Manuel, a player from Switzerland, was playing with bonus money, but it disappeared from his account.
WildTornado Casino - Player is dissatisfied with the casino’s services.
Amount: €500
WildTornado Casino
Safety Index:Very highSafety Index
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9.0
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
5 years ago
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5 years ago
Translation
the bonus terms were communicated in writing in the terms and conditions. Money disappeared tortz everything from my account. With the Slot Wild Ape of isoftbet a Feauture was not completed and the profit was not booked on the account. The free game was not available when logging in again.
The support is questionable. At first ask if you can play BTG slot Answered the supporter it was possible, however, this proved to be FALSE. Not playable!
The support can not wait for questions about the topic of money. Printscreens of conversations are available!
Disappointing is also that the bonus rules are indeed communicated in writing hedoch one can continue playing at this casino in the belief one has real money in his account. A reputable casino informs its customers in the moment where the turnover (bonus is reached). Never again !!
Automatic translation:
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5 years ago
Hello, Manuel.
Thank you very much for submitting your complaint through our website. We are sorry you have to deal with such an issue. You requested withdrawal but the bonus amount wasn’t wagered, is that right? Also, do we understand you correctly that the casino support provided you with incorrect information?
Best regards, Jozef
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5 years ago
Dear Manuel,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
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5 years ago
Translation
Good day Jozef
Thank you for your answer.
The information was flawed regarding available games and payout conditions.
Which in my opinion is absolutely out of place when it comes to money! On the other hand was an absolute no-go, that in the machine Wild Ape the free play (bonus round) disappeared without a trace. This is absolutely unacceptable. The help that the support provided. Not usable and without solution.
Edited
Automatic translation:
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5 years ago
Hey, Manuel.
Thank you for providing us with the information we requested. We will now try to get in touch with the casino.
Best regards, Jozef
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5 years ago
Hello, everyone,
The experience of our players is of utmost importance to us at Wild Tornado Casino. We try our best to provide them with all possible assistance and help.
In this case, the player’s main issue was the funds disappearing from the balance after wagering the bonus. The player was informed in chat that the funds got automatically subtracted as there is a maximum win from the free spins. Moreover, the customer support supervisor got in touch with the player to explain and clarify the reason of issue, as he had requested.
As for the bonus feature in the Wild Slot Ape, the player was also asked in chat for a screenshot as a proof or at least some details, however he did not provide the support team with any. We do not influence the in-game bonuses, it is totally on the side of the provider. We can transfer a request to the provider, however, we need certain details, like the exact time of the bet where an issue occured, a detailed explanation of the issue and a screenshot to prove it.
As for the availability of BTG for the player, sometimes providers restrict availability for play from certain countries, which we cannot influence, unfortunately. At that moment the team was not informed about the changes yet, therefore, such a confusion happened. We will make sure for such things not to happen in the future.
To sum up, the player’s claim that the bonus terms are misleading if that is what the player means is definitely false, as terms of the Welcome Bonus offer are clear: "the maximum winnings / profit from Free Spins, allowed for withdrawal, is limited to €100 or equivalent to another currency" (Source: https://www.wildtornado.com/bonus-terms). The amount that exceeds the maximum winnings limit is automatically subtracted by our system.
We're really sorry that the player’s first experience at our casino was frustrating. We will make sure that the provided feedback is taken into account, though.
Warm regards,
Wild Tornado Casino team
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5 years ago
Hello, Manuel.
We can confirm that the bonus T&C are clear in this casino. About the game issues, could you provide the casino with the requested info? Could you also react to the casino statement?
