OdinBet Casino - プレイヤーの撤退が遅れています。

This casino operates with completely separate real money and bonus money accounts.

I used a deposit bonus at this casino, and after the bonus balance was depleted, it was canceled.

However, when attempting to withdraw, I was told the wagering requirements weren't met. Upon checking, for some reason, the wagering requirements for the canceled bonus were applied to my real money balance.

The terms and conditions clearly state the real money wagering requirement is 1x. This means the casino is lying.

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Did you receive any pop-up warning or notification stating that after your bonus balance dropped to zero, the bonus was cancelled and the wagering requirements no longer applied to your real-money balance?
• Am I correct in understanding that when you activated this bonus, the bonus balance was used first, while your real-money balance remained untouched?
• When was the last time you communicated with the casino’s customer support regarding the issue of wagering requirements being applied to your real-money balance?

Your answers will help us assess the case more accurately and determine how we can proceed.

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

Yes. The bonus balance is used first.

After the bonus balance is depleted, the bonus is no longer available from the bonus tab.

Dear andandjonnyx

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello andandjonnyx,

It's Michal once more. I've taken charge of this complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to extend an invitation to OdinBet Casino to participate in this discussion.

Dear OdinBet Casino,

Could you please provide clarification on why the wagering requirements for the bonus still apply when the bonus was lost?

Which rules stipulate this condition, please?

If there are any factors affecting this matter that cannot be shared publicly, do not hesitate to share them with me directly at michal.k@casino.guru.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear andandjonnyx,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, should you want to pursue your complaint further, you can submit it to the Anjouan Gaming Authority.

The Gaming Authority might have more options and tools to help players. Please let me know how they responded at michal.k@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru