Winnings Casino - Hráčův bonus nebyl připsán.

The deposit to the casino was 30 euros and I did not receive the first deposit bonus offered.

Chat reported that some higher authority reported that I did not

not eligible for the bonus and if I wish I can withdraw the deposit

but I can't get to the casino from home.

I would also like to know why I am not eligible for bonuses. The same problem exists at other casinos of this operator.

Talletin casinolle 30 euroa enkä saanut tarjottua ensitalletusbonusta.

Chatti ilmoitti että jostain korkeammalta taholta ilmoitettiin että en

ole oikeutettu bonukseen ja halutessani voin kotiuttaa talletuksen

mutta en pääse casinolle kotiuttaan .

Haluaisin tietää myös miksi en ole oikeutettu bonuksiin . Sama ongelma on muillakin tämän operaattorin casinoilla .

Dear Asko,

Thank you for submitting your complaint. I’m sorry to hear about your bad experience. Could you please confirm that your deposited amount has stayed untouched?

Would you be so kind and 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. Alternatively, you can post it here.

Looking forward to hearing from you.

Best regards,

Kristina

The deposit is still at the Casino.

Sorry, the conversation with Chat is no longer there, but Chat wrote

that higher authorities have been notified that I cannot receive bonuses but may withdraw the deposit

but the casino does not display a menu from which to withdraw.

When I try to log in to the casino, there will always be a start page asking me to log in or register

but when you open a game there will be a deposit.

Talletus on vielä casinolla .

Valitettavasti ei ole enää tallella Chatin kanssa käytyä keskustelua mutta Chatti kirjoitti

että ylemmiltä tahoilta on ilmoitettu että en voi saada bonuksia mutta voin kotiuttaa talletuksen

mutta casinolla ei näy sellaista valikkoa josta voisi kotiuttaa .

Kun koitan kirjautua casinolle tulee aina se aloitus sivu jossa pyydetään kirjautuun tai rekistöröitymään

mutta kun aukaisee jonkun pelin siellä näkyy talletettu summa .

Thank you very much Asko for your reply. I will now transfer your complaint to my colleague Adam 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 Asko,

I have reviewed your case and will try to contact the casino to see if I can help.

Now the Casino website is up and running from my home but I still want to know

why you are not eligible for the bonus at this Casino and other casinos of this operator

Nyt casinon sivut toimii ja pääsin kotiuttaan mutta viellä haluaisin tietää

miksen ole oikeutettu bonukseen tällä casinolla ja muillakaan tämän operaattorin casinoilla

Hello Asko,

Thank you for the update, I am awaiting a response from the casino and will keep you informed of any developments.

Hello Asko,

I tried to contact the casino by email but received no response.

I have been informed by the casino's live support that they will not discuss a player's account with a third party and that you need to contact them yourself.

As such I will have to close this complaint as unresolved.

If you wish to take the matter further, I recommend you to contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It's a good licensing authority and has better options and tools to help players. 

I wish I could be of more help,

Best regards,

Adam