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Hello, I used the frist deposit bonus in the casino today. The deposit and everything else wasn't a problem either. However, this bonus is advertised there as a NON STICKY bonus and when I had won something about 550 € and canceled the bonus in order to withdraw, only my deposit was left in the account.

Chat then told me it was a non sticky bonus but it works like a sticky bonus. Which is totally stupid because I can't advertise a bonus as non sticky but treat it as a sticky bonus. So the money is gone and I won't see it again. One click and away. All because I thought it would be a non sticky bonus as stated in the bonus policy. Regardless of whether you put the page in German or English, it always says non sticky, but is treated as a sticky bonus that you have to implement completely. I think extremely shit and for me it is also something like fraud.

Hallo, ich habe heute in dem Casino den frist deposit Bonus benutzt. Die Einzahlung und alles andere war auch kein Problem. Allerdings wird dieser Bonus dort als NON STICKY Bonus beworben und als ich etwas gewonne hatte ca. 550€ und den Bonus abgebrochen habe um auszuzahlen war nur noch meine Einzahlung auf dem Konto.

Chat sagte mir dann das es ein non sticky bonus ist aber er wie ein Sticky Bonus funktioniert. Was total dämlich ist weil ich kann einen Bonus nicht als non sticky anpreisen aber ihn als sticky Bonus behandeln. Also die Kohle ist futsch und werd ich auch nicht wieder sehen. Ein Klick und weg. Alles weil ich dachte es wäre, wie in den Bonusbestimmungen angegeben, ein Non Sticky Bonus. Egal ob man die Seite auf deutsch oder englisch stellt, da steht immer non sticky, wird aber als sticky bonus, den man also komplett umsetzten muss behandelt. Find ich extrem scheisse und ist für mich auch sowas wie Betrug.

Dear Michael,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Bonus T&Cs (https://praisecasino.com/en/bonus-terms-conditions) and I found this:

"All the bonuses are non-sticky. It means, you cannot request your withdrawal until wagering requirements are fully fulfilled. Also, you start playing for real money first, then for bonus money, and as soon as bonus money is lost, the bonus also gets lost."

Could you please confirm that you completed the wagering requirements for the bonus? Please forward any communication between you and the casino to kristina.s@casino.guru.

I will be waiting for your reply patiently.

Best regards,

Kristina

Dear Michael,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.