WestCasino - Player's bonus vanished after deposit.

I received a promotional email from the casino ,350 freespins without wager for a deposit of $20, I contacted the casino via live chat to inquire about the terms and conditions of the promotion, in addition I asked if there are restrictions on my country Tunisia,it communicates to me the terms and conditions of the bonus and reassures me that there are no restrictions on my country, after making a deposit of $22 I actually received the 350 freespins but before the cheeks I realize that the bonus has disappeared and it informs me that I am restricted to the use of the bonuses and that I am only entitled to play without bonus.is what is normal all this and that it is normal is that I can file a complaint.merci for your listening.

Dear biboutou,

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

I checked the casino terms and conditions and found this: https://westcasino.com/terms-and-conditions

"GENERAL BONUS TERMS AND CONDITIONS

PLAYING WITH BONUSES

1. Unless otherwise explicitly stated, players located in the following countries are not eligible to claim any type of bonus: Belarus, Brazil, Bulgaria, China, Croatia, Bosnia & Herzegovina, Dominican Republic, Indonesia, Macau, Malaysia, Mauritius, Mexico, Pakistan, Kazakhstan, Thailand, India, Russia, Poland, Serbia, Peru, Ukraine, Bangladesh and Tunisia. We reserve the right to limit players from other jurisdictions from being eligible to any type of bonus or to a subset of bonuses based on our sole discretion."

• Have you played with your deposit in the casino?
• Have started playing with the bonus spins you received?
• Have you requested a refund of your deposit?

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

Thank you for accepting my complaint,

1- I received this mail invite me to use the bonus

2- I have a conversation via live tchat about the terms and conditions of the bonus and about any restrictions on Tunisian players

3- I received the bonus after my deposit of 22$

4- before playing the bonus I read the terms and conditions and I found that Tunisian players are restricted to use any bonus so I recall the casino via live tchat to have explications about the bonus I received ,they confirm that I 'm restricted to use bonuses and they cancel the bonus from my account before i played it.

5- I asked if I can refund my deposit, they responded that I will wager the deposit 1× and the minimum amount of withdrawal is 100$.

6. How can I send screenshots of all I said please.

Thanks for the explanation.

Have you decided to wager your deposits as the casino suggested?

You can upload screenshots directly in the complaint thread, alternatively, you can send them to my email at tomas@casino.guru

Hi Tomas.

No , I will not wager my deposit,I claim the bonus or refund my deposit.

I will send you screenshots by mail.

Thanks

Thanks for your email.

We can't compel the casino to offer you any bonuses if players from your country are not eligible for any bonuses.

Even though the casino live chat support didn't inform you you are not eligible for the bonuses, they informed you about the need to wager your deposits.

What's more, the information about bonuses is available in the general bonus conditions. Our recommendation for you in this situation is to complete the mandatory wagering of your deposit. Please let me know about your decision.

Hi, but they've credited my account with the free spins bonus and they cancelled it after I asked about that in live tchat.

If I wager my deposit I can't withdraw it because the minimum amount to withdraw is 100$.

If it's possible they take me refund my deposit.

If it's not possible thank you for your assistance.

I understand your sentiment, but we find it acceptable if the bonus was removed before you tried playing it.

Since the minimum withdrawal is in place no matter if your winnings come from a bonus or a real money deposit, there is nothing we can do.

Usually, it's possible to reach the minimum withdrawal limit with a deposit of the missing amount. For more details and recommendations on how to proceed with a withdrawal of your winnings, I would recommend contacting casino support.

Please let me know how else I might assist you, otherwise, this complaint will be closed.

Thank you for your assistance.

I will take my chance and play with my deposit.

And you can close this complaint.

We'll close this complaint per your request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with any online casino. We are here to help. 

We wish you all the best,

Tomas

Casino.Guru