The player from Italy had been closing in on redeeming a bonus and had accumulated additional bonus winnings when the system abruptly eliminated her progress. Additionally, an 8-euro cashback bonus had experienced the same problem. Despite our team's attempts to gather more information and resolve the issue, the player did not respond to our queries. As a result, we had been unable to proceed with any further investigation or provide potential solutions. Despite this, the issue remained open for future resolution if the player decided to resume communication.
Weltbet Casino - Player's bonus progress is suddenly lost.
Amount: €200
Weltbet Casino
Safety Index:Very lowSafety Index
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3.2
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
9 months ago
Public
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10 months ago
Translation
I had almost redeemed a bonus and was still winning more than 40 bonus euros when suddenly the system removed everything. I have reported this issue many times, and they've been telling me to wait for days. Then, I received a cashback bonus of 8 euros and experienced the same problem. They just keep telling me to wait, even though meanwhile, I deposited money.
Automatic translation:
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10 months ago
Dear Annamaria1986,
Thank you very much for submitting your complaint.
I'm sorry to hear about the issues you've been facing with the bonus redemption and winnings removall. Could you please provide additional information on the following points?
- Were there any specific error messages or notifications that appeared when the system removed your bonus and winnings?
- When you received the cashback bonus of 8 euros and encountered the same problem, did you receive any communication from the casino regarding the cause of the issue?
- Have you received any updates or responses from the casino support team after reporting the problem multiple times?
If you have any relevant communication or documentation related to your interactions with the online casino, please feel free to forward it to petronela.k@casino.guru for further review.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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9 months ago
Dear Annamaria1986,
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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9 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
