The player from Germany encountered a system error that reset his bonus balance to zero while he was in the middle of a game. He is certain he did not cancel the bonus and seeks clarification. The player considered the casino cleared up the isunderstanding of the situation and asked us to close the complaint.
SpinsBro Casino - Player’s bonus balance incorrectly reset to zero.
Amount: €1,096
SpinsBro Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Other
REJECTED
Case summary
4 months ago
Public
Public
9 months ago
Translation
Ladies and Gentlemen,
Due to an unknown error, my balance would be set to 0 during the game (bonus wagering) although I had a bonus balance of over 1 thousand euros.
Unfortunately.
I ask for clarification what happened here, I'm 300 percent sure that I didn't cancel my bonus.
I ask for help and enlightenment.
Best regards,
Stajic *****
Edited by a Casino Guru admin
Automatic translation:
Public
Public
9 months ago
Dear Pepe73,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SpinsBro Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
Did you contact the casino regarding the error? What did the casino reply?
Could you advise when exactly the incident happened and if you have any records about having the balance on your account?
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,
Tomas
Public
Public
9 months ago
Dear Pepe73,
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.
Sensitive attachment
Sensitive attachment
9 months ago
Translation
Hello Tomas,
Yes, I wrote to the casino.
No I haven't received any reply just Bonus Promotions emails.
Yes I have a screenshot of my game history.
This picture shows my bonus balance and my last bet that I made. thereafter there was no further game activity
I'll upload the picture so you can see it!
Thank you very much and best regards
Automatic translation:
Public
Public
9 months ago
Translation
Hello Tomas,
Yes, I wrote to the casino.
No I haven't received any reply just Bonus Promotions emails.
Yes I have a screenshot of my game history.
This picture shows my bonus balance and my last bet that I made. thereafter there was no further game activity
I'll upload the picture so you can see it!
Thank you very much and best regards
Automatic translation:
Public
Public
8 months ago
Good day Pepe73 & Tomas!
Tomas, can you please send us your email? We need to send you some evidence for this case.
Best regards,
SpinsBro Casino Team
Public
Public
8 months ago
Thanks to both parties for their reply.
Dear SpinsBro Casino representative,
Please send the evidence regarding the case to my email at tomas@casino.guru
Public
Public
8 months ago
Thanks for the email to the casino representative.
Dear Pepe73,
According to the casino's explanation, you canceled the bonus currently on your account.
It might have had the effect that your funds disappeared.
Do you remember canceling the bonus on your account?
Please let me know.
Please disable your AdBlock