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I had a problem with this casino, yesterday I made my first deposit for €15, they give you a 100% bonus with the first deposit, the thing is that they say that for the bonus money to become real money, you have to bet the bonus 35 times, which is €525, 15x35=525 there is no more... I fulfilled the wagering requirement more than enough, but the bonus money never went to my real account, to the main one, and I lost the bonus, I have spoken to them, but the explanations they give me, apart from not being true, are taking the piss out of me, since I fulfilled the wagering requirement, they should also have given me 30FS which never happened either, I am going to attach a screenshot, I do not understand how if I have bet more than €1000 of the bonus, taking into account that I had to bet €525 to redeem the bonus, they did not do it... I want them to give me the money I had in the bonus account as soon as I met the wagering requirement, wow, if when I bet the €525 at that time there were €200 I want them, as if they were €100, but I want my money back, or for them to return the money I deposited on that page, because they are thieves, when they saw that I was earning money with the bonus, and I could have converted it into real money, I don't know what they did, that it never became real money, this casino... If they see that you win... they steal from you

In the image you can see what the people in the chat couldn't explain to me, or didn't want to: if to convert the bonus into real money, I had to bet €525 because I had already bet €1106 and it was still a bonus? Please... I don't want to be rude, but I don't want to be scammed either.

He tenido un problema con este casino, ayer hice mi primer depósito por 15€, te dan un bono del 100% con el primer depósito, el caso es que dicen que para que el dinero del bono, pase a ser dinero real, tienes que apostar el bono 35 veces, cosa que son 525€, 15x35=525 no hay más… cumplí con el requisito de apuesta de sobra, pero el dinero del bono, nunca pasó a mi cuenta real, a la principal, y perdí el bono, he hablado con ellos, pero las explicaciones que me dan, a parte que no son ciertas, me están tomando el pelo, al haber cumplido con el requisito de apuesta, también deberían haberme dado 30FS cosa, que tampoco pasó nunca, voy a adjuntar una captura de pantalla, no entiendo como si llevando apostado más de 1000€ del bono, teniendo en cuenta que tenia que apostar 525€ para canjear el bono, no lo hicieron… quiero que me den el dinero que tenia en la cuenta del bono en cuanto cumplí con el requisito de apuesta, vaya, si cuando aposté los 525€ en ese momento habían 200€ los quiero, como si son 100€, pero quiero mi dinero, o que me devuelvan el dinero que he depositado en esa página, porque son unos ladrones, cuando han visto que estaba ganando dinero con el bono, y lo podría haber convertido en dinero real, no se que habrán hecho, que nunca paso a ser dinero real, este casino…. Si ven que ganas… te roban

en la imagen se ve, que es lo que no han sabido explicarme la gente del chat, o no han querido, si para convertir el bono en dinero real, tenia que apostar 525€ por que llevaba apostado 1106€ y seguía siendo un bono?? Por favor… no quiero ir a malas, pero tampoco quiero que me estafen

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you already asked the casino for your game history in Excel format? If not, could you please request it and send it to us once you receive it?

Could you specify the exact date and time when you believe you completed the wagering requirement and the issue occurred?

Would you be able to forward the communication you had with the casino regarding this problem? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

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I've spoken to them, but the truth is that they haven't paid attention to me, they tell me that I lost the bonus, and that's it, now I'll ask them what you told me.

He hablado con ellos, pero la verdad es que no me han hecho caso, me dicen que perdí el bono, y ya está, ahora les pediré lo que tú me dijiste

Hello, I'm back here to answer, in case I haven't explained myself well, I sent you the Excel file of the games by email, also a couple of screenshots of the conversations I had in the chat, I want to emphasize that at all times, they tell me that I lost the bonus, but I have told them that the € 15 bonus was supposed to be bet 35 times, which is € 525, what I don't understand is that if I have to bet € 525 to meet the wagering requirement, I ended up betting € 1106 more or less and not only are the winnings not converted into real money, but on top of that they tell me that I have lost the bonus ... how do they tell me that I have lost the bonus, if when I met the wagering requirement, which was € 525, I would have more than € 100 in the bonus account ... that, they have not explained it to me, they have not told me absolutely anything about that, they only rely on telling me that I lost the bonus… obviously, in the end I continued playing and playing and I lost it… the thing is, if there hadn’t been any error, when I got to bet the total of € 525 I would have won the bonus, they would have put the winnings in real money, and they would also have given me the 30FS that they are supposed to give you when you win the bonus… but these people, it’s not that they are incompetent, it’s that they take people for fools, because all I did was tell the guy in the chat, and to top it off he told me that they had already told me many times that I had lost the bonus… and that they had already explained the situation to me… so what’s going on? There is an error on your casino’s part, where the customer loses the money and they take the customer for a fool and don’t pay attention to him? I told them that I wanted the money I had at the time I redeemed the bonus in my main account, that is, at the time I met the wagering requirement of the bonus, the bonus should have been converted into real money, I am going to attach two more screenshots, one where it shows the bets I had made, which was a total of € 1106, which at that time I should not have been able to take the screenshot, because it is assumed that by then I had already met the requirement and that bonus should already have been my money, and another where it states the conditions of the bonuses.

