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Since the beginning of January, my bonuses have been showing as completed according to the casino's wagering requirements, but the money hasn't been released. My bonus balance and active bonus balance don't match; there's a difference of approximately $1900. I've sent over 20 emails and made numerous attempts to contact the casino's customer service chat, but I haven't received a response. I've also tried contacting them through social media, but there's no answer either. There's no phone number to speak with, so I'm still without a solution. I have more photos, but the system won't let me upload the rest to this complaint. I hope you can help me. Thank you.

Desde inicios de Enero, mis bonos fueron apareciendo como completos en los requisitos del casino pero el dinero no se liberó. El saldo que tengo en bonos y los bonos activos no coinciden, hay una diferencia de $1900 aproximadamente. Llevo más de 20 correos y muchos intentos con el chat de servicio al cliente de la página del casino y no hay respuesta. Escribo por medio de las redes sociales y tampoco. No hay un número de celular para hablar con alguien y entonces sigo sin ninguna solución. Tengo más fotos pero ya no me permite subir a esta queja los que me faltan. Espero que puedan ayudarme. Gracias

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to better clarify your situation.

Based on the screenshots you provided, we’re currently unable to determine whether the winnings from your bonus play were transferred to your real money balance. To help us investigate further, could you please confirm the following:

• Do you have any records in your transaction or balance history showing the winning amounts being transferred to real money?
• Did you receive any email confirmations that your bonus winnings have been converted to real money?
• Do you have any videos or other recordings showing that, despite completing the wagering requirements, the balance was not transferred to your real money balance?
• Please forward any relevant communication with the casino’s customer support to [email protected].

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

Best regards

Veronika