Raging Bull Slots Casino - Os ganhos do jogador foram confiscados.

I played using a bonus on valid slot games, completed the full wagering requirement, and only after that did I play blackjack. Still, my entire balance (approx. 17,000 SEK) was voided.

Their support gave me 3 different excuses (match bonus, free spins, BIGWINSONLY), and refused to escalate or provide gameplay logs.

I demand my funds returned or a clear audit showing violation before the bonus was cleared.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

Could you please contact the casino's customer support via email and request your full gaming history in Excel format? Once you receive it, kindly forward it to me at veronika.f@casino.guru.

Have you received any notifications after completing the wagering of your bonuses?

Did you see any warnings or errors when accessing the Blackjack game from your casino profile, or was the game available without any issues?

Additionally, could you please send me:

• A screenshot of your bonus history,
• A screenshot of your gaming history showing the exact moment when you placed your first Blackjack bet?

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,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hi Veronica,

Thank you for your response and your involvement in my case.

I now want to supplement with all the information and background I have, as I have not yet received any Excel file or game history from the casino - despite having requested supporting documents repeatedly.

Brief timeline:

I played with a match bonus from the casino.

I wagered the bonus according to the rules and only played slots until the wagering requirement was met.

When I first tried to open blackjack, I got an error message:

"Cannot use bonus balance in this game" or "Contact customer service"

I then went back to the slots, played for several hours and won about 10,000 SEK.

After that, I was able to open blackjack without an error message and the game deducted from my real balance, and not from any bonus amount.

After some winnings, I then requested a withdrawal, but the casino required me to complete a KYC verification first.

After KYC was approved, I was able to continue playing – but when I requested a withdrawal again, it was denied, and my entire balance (about SEK 17,000) disappeared.

They have changed the explanation three times in the same chat:

That I violated the terms and conditions for the match bonus

That it was about free spins

That I used the wrong bonus code: BIGWINSONLY

I have requested a complete game history in – but they only respond that I can "look in the history" myself and that they refuse to send any summary.

I hope this is enough for you to pursue the matter further. I am available to provide additional information or send more pictures if needed.

Thank you for your support in this matter!

Kind regards,

[name hidden by Casino Guru]

Hej Veronika,

Tack för ert svar och ert engagemang i mitt ärende.

Jag vill nu komplettera med all information och bakgrund jag har, då jag ännu inte fått någon Excel-fil eller spelhistorik från casinot – trots att jag begärt underlag upprepade gånger.

Kortfattad tidslinje:

Jag spelade med en match bonus från casinot.

Jag omsatte bonusen enligt reglerna och spelade enbart slots tills omsättningskravet var uppfyllt.

När jag först försökte öppna blackjack, fick jag ett felmeddelande:

"Kan inte använda bonus-saldo i detta spel" eller "Kontakta kundtjänst"

Jag gick då tillbaka till slots, spelade vidare i flera timmar och vann ca 10 000 kr.

Därefter kunde jag öppna blackjack utan felmeddelande och spelet drog från mitt riktiga saldo, och inte från något bonusbelopp.

Efter en del vinster så begärde jag därefter ett uttag, men casinot krävde att jag genomförde en KYC-verifiering först.

Efter att KYC godkänts, kunde jag fortsätta spela – men när jag begärde uttag igen så blev det nekad, och mitt hela saldo (ca 17 000 kr) försvann.

De har ändrat förklaringen tre gånger i samma chatt:

Att jag brutit mot villkor för match bonus

Att det gällde free spins

Att jag använde fel bonuskod: BIGWINSONLY

Jag har begärt en fullständig spelhistorik i – men de svarar bara att jag själv får "titta i historiken" och att de vägrar skicka någon sammanställning.

Jag hoppas detta räcker för att ni ska kunna driva ärendet vidare. Jag är tillgänglig för att komplettera med ytterligare information eller skicka fler bilder om det behövs.

Tack för ert stöd i detta ärende!

Med vänliga hälsningar,

[name hidden by Casino Guru]

Please forward me the communication between you and the casino customer support regarding your request for your gameplay in Excel format at veronika.f@casino.guru. Thank you for your cooperation.

I have sended you the transkription

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Ok Thanks. So i Will get response here aswell?

Hello philippersson6,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Raging Bull Slots Casino to join the conversation.