That's what I didn't understand, I had to bet €525 but having bet €1106 it doesn't convert into real money, and they tell me I lost the bonus... no, I didn't lose it, I won it, it looks good there.

And in this screenshot it is very clear that you have to bet 35 times, if you do the math, it is very clear, the amount of my bonus was €15 if you multiply that, 15x35=525 the math does not lie, those who are deceiving are the people in this casino, there must have been some error in their casino, and far from solving it, they lie to me and scam me.

Hola, vuelvo a hablar por aqui, para contestar, por si no me he explicado bien, te mandé al correo electrónico el archivo de las jugadas en Excel, también un par de capturas de pantalla de las conversaciones que tuve por el chat, quiero recalcar, que en todo momento, me dicen que perdí el bono, pero yo les he comentado que se supone que el bono de 15€ tenía que apostarlo 35 veces, lo cual son 525€, es que lo que no entiendo, es que si tengo que apostar 525€ para cumplir el requisito de apuesta, haya terminado apostando 1106€ mas o menos y no solo es que no se convirtiesen las ganancias en dinero real, sino que encima me digan que he perdido el bono… como me dicen que he perdido el bono, si cuando cumplí el requisito de apuestas, que eran 525€ tendría en la cuenta de bono más de 100€… es que eso, no me lo han explicado, de eso no me han dicho absolutamente nada, solo se basan en decirme que he perdido el bono… evidentemente, al final continué jugando y jugando y lo perdí… la cosa es que si no hubiese habido ningún fallo, cuando llegue a apostar el total de 525€ habría ganado el bono, me hubiesen puesto las ganancias en dinero real, y también me habrían dado los 30FS que se supone que te dan al ganar el bono… pero esta gente, no es que sean unos incompetentes, es que toman a la gente por tonta, porque yo todo era decirle eso al chico del chat, y para colmo me decia que ya me habían dicho muchas veces que había perdido el bono… y que ya me habían explicado la situación… o sea que pasa? Hay un error de su casino, donde el cliente pierde el dinero y toman al cliente por tonto y no le hacen caso? Les dije que quería en mi cuenta principal el dinero que tenia en el momento en el que canjee el bono, es decir, en el momento que cumplí con el requisito de apuestas del bono, el bono debería haberse convertido en dinero real, te voy a adjuntar dos capturas más de pantalla, una donde pone las apuestas que había hecho yo, que era un total de 1106€, que en ese momento no debería haber podido haber hecho la captura, porque se supone que ahí ya había cumplido el requisito y ese bono ya tendría que haber sido dinero mío, y otra donde pone las condiciones de los bonos.

Eso es lo que no entendí, tenia que apostar 525€ pero habiedno apostado 1106€ no se me convierte en dinero real,y me dicen que perdí el bono… no, no lo perdí, lo gané, ahi se ve bien.

Y en esta captura está bien claro hay que apostar 35 veces, si haces la cuenta, está muy claro, el importe de mi bono, eran 15€ si multiplicas eso, 15x35=525 las matemáticas no engañan, los que engañan son las personas en este casino, habrá ocurrido algún error en su casino, y lejos de solucionarlo, me mienten y me estafan

Dear player, are you referring to the specific welcome bonus described on this page: 22bet Welcome Package?

Just want to confirm if this is the exact bonus you had activated.

Yes, it was the first deposit bonus.

Sí, era el bono por el primer depósito

Dear player, could you please send me the bonus history related to your account? Also, could you explain how exactly you activated the bonus?

From the game history you provided, it looks like you played only with real money and not with the bonus funds. It seems that the bonus funds might have been lost before you had the chance to complete the wagering requirement.

Dear player,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Dominika

Casino.Guru