The player from Germany has been accused of bonus abuse. The casino confiscated his winnings. The complaint was rejected because the player didn't respond to our messages and questions.
Hello,
I am accused of bonus abuse.
I played a bonus at the casino and then deposited again.
While playing, I noticed that the bonus reactivated even though I had closed it.
Now the casino collects my winnings + my last deposit.
I don't feel like I'm being treated fairly.
Can you help clear this up?
Dear Mwandi,
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 completed the wagering requirements before you made the deposit? How much money was in your balance at that point?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina