Sportium Casino - Os ganhos do jogador foram anulados.

Buenas tardes,

I recently had a problem with an online casino, "Sportium".

They give me a bonus of €30 to play in the casino, I use it with live roulette, I raise the capital up to €1770. I call customer service to make sure of the rules and to be told the limitation in time to spend the bonus. That night I called customer service three times, because as the capital increased with the prizes I wanted to make sure that I met the casino's requirements to be able to release the bonus and get the cash, which was a maximum of €500.

In the second call, the support girl tells me that I have 24 hours to continue playing, that is, it was Monday 12.12.22 around 11:00 p.m. and they gave me time until Tuesday at 11:59 p.m.

As I keep playing and raising the winning capital, I make another call to make sure of the limit and the girl, another person, informs me that I have until Wednesday night at 11:59 p.m.

I take a 5-minute break, it was already around 12:15 p.m. on Tuesday.

When I go back to the page, to my surprise, the playable capital being €1770 had disappeared from the account, just as I say. there was €5 from another promo that did not interest me.

I call them the next day to see what has happened and try to get my account restored and they tell me that the conditions of the bonus put an end to its use on Tuesday at 00:00. How?

but if I crossed the zero hour barrier from Monday to Tuesday and continued playing, I understood then that they had fooled me and they had seen that I was capable of getting the bonus prize that consisted of multiplying €30 x 30 times with plays, In other words, playing for a value of €900, (some astronomical requirements), but I already had more or less 50% of the requirements covered and with the playable capital of €1770 it was very easy for me to get my prize.

Conclusion, I have been blocked in roulette. They do not give me the reason in the support. I feel cheated, they have acted like gangsters, scammers.

For all this, I turn to you who are experts and I would like to know if my case can be resolved satisfactorily, returning me to the point where they cut me off with the bonus and capital to be able to finish playing said bonus with the capital that I had accumulated, nothing less that from €30 to €1770. A feat!

Do you think you can intercede to solve it?

I thank you in advance for your attention.

Sincerely.

Jose R**** A*** 'S*****

Buenas tardes,

recientemente he tenido un problema con un casino online, "Sportium".

Me dan un bono de 30€ para jugar al casino, lo utilizo con la ruleta en vivo, subo el capital hasta 1770€. Llamo a atención al cliente para asegurarme de las reglas y que me dijeran la limitación en tiempo para gastar el bono. Esa noche llamé tres veces a atención al cliente, por que a medida que subía el capital con los premios me quería asegurar de alcanzar los requerimientos del casino para conseguir liberar el bono y obtener el efectivo que era máximo de 500€.

En la segunda llamada me indica la chica de soporte que tengo tiempo de 24 horas para seguir jugando, osea era el lunes 12.12.22 sobre las 23.00 horas y me daban de tiempo hasta el martes a las 23:59 horas.

Como sigo jugando y subiendo el capital premiado realizo nueva llamada para asegurarme del límite y me informa la chica, otra persona, que tengo de tiempo hasta el miércoles noche a las 23:59 horas.

Me tomo un descanso de 5 minutos, ya eran sobre las 00.15 horas del martes.

Cuando vuelvo a entrar en la página, para mi sorpresa, el capital jugable siendo de 1770€ había desaparecido de la cuenta, tal y como lo digo. había 5€ de otra promo que no me interesaba.

Los llamo al dia siguiente para ver que ha ocurrido y tratar de conseguir reestablecer mi cuenta y me dicen que las condiciones del bono ponían fín a su uso el martes a las 00:00 horas. ¿Cómo?

pero si traspasé la barrera de las cero horas de lunes a martes y continué jugando, entendí entonces que me habían tomado el pelo y habían visto que era capaz de conseguir el premio del bono que consistía en multiplicar los 30€ x 30 veces con jugadas, osea jugar por valor de 900€, (unos requisitos astronómicos), pero yo ya llevaba mas o menos el 50% de los requisitos cubiertos y con el capital jugable de 1770€ se me hacía muy fácil conseguir mi premio.

Conclusión, me han bloqueado en la ruleta. No me dan la razón en el soporte. Me siento engañado, han actuado como unos mafiosos, estafadores.

Por todo ello recurro a ustedes que son expertos y me gustaría saber si mi caso se puede resolver satisfactoriamente, devolviéndome al punto en el que me cortaron con el bono y capital para poder terminar de jugar dicho bono con el capital que había acumulado, nada menos que desde 30€ hasta 1770€. Una proeza!

Creen ustedes que pueden interceder para solucionarlo?

Les agradezco de antemano la atención prestada.

Atentamente.

José R**** A*** ´S******

Dear joserencuest,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please specify which bonus you have redeemed and played? I would like to check the terms and conditions.

Additionally, if there’s any relevant communication, please forward it along with your bonus history to petronela.k@casino.guru.

I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Thank you, joserencuest , for your email.

Could you please specify which exact bonus you have activated and played?

https://www.sportium.es/casino/promociones

As you can see in the dates I accepted it on 11.12.22 at 10:54 p.m., I only played a couple of hours, the bonus ended on the 13th at zero hours, according to the support girls, one said that I had 24 hours left, and another He informed me that it would end on the 13th at 11:59 p.m., they have the recordings, in any case he had at least one day ahead to operate it.

Como puede apreciar en las fechas lo acepté el 11.12.22 a las 22.54, solo jugué un par de horas, el bono finalizaba el dia 13 a las cero horas, según las chicas de soporte, una dijo que me quedaban 24 horas, y otra me informó que finalizaba el dia 13 a las 23:59 horas, ellos tienen las grabaciones, en cualquier caso como mínimo tenía un día por delante para operarlo.

My access is currently restricted.

Actualmente me restringen el acceso.

There is a dance of dates that not even they are clear.

And how could it be otherwise, they sweep for the house.

Lack of transparency and full compliance of the casino.

Hay un baile de fechas que ni ellos se aclaran.

Y como no podía ser de otra manera barren para la casa.

Falta de transparencia e incumplimiento del casino totalmente.

Thank you, joserencuest, for your reply. Could you please forward your game history too? My email address is petronela.k@casino.guru.

Of course, I'll send it to you now. All the best.

Por supuesto, se lo envío ya. Un saludo.

Thank you, joserencuest, for your emails. From the forwarded screenshot it is visible that the bonus was available till 13.12.2022 00:00.

I understand that you were playing even a few minutes after the expiration of the bonus, but it may have been caused by connection and having the session opened. It may take some time for the system to disconnect you from the expired promotion.

Do I understand correctly that your account is now blocked completely?

Dear joserencuest,

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.

Good morning Petronella,

I do not doubt that the bonus expired on the 13th at 00:00, but the fact that I could continue playing until 15 minutes after the time barrier and also adding capital to the playable bonus, (because I guarantee that If it is with a real balance, the connection will be cut off when you run out of balance), together with the bad information I received from two of the AATT people who verbally accredited me that I had 24 hours left in one of the cases and that I had 48 hours left in another, obviously (I am not used to playing bonuses, in my conscience I was fully confident that I had at least 24 more hours to continue maximizing it), I was totally convinced that my performance was within the rules.

To what extent would these factors give me the right to recover it?

Is there a legal way to make them see that they have abused my trust and betrayed me?

Is there a way to come to my senses and give me the opportunity to spend it on the balance I had available, which went up to €1,770?

Or do we always lose the same ones, the big one crushes the little one?

Sincerely,

joserencuest

Buenos días Petronela,

yo no pongo en duda que el bono expirase el día 13 a las 00:00 horas, pero el hecho de que yo pudiera continuar jugando hasta 15 minutos después de la barrera horaria y además sumando capital al bono jugable, (por que le garantizo que si es con saldo real la conexión te la cortan cuando agotas tu saldo), unido a la mala información que recibí de dos de las personas de AATT que me acreditaban verbalmente que me quedaban 24 horas en uno de los casos y que me quedaban 48 horas en otro, evidentemente, (no tengo costumbre de jugar bonos, en mi conciencia estaba toda la confianza puesta de que contaba con al menos 24 horas más para seguir maximizándolo), estaba totalmente convencido de que mi actuación estaba dentro de las reglas.

¿Hasta que punto esos factores me darían derecho a recuperarlo?

¿Existe forma legal de hacerles ver que han abusado de mi confianza y me han traicionado?

¿Hay alguna manera de entrar en razón y me den la oportunidad de consumirlo en el saldo que tenía disponible que subió hasta 1770€?

¿O siempre perdemos los mismos, el grande aplasta al pequeño?

Atentamente,

joserencuest

I understand your point of view, joserencuest. Live chat should give correct information and be accurate and professional. Nevertheless, we're all just humans, and mistakes occur sometimes. Since the correct information was displayed in your player's account and the wrong information was given to you by live chat, we decided to reject your complaint. If it was the other way around, we would try to help you but we consider the displayed information in your account to prevail.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

I thank you for your attention and for reviewing my case, but I have nothing more to add.

For my part, you can proceed to close the case when you see fit.

Thank you!

Le agradezco la atención prestada y que hayan revisado mi caso, pero no tengo mas que añadir.

Por mi parte puede proceder a cerrar el caso cuando lo crea oportuno.

Muchas gracias!

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.