rest of the days of the free spins and was given 10 free spins make up for the huge loss. Of course I was not happy and they didn't give me anything to fix the issue, outside of ten free spins that weren't worth anything in the ballpark. I was told if I complained publicly they would delete my account. I told them I am feeling bamboozled and taken advantage of because I was very aware that there was in fact no play through requirements for the free spins. I was lied to repeatedly as a result of not being happy about the huge loss. Nothing has been done to rectify the situation still so I'm here asking you guys for your help to get my winnings back or at least make this situation known. I have all the screenshots to prove the habitual lying and pack of caring to fix the issue. Chile is too large to attach.

Dear RaeMRae84,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Please allow me to ask you a few questions so I better understand the situation. I also changed the disputed value to 25 mBTC down from 25 BTC.

Could you please share with us how the promotional offer was presented to you? How did you find out what the correct wagering of the bonus was after your partial loss?

Thank you very much in advance for your reply.

Best regards,

Tomas

Yes, thanks kindly it wouldn't allow me to put .025 ..... They had the 12 data of Christmas free spins and the store had no info on playthrough. I went to the customer service and was given a random answer that later was different from what he originally said, so I asked another guy who told me there was no play through requirements for this specific bonus. I took screenshots of the site and the answers. I also made a ticket in which I was told again by another staff member that there was no playthrough. If there's an email I'll be happy to send it. And I lost it all. I went back to ask again halfway through the loss and that's when I was told one playthrough, instead of two.... But checked the ticket and was told there that there's no playthrough .

Thanks for your message I reviewed the available information.

Do I understand correctly the bonus had a wagering requirement of 2x winnings which you completed, but later the wagering requirement was removed via a management decision?

Please note that If you were misinformed about the wagering of your free spins, the most we would ask the casino to restore the bonus that the casino in large part offered to do by granting you additional 10 free spins. We Would not push the casino to return your winnings as these were played down in regular gameplay and thus weren't confiscated.

Please let me know if I overlooked any information and please let me know how you wish the situation to be resolved.

No. The manager claimed he did me a favor by taking off the wagerung requirement that never actually existed, according to the other employees who told me the same thing two days prior to him saying so. There was never a requirement on this specific bonus. They're usual requirements are 2x rollover.

Dear RaeMRae84,

In the terms and conditions https://nitrobetting.eu/rules-regulations/

"PROMOTIONAL FUNDS

Any funds added to your account via free rolls, contests, and bonuses carry a mandatory 3X rollover unless otherwise noted."

Presumably, at the time of the incident, this was 2x as the casino representative informed you about in their explanation from 27th of December. Were you aware of the terms and conditions specifying what the rules of the promotion were?

You only received the incorrect information from the support (Arian) after the obligatory wagering was complete, which was explained to you by the casino representative via email.

From our point of view, the casino acted correctly by offering compensation for the fact you were misinformed by the casino support.

Please let me know how you wish the situation to be resolved.

False. As I stated, I've got a few friends who use the casino as well. They checked as well. And, more than one person told me about the no play through. Also, I was told twice before the supervisor spoke to me about it and claimed it was incorrect

Could you please specify when you claimed and played the bonus in question? When did your friends accept and played the bonus? When exactly did they inform you about what the wagering of the bonus was?

It was a Christmas, end of year bonus for depositors. They messaged me and gave me my winnings back. Thank you for your help.

Dear RaeMRae84,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Tomas

Casino.Guru