Savarona Casino - Hráč zažil technickou závadu.

Dear Jan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, ideally your game history along with any relevant communication to petronela.k@casino.guru?

Please understand, that without any supporting evidence that it wasn’t you who cancelled the bonus we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

I don't make a video from the game. However, after restarting the casino application, I had the balance of 0 euros and 0 free spins displayed. At the same time, the amount of 370euro was displayed as a selected amount !!!! So I will probably contact the UK Gambling Commission.

Or let the casino return my deposit of 25 euros ...! Thank you Jan.

Video ze hry si nedělám. Nicméně po restartovani aplikace kasina jsem mel zobrazeny zůstatek 0 eur a 0 free spinu. Současně byla částka 370euro zobrazena jako vybraná částka!!!! Pravdepodobne se se tedy obrátím na herni komisy pro hazard UK.

Nebo ať my kasino vrátí mou vloženou částku 25euro...! Děkuji Jan

Thank you very much, Jan, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I will now try to contact the casino and let them know about your issue.

We haven't receive any answer from the casino yet. Please note, if we won't get any respond within the next 7 days, the complaint will be closed as unresolved, which could lead to casino's rating deduction.

We successfuly got in touch with the casino. Extending the timer by 7 days until we receive an official reply from them.

Dear all,

We are sorry for such an unpleasant situation. However, we are here to clarify things out for you as well.

First of all, I want to emphasize that you contacted our support with the problem that your funds were written off from your bonus balance in the amount of 370 EUR. You were explained in the chat that the situation happened for the reason that you canceled the bonus yourself. If the bonus is canceled, your bonus funds will also be written off.

Secondly, you never mentioned in the chat that you had technical problems on the site. In case of any complaints about the technical work, our support responds quickly and professionally. If you complain to us personally regarding the technical issues, your problem is considered in detail and looking for a solution. However, we see that you did not provide any visual evidence, neither to us personally nor in your complaint. Also, you never mentioned the technical aspect in the chat to our support. From our side, we rely on the information in the system, where it is clearly checked that the bonus was canceled by you.

We are sorry that you lost your winnings, but remember that you may choose whether to use the bonuses on our site or not. And in case you activate the bonus, you must fulfill certain conditions that are mentioned on our site. That is why the support manager said that unfortunately the funds cannot be refunded in your case.

I understand how frustrating this must have been for you. But you also need to understand that there are certain rules that players must follow.

Warm regards,

Savarona casino team

Dear Culin,

In case you have canceled your bonus on your own, there isn't much we can do for you. The casino was only acting according to their terms and conditions. I'm really sorry that we could not help you more with this case but please do not hesitate to contact us if you will come across any other trouble in the future, we will gladly try to help.

Best regards,

Nick

Casino.guru