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Hello, I want to report that the Sesame online casino is not correct today morning at 3:17 am on 13.05.2025 I was playing the Sesame online casino with the game Oil Company || and the game was giving me enough and the amount on my account had swelled to 155.90 leva and I decided to play but during the next spin the reels did not stop spinning and then it wrote me an insufficient balance and before the spin in question I had 155.90 leva. I tried to go back and refresh the page on my account when this happened the amount on my account was 0.00 leva then I logged out and logged back in but the amount was again 0.00 leva so my question to them was where the hell did those 155.99 leva that I had won go and their answer was that the bonus I accepted had expired and for that reason the money won with this bonus was also taken but I don't agree with this because while I was playing to cover the bonus requirements the scale of percentages to cover the bonus was said to be very slow and there were times when for a long time the percentages did not increase at all and in order to activate the bonus in question I made a deposit could you check this

Здравейте искам да подам сигнал за това че онлайн казино Сезам не са коректни днес сутринта към 3:17 часа на 13.05.2025 г. разпусках в онлайн казиното на Сезам с играта Oil Company || а играта си даваше доволно и сумата по сметката ми беше набъбнала до 155.90 лева и реших да поиграя но по време на поредната врътка риловете не спираха да се въртят и тогава ми изписа недостатъчен баланс а преди въпросната врътка имах 155.90 лв. по сметката си опитах да дам назад и да рефрешна страницата когато това стана сумата по сметката ми беше 0.00 лева тогава излезнах и отново влезнах но сумата отново беше 0.00 лева та въпроса ми към тях беше къде по дяволите ми отидоха тези 155.99лева които си бях спечелила а техния отговор беше че времето на бонуса който съм приела е било изтекло и поради тази причина се вземали и парите спечелени с този бонус но аз не съм съгласна с това защото докато играех за да покрие изискванията на бонуса скалата на процентите за покриване на бонуса се казваше страшно бавно а имаше и моменти в които по много време изобщо не се покачваха процентите а за да се активира въпросния бонус аз съм направила депозит вие бихте ли проверили това

Dear Jalba84,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Sesame Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please explain when you activated the bonus and when your bonus expired?
• Could you please explain what kind of bonus you activated and played with? Do you have access to the information regarding the offer, and share any details with me?
• Could you please share with me your communication with the casino regarding the issue to support your complaint? Send emails or chat transcripts to my email at [email protected], or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Jalba84,

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.

Thanks for your patience.

I reviewed the information you provided, and unfortunately, we won't be able to assist.

The amount of the bonus can reasonably be wagered within a short time, and the casino informed you about the bonus expiration in the bonus information section.

Consequently, we won't be able to argue the rules of the bonus were in any way unfair.

Please let me know if there is any information I might have overlooked; otherwise, the complaint will be closed.

Dear Jalba84,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Tomas

Casino.Guru

We’ve reopened this complaint at the request of Jalba84. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Message from the player:

Hello, I'm sorry for the delay in my response, but due to circumstances beyond my control, I was unable to respond in time and I apologize and regret that I was unable to respond in time and answer you, but unfortunately you missed the fact that when I was playing, it took me a very long time to be able to cover the terms of the bonus.

During the game, in the lower left corner, the scale is visualized, which must be filled from 0 to 100% in order to fulfill the bonus condition, but unfortunately, the percentage filling scale for more than two hours of non-stop play from 13% rose to 18%, with the delay in raising the percentages for filling the scale, they compromise almost 60% of their players so that they fail to fulfill the bonus condition and the money they have earned up to that point is taken from them.

Dear Jalba84,

If you believe the casino didn't apply the wagering progress of your bonus correctly, I would recommend you request a detailed game history of your account from the time the bonus was in play, or ask the casino to investigate the wagering progress of the bonus.

If you happen to receive the relevant information, feel free to share it with me for review.

My email is [email protected]

Hello, I would like to tell you that I tried to contact them several times to look into the case, but they responded in the same way, most likely with some kind of automated response that did not answer my questions.

Здравейте бих искала да ви кажа че на няколко пъти се опитах да се свържа с тях за да разгледате случая но те отговаряха по един и същ начин най вероятно с някакъв вид автоматичен отговор който не отговаря на въпросите ми

Thanks for your reply.

Could you please share your attempts at discussing the situation with the casino? Please include the recent responses received from the casino for me to review.

My email is [email protected]

I apologize for the inconvenience.

Hello, I sent you my conversation with the support of the sesame online casino by email.

Здравейте изпратих ви по имейла разговора ми със съпорта на онлайн казино sesame

I went over the communication provided; however, from our point of view, there is not enough evidence of something unfair going on. If you had trouble with the wagering progress, that is an issue you need to inform casino support about, especially if the time to complete the wagering is very short. Without proof of any obstacles in completing your wagering requirements, we are powerless in confronting the casino.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.