The player from Italy had his bonus winnings cancelled due to unfinished wagering requirements. We rejected the complaint because the player didn't respond to our messages and questions.
Hello my casino has canceled my winnings and consequently my withdrawal because it says I have not met the wagering requirements. After I asked in training, at the time, no one specified this thing to me and now I have my winnings canceled.
Dear Fabio,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please specify which bonus you have redeemed and played? I would like to check the terms and conditions.
Additionally, if there’s any relevant communication, please forward it along with your bonus history to petronela.k@casino.guru.
I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.
Best regards,
Petronela
I sent you by email attached the various communications with them and the bonus history
Thank you very much, Fabio, for forwarding all the relevant communication. Do I understand correctly that you've been accused of placing greater bets than the allowed ones during the bonus wagering completion?
Hello Fabio,
If you are aware of placing higher bets then the allowed ones, sadly, there is not much we can do to support your case at this time.
We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.
I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.
Please do not hesitate to forward your game history to petronela.k@casino.guru if you feel that you’ve been accused mistakenly, otherwise, I will be forced to reject your complaint.