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I claimed a 50% bonus and deposited 196€.

The 196€ was displayed as locked and 196€ as bonus money.

I played normally and had about 936€ after completing the wagering requirements. As soon as the wagering was completed, my bonus balance was deleted and only the 196€ remained, which was still displayed as locked and not withdrawable. The support addressed the issue and returned some of the money to me. However, exactly 196€ was missing, as this locked money was not shown in the betting history. I could prove this if the support would send me the game history of Bock on Power from 30/31.1.2024, as I have a screenshot of my balance after a big win.

I have been waiting for 7 days now, and I am always told that the technical team is taking care of it.

So it's about 196€, which is in my account but frozen. and again about 196€ which were simply deleted.

Ich habe einen 50% Bonus in Anspruch genommen und 196€ eingezahlt.

Dabei wurden die 196€ als gesperrt angezeigt und 196€ als Bonusgeld.

Ich habe normal gespielt, und hatte nach wagerende ca. 936€. Direkt nach Wagerende, wurde meine Bonusbalance gelöscht und es blieben nur noch die 196€, welche immer noch als gesperrt angezeigt wurden und nicht auszahlbar waren. Der support bearbeitete den Fall, und gab mir einen Teil des Geldes wieder. Es fehlten aber genau 196€, da dieses gesperrte Geld nicht in der Wetthistory mit angezeigt wurde. Dies könnte ich auch beweisen, wenn der Support mir die Spielhistory von Bock auf Power, vom 30/31.1.2024 zukommen lassen würde, weil ich einen Screenshot von meiner Balance nach einen großen Gewinn habe.

Nun warte ich schon 7 Tage, und es wird immer gesagt die Technik kümmert sich darum.

Es geht also einemal um 196€, welche auf meinem Konto sind, aber eingefroren. und um noch einmal 196€ welche einfach gelöscht wurden.

Dear niklasrix2,

Thank you very much for submitting your complaint.

I'm sorry to hear about the issue you've encountered with your bonus balance at the online casino.

To assist you further, could you please provide more information regarding the resolution offered by the support team?

• Specifically, could you clarify how much of the missing 196€ was returned to you?
• Additionally, any details you can share about the response from the technical team would be helpful for us to better understand the current status of your account.
• Could you please specify which exact bonus you activated?

Your cooperation in providing these details will help us investigate and work towards a resolution.

If there's any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

The blocked €196 was refunded.

The deleted €196 was not refunded.

It was the 2nd deposit bonus.

I sent details by email.

Die gesperrten 196€ wurden erstattet.

Die gelöschten 196€ wurden nicht erstattet.

Es war der 2. depositbonus.

Details habe ich per Mail geschickt.

Update: today all the money was credited to me. the case can be closed.

Update: heute wurde mir das gesammte Geld gutgeschrieben. der Fall kann geschlossen werden.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, niklasrix2, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru