High Country Casino - Hráč si nemůže vybrat své bonusové výhry.

Hello, I made a deposit at the high country casino, which then gave me access to a free $50 code (code: WMD50) for which a wagering of x20 was requested, and a maximum authorized withdrawal of $1000. After having largely fulfilled the wagering requirements (I played $10,750 in all), my withdrawal of $650 was refused because a priori I did not complete the wagering requirements, which are now $15,750, or 315x the amount of bonus, customer service does not help me more, and tells me to play another $4900 before I can withdraw, can you help me?

Bonjour, j'ai effectue un depot au high country casino, qui me donnait accès ensuite a un code de 50$ gratuit (code: WMD50 ) pour lequel un wagering de x20 était demandé, et un retrait de 1000$ maximum autorisé. Apres avoir largement rempli les conditions de mise ( jai joue 10 750$ en tout), mon retrait de 650$ a été refusé car a priori je ne complète pas les exigences de mise, qui sont désormais de 15750$, soit 315x le montant de bonus, le service client ne m'aide pas plus, et me dis de jouer encore 4900$ avant de pouvoir retirer, pouvez vous m'aider ?

Hello Aelig,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that you have found this promo code somewhere in your account?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

Thank you for your emails, Aelig. Could you please clarify how you found these promo codes? How much money did you deposit in order to activate it?

I found the code in the promotion emails that are sent to players, and I deposited $25 with code wmd22, then allowed me to play code wmd50

J'ai trouvé le code dans les emails de promotion qui sont envoyés aux joueurs, et j'ai déposé 25$ avec le code wmd22, me permettant ensuite de jouer le code wmd50

Could you please forward me that promotional email?

Thank you very much Aelig for your cooperation so far. I will now transfer your complaint to my colleague Branislav (branislav.b@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 soon.

Hello, Aelig,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite High Country Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear High Country Casino Team,

Could you please state the reason why was the player requested to continue wagering to meet the wagering requirements? How is it counted? Why did the player see the amount as withdrawable?

Thank you in advance for providing the information.

We would like to ask High Country Casino Team 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 will have a negative impact on the casino's rating.

Dear Aelig,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru