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I deposited £21.60 to play live lightning round roulette. After playing for about half an hour and being up to £27.40 I realised I had an offer to redeem. I accepted the offer by accident and it was an extra £21.60 for slots. I went to continue with roulette and I had £49 in the balance. I knew it wasn’t for roulette so I went to slots to get rid of the bastard bonus. I got all the way down to £27.50 which was good enough for me (10p left from the bonus) and all of a sudden my bets are getting rejected !!!!! You’ve put a bonus into my account that I didn’t even f***ing want and when I get rid of it you act like it was my money I pissed down the drain !!

I checked to see if it was just a problem with the roulette table and went to put a sports bet on, and it said that the ‘bonus can’t be used’ what the f**k are you on about ?!?!? I didn’t even want the bonus and it’s telling me I’ve just wasted my own money???? This needs resolving ASAP I want my f***ing money back !!!

Dear gafreestone1,

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

Could you please advise if you have tried to communicate with the casino the option of opting out from any promotional offers prior to start playing? Have you redeemed or obtained any promotional offers from this casino in the past? Could you please forward your bonus history along with any relevant communication to petronela.k@casino.guru?

Do I understand correctly that the entire balance was cancelled by the casino?

Thank you in advance for your reply.

Best regards,

Petronela

Hello petronela,

I have not had any previous bonus history as I literally made the account the same day as I made the complaint.

They have not wiped all my money out of my account as I’ve left MY ORIGINAL BALANCE before I claimed the bonus by accident!! I didn’t think they’d put the bonus money together with my deposited amount. I spent the exact bonus gifted to get rid because I only made an account to play roulette !!

I still have £27.40 in my account. They won’t let me play roulette with it nor will they let me do anything other than slots, and that’s not what I made an account for !!!

I undertstand your frustration, gafreestone1. Have you tried communicating this issue with the casino directly as soon as you accepted the bonus by accident? It seems as if the casino doesn't let you enter a restricted game as long as your bonus is active. Therefore, the Roulette is blocked for you.

The ideal scenario would be if you cancelled the unwanted bonus straight away, I'm afraid it is too late now.

Dear gafreestone1,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.