Winnerama Casino - プレイヤーのボーナスは、彼の同意なしに自動的にアクティブ化されました。

I deposited 50 dollars and started playing everything was fine but when I went to cashout my 600 dollars Worth of winning they said I had 3dollars available and 600 dollars in bonus money I never asked for a f***g bonus nor did I even know that I had a f***g bonus running and now that i am trying to get a refund the whole company is ignoring me its f***g disgusting customer service o give it a rating of negative 1000 stars 👎

Dear Harley,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

Firstly, could you please advise if you have tried to communicate with casino the option of opting out from any promotional offers prior to start playing? Have you redeemed or obtained any promotional offers from this casino in the past? Could you please forward your bonus history to petronela.k@casino.guru?

Secondly, I would kindly ask you, to watch your language. I fully understand your frustration and disappointment, but if you wish to proceed with this complaint, you need to refrain from using abusive language.

I will be waiting for your reply patiently. Thank you in advance.

Best regards,

Petronela

If I knew about the bonus prior to starting I would have tried to cancel it straight away. But they said because I started using it their was nothing I could do even though I told them I would be fine with them taking all my winnings and leaving me with my original deposit

Dear Harley,

Is there any relevant communication between you and the casino which you could forward to me? Thank you very much in advance.

They have not answered to any of my messages to their security or support email accounts

Thank you very much, Harley, for your reply. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Harley.

Because we don't know why the casino took away your winnings, I would like to invite the casino representative into the case. Please explain to us what happened and what was the reason that Harley's winnings were confiscated.

Hello,

We hope this message finds you well!

Kindly note that when you made your first deposit with us, you received a a 200% bonus as part of our Welcome Package. As per our Bonus Rules item 2.2.3.4. If you are currently receiving bonuses and do not wish to accept them, BEFORE making a deposit, you must contact one of our Customer Service Advisors via the Chat functionality within the casino and ask them to remove the bonus from your account. As a result, this will also opt you out of ALL future bonuses.

When making the first deposit, you have the option to choose between 100% cashback or the 200% bonus, and are prompted to do so prior to making the transaction. Additionally, after making the deposit, if you haven't started playing your balance, which in this case consisted of the deposit of 50, and the bonus of 100, you can also contact us on Live Chat in order to cancel the bonus. Alternatively, you can cancel the bonus yourself from the Bonus Overview section of the website.

Regrettably, when you contacted us on chat, you had already started playing the deposit and deposit bonus and at that point the bonus could no longer be removed.

If you would like, we can place a bonus block on your account so that in the future you will not receive any sort of bonuses at all. Additionally, we also offer cashback for deposits instead of the bonus offer. Feel free to contact your Account Manager on chat for the best cashback offer on that day.

Should you require any additional help or information, please do not hesitate to contact us, we are available 24/7.

Kind regards,

Winnerama Casino

Hello.

I am very sorry for the delayed answer. I am recovering from covid-19, and for some time I wasn't able to answer (covid hit me really hardly)

Harley, what casino wrote make sense. Most of the casinos automatically give players the bonuses, and you had many options on how to cancel the bonus. The $600 in bonus money you can still convert to real money (if you already not do it)

Dear Harley,

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.