The player from Latvia had received a bonus code through email but upon entering it, he had received the wrong bonus. Instead of obtaining free spins, his spins had used his real money, amounting to 20EUR. The Complaints Team had attempted to communicate with the player to resolve the issue, but due to a lack of response from the player, we were unable to continue the investigation or provide potential solutions. The complaint was thus rejected.
Onedun Casino - Player received the wrong bonus.
Amount: €20
Onedun Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.1
Onedun Casino has a Safety Index of 8.1, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
11 months ago
Public
Public
11 months ago
Hi. Recive email wiyh bonus code, enter it but got wrong bonus . Free spins use rwal money. So i got 15 free spins for deposit and level up, make spin , and it was for my money 20 eur, not free.
Public
Public
11 months ago
Dear aolegf,
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.
- Could you advise if you received the bonus from the casino directly or from a third party (affiliate)?
- How much was your last deposit?
- How much is your active balance now?
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
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Public
Public
11 months ago
Dear aolegf,
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.
Public
Public
11 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
