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Good night! I noticed that the casino gave me a bonus of €175 on 28/02/2022 without any notification. Today I decided to use the bonus available on my account and made a withdrawal request in the amount of €200. I immediately received an email with the information that my withdrawal had been canceled as it had not been used within 7 days. Can you help me?

Boa noite! Verifiquei que o o casino me atribui um bonus de 175€ no dia 28/02/2022 sem qualquer notificação. Hoje decidi usar o bonus disponível na minha conta e efetuei um pedido de saque no valor de 200€. Recebi um mail de seguida com a informação que o meu saque tinha sido cancelado pois nao foi usado dentro dos 7 dias. Podem ajudar-me?

Dear Li1979, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you accumulated these winnings with an expired bonus that was given to you by the casino?

Have you tried discussing this issue with the casino directly? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

Looking forward to hearing from you.

Best regards, 

Kristina

Hi Cristina,

thank you very much for the quick reply.

Yes, the amount of € 200 was won with a bonus that the casino credited to my account, which I was not informed, nor did I know it was valid, and was available in my account.

I tried to contact the casino via chat without success, so I turn to you in an attempt to solve my problem.

Compliments,

Liliana M***

Olá Cristina,

muito obrigada pela rápida resposta.

Sim, o valor de 200€ foi ganho com um bonus que o casino me creditou na conta, em que nao fui informada, nem sabia que tinha validade, e estava disponível na minha conta.

Tentei contactar o casino pelo chat sem sucesso por isso recorro a voces na tentativa de resolução do meu problema.

Cumprimentos,

Liliana M***

Cristina here is the casino answer

Cristina aqui está a resposta do casino

Cristina is unable to chat with the casino. When there are no arguments, they close the chat without any indication. I am furious with this treatment.

Cristina é impossivel falar com o casino no chat. Quando nao existem argumentos fecham o chat sem qualquer indicação. Fico furiosa com este tratamento.

The general conditions effectively inform the validity of the bonus, but also indicate that if you do not play within 7 days, the bonus will be forfeited. That's not what happened. The bonus became available on my account.

"1.1.5. The bonus expires 7 days after granting, which means that a player must complete the wagering requirement for the bonus received within 7 days, otherwise the bonus along with all winnings earned on said bonus will be lost."

As condições gerais efetivamente informa a validade do bonus, mas também indica que no caso de não jogar no prazo de 7 dias o mesmo será perdido. Não foi o que aconteceu. O bonus ficou disponível na minha conta.

"1.1.5. O bônus expira 7 dias após a concessão, o que significa que um jogador deve completar o requisito de aposta para o bônus recebido dentro de 7 dias, caso contrário, o bônus juntamente com todos os ganhos obtidos no referido bônus serão perdidos."

Thank you for your reply, Li1979. Do I understand correctly that this bonus was a free chip given to you by the casino? Or did you make any deposits in order to receive it?

Good Morning! It was a deposit bonus. But as it was not immediately available I ended up forgetting the bonus.

Bom dia! Foi um bonus de depósito. Mas como não foi disponibilizado de imediato acabei por esquecer o bonus.

Could you please clarify when exactly you deposited (date and time) and when exactly the casino credited you this bonus (also date and time)?

Good morning Kristina.

Deposit €50 on 28/02 at 20:19.

Bonus €175 on 02/28 at 20:49.

Bom dia Kristina.

Depósito 50€ no dia 28/02 ás 20h19m.

Bonus 175€ no dia 28/02 ás 20h49m.

Thank you. Please understand that it can take a few minutes, sometimes even hours to credit the bonus. Even though I admit that it was not very user-friendly that the expired bonus was still available to you, the bonus was credited shortly after you activated it with the deposit. Therefore, you had more than enough time to notice the bonus and play with it.

Unfortunately, we are not able to help you further under these circumstances. Most bonuses have an expiry date, and there is nothing we can do about it because casinos are free to set their bonus rules as they wish. There is no way that the casino would pay you the winnings accumulated with the expired bonus just because you forgot about it.

Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to reject this complaint. Thank you very much for your understanding.

Thank you very much for your availability. I agree with your answer, although I think the casino shouldn't keep an expired bonus on the customer's account.

Compliments

LM

Muito obrigada pela vossa disponibilidade. Concordo com a vossa resposta, embora ache que o casino não deveria manter um bonus expirado na conta do cliente.

Cumprimentos

LM

Thank you very much for your understanding Li1979.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.