QuickWin Casino - Player misled by casino over bonus terms.

I had a pending withdrawal, and made a deposit of $100 and selected the bonus of 50% match and free spins.

I did not receive the bonus. I thought it was a glitch, so I did it again. Still no bonus.

I contacted live chat. I was told that the bonuses will be paid after my withdrawal was processed, and cannot be added on while withdrawals are processing.

I made several more deposits, while waiting for my bonus. A total of $700 over 7 deposits of $100. Each time, the bonus was selected from my account menu.

I contacted support again, and was told the same thing.

I did not hear from them for a week. I contacted them, and was told complaint was closed and my withdrawal was complete. This time the support agent told me that when a withdrawal processing, deposits aren’t eligible for bonuses. Contrary to his colleagues.

I wouldn’t have continued depositing if 2 of their colleagues hadn’t misled me.

attached logs of conversations about bonuses.

Dear Sgbnz2007,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Can you kindly inform us whether you utilized the money you deposited, specifically if you placed any wagers using those funds? I'm trying to ascertain if you made a deposit, left the funds untouched in your casino account for withdrawal processing, and then waited for an assured bonus to be activated. However, it appears that you might have already used these funds for gameplay. Is my understanding accurate?

Looking forward to hearing from you.

Best regards,

Petronela

Yes that is correct.

I deposited $100, with the bonus activated. Did not receive if. Used the $100.

I did this 7 times because the LIVE chat told me I would receive my bonuses after a withdrawal ( I had this pending before I made deposits) was processed. If I was told I was not eligible for bonuses, I would not have continued to deposit.

Could you kindly provide any supporting evidence or relevant communication that would demonstrate you were informed that a promised bonus would be applied to your deposited funds, even in the event of a depleted real money balance? My email address is petronela.k@casino.guru. It's important to understand that the situation would be different if your deposited funds were still intact in your casino account. However, given that you've already lost your funds, the casino may face limitations in awarding a bonus to an account with a zero balance.

I have sent an email with topic line as heading to this post.

I'm sorry but I haven't found any mention of a promise that any bonuses that were not applied to your account previously will be added later when the withdrawal is not pending anymore.

Please understand that the casino is not obligated to reward its players with any promotional offers if they have pending withdrawals. You were clearly informed about this fact by a live chat representative and I'm afraid we won't be able to assist you with this matter.

Dear Sgbnz2007,

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.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.