Dear Raging Bull Slots Casino,

Can you please explain why the player's winnings were voided when, as they say, the previous bonus was wagered and the funds used in Blackjack were already "real money"?

Additionally, why has the player received somewhat conflicting information from your livechat team about various rule violations that the player should have committed? I'm not sure how free spins could be used in Blackjack.

If there are any factors influencing the situation that cannot be shared publicly, please share them with me directly via Teams or email at michal.k@casino.guru.

I'm looking forward to your clarification.

Greetings all,

I was unable to locate an account in the casino system using the provided credentials, I will need a valid username or the registered email address within the casino account to review the situation.

Best wishes,

Nick and Raging Bull

Dear philippersson6,

Thank you for your confirmation. We have located your account and are currently in discussions with the casino representative regarding the appropriate resolution of your case.

I hope to provide more information soon.

Greetings philippersson6,

Could you please confirm and perhaps screenshot for us where you received the deposit coupon code you were playing on? It would be much appreciated.

Best,

Nick and Raging Bull

Greetings philippersson6,

Thank you for your reply, that is how the coupon looks upon redemption in the casino system. The question is where did you encounter the coupon? Was it via email, a bonus website, etc. and could you perhaps forward us a screenshot of the listing with the coupon as it was provided to you for our review.

Best wishes,

Nick and Raging Bull

The same bonus is not appearing but was in the website! Popped up when i was going to deposit. If i know the requirement i would not deposit. I can not find the same bonus anywhere.

Greetings all,

Thanks for the info, the context you found the bonus makes a big difference. Our marketing team would have been responsible for the appearance and provided information with the bonus as it appeared on the website. I have requested they provide me with the exact circumstances and information available at the time of redemption. Once I have that information I will see how to proceed here. Thanks everyone for your patience in the matter, it is much appreciated.

Best wishes,

Nick and Raging Bull

The bonus was on the website.

do you need anything else from me?

do u got any updates?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear philippersson6,

I would like to offer you a brief update. We are still waiting for the crucial information from the Raging Bull marketing team. I remain optimistic that it will not take much longer. Thank you for your ongoing patience. I will extend the timer by an additional 3 days in the hope that this matter can be resolved successfully.

Greetings all,

I am indeed waiting for written confirmation of my suggestion that we resolve this in favor of the player. Thanks again for everyone's patience in the matter!

Best wishes,

Nick and Raging Bull

Hello. Please update me here asap when you get any more info, thanks.

Still not solved

Greetings all,

Unfortunately I need to apologize once again for the lag here, as I said above I have fully audited the situation and presented my findings and recommendation for resolution to the requisite department(s) at the highest level.

There is no question that the rules of the bonus were breached, I could not however find evidence that the player was informed of these rules before redemption and thus have put forth that payment in full be made (minus the cash deposit amount which was already re-deposited and played by the player) as a gesture of good faith.

This is where my magical powers stop, I need to wait for that information to be reviewed and approved by upper management before I can move forward in any direction. Due to the unusual circumstances they are completing their own audit and review within the department, thanks again to everyone involved for your patience and understanding in the interim.

As soon as there is something new to report I will update everyone here.

Best wishes,

Nick and Raging Bull

Thank you for the update, Nick / Raging Bull Team.

I understand that sometimes it takes a bit of time for the management to make the right call. We always try to resolve every case if possible, even when it takes more time than initially anticipated.

I trust that we will see a successful outcome in a reasonable time.

Dear philippersson6,

While I understand that your case has been pending for a while now, sadly, sometimes these situations take longer than anyone would like, but please know that your case is still very much on the radar. As Nick / Raging Bull Team explained, we are simply waiting for the final go-ahead from upper management. I’m hopeful that we’ll have good news for you soon, and I want to thank you for your patience.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Still no updates from Ragingbull. What happens when timeframe is complete?

Dear philippersson6,

As mentioned previously, while you technically breached the bonus rules during wagering, these rules were neither clearly stated in the bonus description nor transparently communicated to you in any other way. This means you could not have reasonably known you were in violation. For this reason, we at Casino Guru do not consider it fair for the casino to withhold or confiscate your winnings based on rules that were not made clear to you in advance.

As noted by Nick from the Raging Bull Team, it appears that the issue was acknowledged internally, and only final approval from upper management was required to correct the mistake. Unfortunately, it seems the matter stalled at that stage. Regrettably, it is beyond our ability to "force" the casino management to take corrective action.

We firmly believe you should receive your winnings, as you did not exploit any unfair advantage and could not have known about the supposed rule breach. The casino team still has time to respond, and I have reached out to them again. However, it remains uncertain whether the casino management intends to resolve this case.

If no resolution is reached before the timer expires, I will need to close this case as Unresolved – Against Fair Gambling. This would have a negative impact on the Raging Bull Slots Casino’s safety index rating and serve as a warning to the player community about the potential risks of playing there.

At that stage, I will also provide you with instructions on how to submit a complaint to the casino’s licensing authority, as there is a possibility that the casino’s actions in this matter may be in breach of its license conditions.

While these steps may help encourage the casino to reconsider its position, they also mark the limit of what we can do to directly influence the outcome of your case.

That being said, the casino team still has time to take the appropriate action, and I remain hopeful they will choose to do so.

Dear philippersson6,

I regret to inform you that I have not received a response from the casino team regarding my recent enquiries. It appears that the casino management has lost interest in addressing the issues at hand.

As I have stated before, while I would like to help in any other capacity, it is unfortunately beyond our means to compel the casino management to take corrective measures, even though we believe they should.

I fear that without their cooperation, there is little that can be accomplished. I will mark the complaint as Unresolved – Against Fair Gambling in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react and resolve your case, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority and submit a complaint to them by clicking on the validator on the casino website (validator link) and opting for the "File a Complaint" button. After you do so, a File a Complaint form will open, which you need to fill out. You can mention in the "Details of Dispute" section that you tried to resolve your complaint on our forum, but the casino team failed to resolve it.

The Gaming Authority might have more options and tools to help players.

Please let me know how they responded at michal.k@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru

We’ve reopened this complaint at the request of Raging Bull Slots Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Ok thanks. We wait for casino for an solution then!

Greetings all,

This has been interesting from the ground up, it is the first time we have encountered such a thing and it has become a bit of a thought experiment internally. Schrödinger's bonus if you will. 😀

As mentioned previously my initial opinion was, due to error on the part of the casino to side with the player and request payment in full for the player which was the proposal I brought to upper management. The casino made an error, the rules should be clearly stated. This is commonly done through including the bonus rules in both the advertising and upon redemption in a pop-up window where the player agrees to the terms before redeeming the bonus, much the same as the terms and conditions of any website.

This system failed due to human error (humans!) and the specific rules regarding the bonus were not displayed in the advertising nor upon redemption in the pop-up before redemption.

After considerable internal debate (the top level of the executive branch to be specific) we have come to agreement that there was 1. an error on the casino side to which the casino is beholden and 2. in the interest of fairness to both parties there needs to be an action (compromise) on the part of the casino which demonstrates our acknowledgement of this error.

Having said this we need to also acknowledge that there were bonus funds in play, bonus cash (even the most liberally given) always carries rules. In the absence of bonus terms specific to the bonus being redeemed (then played by) the player we need to default to the standard terms and conditions for bonuses and apply these terms. It is necessary to say that lack of the specific terms of the bonus does not magically turn those bonus funds into actual cash, it is still gifted money that needs to comply with certain rules.

As a compromise the casino is willing to re-deposit the funds that were removed and allow the player to continue to play these funds until the basic terms for all bonuses are completed as listed in the general terms and conditions of the casino. Per the general terms regarding all bonuses there needs to be a 60x playthrough on "table game" play any time there is a bonus involved "unless otherwise stated", that would mean the playthrough should have been $23,400. We need to take the good with the bad here. Since the terms were not defined ahead of time in any way (other than the percentage amount on top of deposit) we need to assume that the general terms for bonuses be respected.

The casino is willing to credit back the $1779 (minus the $100 already deposited and played as cash, so $1679 in total) which was denied for withdrawal so long as the general playthrough rules for bonuses are respected moving forward.

There is currently $8565 in game play completed which the casino is willing to credit toward the required playthrough, ignoring the source of the play (non-allowed table games). Since we now know the specifics of the bonus (slots and keno only) if the remaining playthrough is completed playing the games allowed for the initial bonus ($14,835 still to play) we will honour any resulting win as eligible for withdrawal.

Folks (in suits) have really earned their daily bread going over the situation top to bottom, it's an interesting situation that has never occurred before so it was given much time and attention, in economic terms well beyond the total sum of payout in this case. It became a question of fairness, for both parties, and what our obligation is to our players when a well laid system fails to function properly.

I was initially none too thrilled with the direction but after relaxing my incredulity (and indignation) at the failure of the casino to provide the necessary details at the proper time I began to see the situation a bit differently. Bonus cash always carries rules, and if the specific rules are not stated clearly then we need to look elsewhere, that elsewhere being the general terms of the casino to which we all agree upon signup and play.

I have asked that we re-open the case to give the opportunity to make this public statement regarding our findings (it was at no point ignored, quite the opposite) and to give the player the opportunity to respond and potentially accept the compromise as presented. It is the only scenario where we as an organization feel that all parties get a fair shake.

It is also worth mentioning there is NO WITHDRAWAL LIMIT on this bonus, this means it could go either way for us. We could end paying the player significantly more than the initial withdrawal request, but fair is fair.

Hopefully this compromise is acceptable to all parties involved.

Best wishes,

Nick and Raging Bull

Thank you for the proposed compromise – I truly appreciate that the casino has taken the time to investigate and acknowledge the issue.

However, I hope you understand that re-wagering $14,835 is a very high requirement for me as an individual player. It’s not a small amount, and the risk of losing everything – again – is very real.

I’m not trying to be difficult – I just want a fair resolution. I genuinely hope the casino will consider a full payout instead, or a simplified solution based on the fact that the error was acknowledged and the funds were originally won under fair conditions. (The bonus Said no restrictions) in the welcome offer

Greetings philippersson6,

In this thought experiment it is either one or the other, either you were informed of the rules (we are working on the premise that you were not, thus the compromise) or we need to default to the terms as listed in the standard terms and conditions of the casino.

There is unfortunately no such thing as a bonus that is devoid of any rules, thus the critical nature of presenting the player with the necessaries on redemption. Our best value bonuses never allow table games as low risk games cannot be offered at such high matching percentages. Below you will see a screenshot of the "terms" as listed in the pop-up, these are the terms approved by you on redemption. I have also included a screenshot of the specifics for all bonuses.

The decision in this case (and subsequent compromise offer) was predicated on the assumption that you were not informed of what games are allowed or not allowed with the bonus.

I gotta say though, had you chosen to do so the information was definitely available to you through customer service (24/7 on live chat).

I have also included a highlight from your screenshot of the coupon once you redeemed it. There is a simple clickthrough to show what games are allowed and not allowed... But we are willing to share the burden of responsibility here in a way that we believe to be genuinely fair to all parties. Because, frankly, we could have and should have done better.

The playthrough amounts are calculated precisely based on the level of play from time of redemption using the default rules for all bonuses and are part and parcel to our agreement to honour the funds as playable in the casino system.

Hopefully this clarifies things and allows you to make an informed decision philippersson6.

If this is an acceptable compromise for you please let me know and I will go through the process required to rescue the denied withdrawal and have it re-deposited as playable cash under the rules presented in my previous post. If it is not acceptable to you we will unfortunately need to stand with the decision of our approvals department to deny the withdrawal. There is no question that the specifics of the bonus were available to you should you have chosen to review them.

Best wishes,

Nick and Raging Bull

Then i have no other options, or what do you say @Michal?

Thank you all for your responses.

Dear philippersson6,

I understand that the offer from the casino team might not feel as fully satisfying, and I would most likely feel the same in your situation, but as it turned out, the circumstances regarding the situation are not as "straightforward" as they initially appeared.

As I indicated previously, we at Casino Guru believe that every important rule or restriction related to bonus play should be communicated to the players clearly and in advance so that the players do not unintentionally violate any of the rules. Ideally, we strongly advocate for any restrictions in this regard to be implemented on the software level, which will prevent the players from violating the industry standard rules related to bonus play, like maximum allowed bet, restricted games, etc. Such measures have been in place in top casinos for a long time and have proved to be very useful for the players and casino operators as well. At the same time, we understand that various casinos operate on various software platforms, which means that these restrictions cannot be implemented in certain casinos; this is one of the reasons why it still remains the player's responsibility to familiarise, understand the terms and conditions prior to claiming the bonus and follow them. Ultimately, every player agreed to these rules once they registered their account or claimed the bonus.

I can strongly relate to the message from Nick from the Raging Bull Slots Team: "We are willing to share the burden of responsibility here in a way that we believe to be genuinely fair to all parties. Because, frankly, we could have and should have done better." as I too believe this situation could be prevented quite easily, nonetheless, considering all the above, I'm not in possition to say that the offer provided by the Raging Bull Slots Team is not appropriate.

While some other casinos might have handled the situation in a more user-friendly way, potentially allowing you to receive the winnings, other casinos might be strictly following the rules and don't even consider providing any offer to settle the situation at all.

In short, it is solely up to you if you will accept the offer or not. I cannot and will not push you either way. If you choose not to accept the offer, I will, of course, respect your decision and allow Nick/Raging Bull team to reassess the situation, which could potentially result in a more favourable proposal. However, as mentioned by them earlier, the likelihood of this happening is frankly quite low. If they are not able to provide any more suitable offers, and you would feel dissatisfied with this outcome, the only option I have is to close your complaint again as unresolved, which will again negatively affect the casino rating, but at the same time, it might result in discouraging the casino team from providing any other potentially better offer to you, and your previous winnings or wagering playthrough will remain confiscated as they are now. Regrettably, our capability to offer any other resolution is very restricted in this situation.

Please let me know how you would like to proceed.

I want that the casino take a look and see if you can do anything else since this outcome is not what i Wish for. This is something that i personaly think favours the casino more than me.

Wager 150 000 SEK is ALOT and is very unlikely to happen.

Greetings all,

It is important to acknowledge that information is a two way street, there was no intentional hiding of terms or misinformation on the part of the casino and we consider our players to be adults capable of reading and understanding the terms and conditions provided.

The only option in this case was to share responsibility and the only way to share that responsibility was to add risk on both ends. We cannot consider the funds that were in play as pure cash, the deposit was coupled with a matching bonus which carries its own terms as well as the general terms for bonuses as listed in the terms and conditions. Since the system which delivers the terms before redemption was not activated we are willing to make an exception in this case and allow the funds back into the casino (they have been removed for violating the term of the bonus) and take the chance that this could result in a much higher payout for the player.

That is the best offer we can provide, fulfil the general requirements per the general terms on playthrough and we will honour the funds as withdrawable with no maximum cashout. All things considered we think this is a pretty sweet deal as the terms for the bonus were a simple click away had the player chosen to review them.

It has been an interesting ride here, but I myself am pleased we now have a standard to default to should this happen again, and this case has caused enough attention internally to hopefully prevent that from happening for a long time to come (fingers crossed).

We can always improve and work hard daily to do so. The gaming platform on which we operate is INCREDIBLY safe and accurate, but is limited by its mechanical capabilities in terms of what we can block and when on the player journey. As a failsafe the "pop-up window" solution is less than ideal, but as to solutions, currently it's the best we have.

The terms which the player is being asked to comply with are part of the general terms for the casino which every player should be familiar with. We believe that this offer is fair and without question being offered in good faith on our part. Unfortunately there is no further offer available, we very much need to set a precedent regarding these matters even if it ultimately costs us points in the popularity department. Bonuses are fun and we have the best in the industry, but they always carry rules. We will do our best to provide the highest level of transparency possible, but ultimately this is real money we are talking about and it behooves the player to read and understand the terms by which they are playing.

Best wishes,

Nick and Raging Bull

So i have no other options. Then let’s insert my money in the casino… im not satesfied but there is nothing else to do.

@casinoguru i am not happy with this but as ragingbull said, they do not want to compromiss.

im not sure what a "no rule bonus" for you mean, but for me as a customer it is clear that is a bonus whithout rules.

Promote a bonus as a no rule bonus, when it has certain strict rules is not a good way...

Dear philippersson6,

I completely understand that the offer from the casino team may not feel fair or satisfactory to you. I have already articulated our position regarding the matter.

At this stage, it looks like the casino team isn’t able (or perhaps unwilling?) to extend a different offer, which I know is frustrating to hear.

