The player from Japan discovers that cash and bonus were combined while playing, despite being informed they were separate. The casino acknowledges the mistake, and the player requests a full refund of 700 euros.
ZoloBet Casino - Player requests refund due to casino error.
Amount: €700
ZoloBet Casino
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Case opened
Current status
Waiting for Casino Guru to reply
6d 12h 7m 56s
Case summary
11 hours ago
Public
Public
13 hours ago
Translation
In live support, I was informed that the cash and bonus were separate, but when I actually played, they were combined into a single unit.
The casino has acknowledged the mistake, so I am requesting a full refund of 700 euros.
Automatic translation:
Public
Public
11 hours ago
Hello hirokann0525,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with ZoloBet Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is already verified and if yes, since when exactly?
- What kind of bonus did you claim?
- Did you finish the wagering requirement?
- Why is it an issue regarding which balance was used first?
Looking forward to your answer.
Regards,
Nick
Casino Guru is examining the case
