The player from Spain had his bonus winnings cancelled due to unfinished wagering requirements. After a closer examination, we ended up rejecting this complaint as unjustified.
Sportium Casino - Player’s winnings have been voided.
Amount: €500
Sportium 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
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Buenas tardes,
I recently had a problem with an online casino, "Sportium".
They give me a bonus of €30 to play in the casino, I use it with live roulette, I raise the capital up to €1770. I call customer service to make sure of the rules and to be told the limitation in time to spend the bonus. That night I called customer service three times, because as the capital increased with the prizes I wanted to make sure that I met the casino's requirements to be able to release the bonus and get the cash, which was a maximum of €500.
In the second call, the support girl tells me that I have 24 hours to continue playing, that is, it was Monday 12.12.22 around 11:00 p.m. and they gave me time until Tuesday at 11:59 p.m.
As I keep playing and raising the winning capital, I make another call to make sure of the limit and the girl, another person, informs me that I have until Wednesday night at 11:59 p.m.
I take a 5-minute break, it was already around 12:15 p.m. on Tuesday.
When I go back to the page, to my surprise, the playable capital being €1770 had disappeared from the account, just as I say. there was €5 from another promo that did not interest me.
I call them the next day to see what has happened and try to get my account restored and they tell me that the conditions of the bonus put an end to its use on Tuesday at 00:00. How?
but if I crossed the zero hour barrier from Monday to Tuesday and continued playing, I understood then that they had fooled me and they had seen that I was capable of getting the bonus prize that consisted of multiplying €30 x 30 times with plays, In other words, playing for a value of €900, (some astronomical requirements), but I already had more or less 50% of the requirements covered and with the playable capital of €1770 it was very easy for me to get my prize.
Conclusion, I have been blocked in roulette. They do not give me the reason in the support. I feel cheated, they have acted like gangsters, scammers.
For all this, I turn to you who are experts and I would like to know if my case can be resolved satisfactorily, returning me to the point where they cut me off with the bonus and capital to be able to finish playing said bonus with the capital that I had accumulated, nothing less that from €30 to €1770. A feat!
Do you think you can intercede to solve it?
I thank you in advance for your attention.
Sincerely.
Jose R**** A*** 'S*****
Edited by a Casino Guru admin
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1 year ago
Dear joserencuest,
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
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1 year ago
Thank you, joserencuest , for your email.
Could you please specify which exact bonus you have activated and played?
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1 year ago
Translation
As you can see in the dates I accepted it on 11.12.22 at 10:54 p.m., I only played a couple of hours, the bonus ended on the 13th at zero hours, according to the support girls, one said that I had 24 hours left, and another He informed me that it would end on the 13th at 11:59 p.m., they have the recordings, in any case he had at least one day ahead to operate it.
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Sensitive attachment
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1 year ago
Translation
My access is currently restricted.
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1 year ago
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There is a dance of dates that not even they are clear.
And how could it be otherwise, they sweep for the house.
Lack of transparency and full compliance of the casino.
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1 year ago
Thank you, joserencuest, for your reply. Could you please forward your game history too? My email address is petronela.k@casino.guru.
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1 year ago
Translation
Of course, I'll send it to you now. All the best.
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1 year ago
Thank you, joserencuest, for your emails. From the forwarded screenshot it is visible that the bonus was available till 13.12.2022 00:00.
I understand that you were playing even a few minutes after the expiration of the bonus, but it may have been caused by connection and having the session opened. It may take some time for the system to disconnect you from the expired promotion.
Do I understand correctly that your account is now blocked completely?
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1 year ago
Dear joserencuest,
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.
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1 year ago
Translation
Good morning Petronella,
I do not doubt that the bonus expired on the 13th at 00:00, but the fact that I could continue playing until 15 minutes after the time barrier and also adding capital to the playable bonus, (because I guarantee that If it is with a real balance, the connection will be cut off when you run out of balance), together with the bad information I received from two of the AATT people who verbally accredited me that I had 24 hours left in one of the cases and that I had 48 hours left in another, obviously (I am not used to playing bonuses, in my conscience I was fully confident that I had at least 24 more hours to continue maximizing it), I was totally convinced that my performance was within the rules.
To what extent would these factors give me the right to recover it?
Is there a legal way to make them see that they have abused my trust and betrayed me?
Is there a way to come to my senses and give me the opportunity to spend it on the balance I had available, which went up to €1,770?
Or do we always lose the same ones, the big one crushes the little one?
Sincerely,
joserencuest
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1 year ago
I understand your point of view, joserencuest. Live chat should give correct information and be accurate and professional. Nevertheless, we're all just humans, and mistakes occur sometimes. Since the correct information was displayed in your player's account and the wrong information was given to you by live chat, we decided to reject your complaint. If it was the other way around, we would try to help you but we consider the displayed information in your account to prevail.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
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1 year ago
Translation
I thank you for your attention and for reviewing my case, but I have nothing more to add.
For my part, you can proceed to close the case when you see fit.
Thank you!
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1 year ago
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.
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