I also believe that this situation could have been easily avoided; you could have taken the additional step to contact the casino's live chat for clarification or made the effort to review the bonus rules as outlined by Nick above. Simultaneously, the casino team ought to have provided more explicit information in the bonus description, implemented automated software restrictions/notifications and/or refrained from labelling the bonus as a "no rule bonus," as this terminology understandably creates confusion. Nevertheless, in light of all the aforementioned points, I am not in a position to assert that the offer presented by the Raging Bull Slots Team is inappropriate or that the casino team was unwilling to reach a compromise with you.

That being said, the choice remains fully in your hands. I’ll support whichever path you decide to take — whether you’d like to close the case as unresolved or whether you’d prefer to accept the offer, even if it isn’t what you had hoped for.

Sadly, at this stage, any other option to help in your situation from our side has been exhausted.

Please let me know how you’d like to proceed.

I mean i have no choise then. I have to accept it and cross all my fingers to make 15000 in turnover..

So lets wait for the casino to fix my balance.

Dear philippersson6,

Just to clarify our stance as Casino Guru. You don't have to accept the offer. As mentioned above, the casino could have done better, and based on our perspective and experience, most top casinos would approach a similar issue in a different manner; thus, I have no problem in siding with you and closing this case as unresolved should you wish, which will have a negative effect on the casino safety index rating and potentially force the casino management to reconsider their stance in the close future; however, at the same time, it will not change the current situation for you.

Whether you’d like to close the case as unresolved or whether you’d prefer to accept the offer is completely up to you.

I wish there were more alternatives available, but this is the situation we find ourselves in. I just wanted to ensure that this is clearly understood.

I want ny money, but this seem to be the only option then. So lets accept it..

Greetings all,

I have begun the process of returning the removed funds to the casino system, this may take a bit of time so your patience is appreciated. I will inform everyone here when the process is complete.

Best wishes,

Nick and Raging Bull

how long time is the estimated time?

Greetings all,

The re-deposit is now complete within the account, please note that as previously discussed and in accordance with the original deposit bonus, funds are for slots and keno only! It was not possible to reset the playthrough counter in this instance philippersson6, if you need to check your remaining playthrough please visit customer service.

Have fun and GOOD LUCK!

Nick and Raging Bull

As told before this is a terrible solution for me.

Also asked support for the balance. They Said "there is no notes"

Im very desatesfied with this casino and do not want anything to do with them

Dear philippersson6,

I completely understand your frustration regarding this whole situation. Since Nick initiated the process of returning the removed funds to the casino system on Friday afternoon (03.10.), the transaction could only be completed on the next business day at the earliest, which was Monday (06.10.). This is why the funds were not reflected in your casino account until then.

The regular support team did not have full details about the offer, which is why they were unable to provide you with clear answers or take any action — the matter was handled at a higher level. I’ve been informed that once the funds were returned to your account, you promptly resumed wagering.

Judging by your reaction, it seems luck was not on your side, which understandably led to further frustration. I completely understand your decision not to continue playing at this casino.

Nevertheless, I did everything I could to reach a fair resolution with the casino team regarding your case. The casino cooperated and presented you with an offer, which you decided to accept.

As I clearly explained earlier, it was entirely your choice whether to close the case as unresolved or to accept the offer.

With all that being said, I understand this was not the resolution you were hoping for, but the casino team has reasonably addressed your case, and considering all the circumstances, a reasonable offer was provided, which you have accepted.

Please let me know if I can proceed in closing this case as settled/addressed, or if you need our assistance with anything else.

Dear philippersson6,

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.

I have nothing to add, except that im very dissapointed and not satisfierad.

Dear philippersson6,

As I mentioned, I understand that this was not the resolution you were hoping for. The casino team has provided sufficient clarity regarding the situation and has reasonably addressed your case. Considering all the circumstances, a reasonable offer was made, which you voluntarily accepted, even though I informed you that you were not obliged to do so.

With that being said, I will now proceed to close this case as partially resolved. This classification reflects that you are not fully satisfied with the outcome while also acknowledging the casino team’s reasonable handling of the situation.

I strongly recommend investing a bit of time and reviewing the bonus T&Cs before claiming a bonus to minimize such situations from occurring, and if you are uncertain about any rules, confirm them with the casino's support team.

I would like to thank both parties for their cooperation.

If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Centre again, and we will try our best to help.

Best regards,

Michal

Casino Guru