Casinostars - Die Auszahlung des Spielers verzögert sich aufgrund eines Bonusproblems.

Hello, last night I made a deposit of 50 euros, this money was mine without any bonus and I won 700 euros. This morning I received an email that I had received a rewards bonus which is automatically credited as soon as you change the level, that is, without asking me, 7 euros were automatically credited to my account and now they are telling me that they will not give me the money because it is from the bonus and I will only get my deposit 5 times, which is 250 euros. Why should I lose so much money that I did not ask for and it is credited automatically??

Γεια σας εχτές το βράδυ έκανα καταθέση 50 ευρώ αυτά τα λεφτά ήτανε δικά μου χωρίς κανένα μπόνους και κέρδισα 700 ευρώ.Το πρωί πείρα εμαιλ ότι πείρα ένα μπόνους rewards το οποίο μπαίνει αυτόματα μόλις αλλάξεις το επίπεδο δηλαδή χωρίς να με ρωτήσουν αυτόματα μπήκε στον λογαριασμό μου 7 ευρώ και τώρα μου λένε ότι δεν θα μου δώσουν τα λεφτά επειδή είναι από το μπόνους και μόνο 5 φορες την κατάθεση μου θα πάρω που είναι 250 ευρώ.Γιατι εγώ να χάσω τόσα λεφτά τα οποία δεν τα ζήτησα εγώ και μπαίνει αυτόματα??

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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 a few questions to clarify your situation.

• Could you please send me a screenshot of your bonus history?
• Have you made sure not to activate any bonuses with your deposit?
• When exactly were the 7 euros credited to your casino account as a bonus? Was it during the wagering of your deposit, or only after your deposit had been fully wagered?
• Have you wagered the 7-euro bonus, or did you not play with it at all?

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

Dear TatiaChkhaidze,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.