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Hello, I received a bonus of 100 that I tried to deactivate several times but failed. However, it appeared when I was playing, and my winnings went to the bonus money. Unfortunately, I've experienced this before and tried to chat and explain, but they only said I needed to play with the money I had left, so everything I win goes towards the bonus. This is insane. I withdrew my 25, and they took 40, which is really unfair.

Hej fick en bonus för 100 som jag försökte flera gånger avaktivera men misslyckades. Men som dök upp när jag spela. Där min vinst gick till bonuspengarna har tyvärr varit med om detta och försökte då Chatta och förklara där dom endast sa att jag skulle spela upp för dom pengarna jag hade kvar så allt jag vinner går till bonus. Detta är ju inte klokt. Tog ut mina 25 och dom tog 40 riktigt svinigt.

Dear ellenorsemmelhack,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue. Please allow me to ask a few questions to better understand your situation.

Am I correct in understanding that you have already withdrawn the money from your account and the bonus is no longer active?

Please note that we can assist players in deactivating a bonus only if it has not been used for wagering. Once you start wagering with a bonus, the terms and conditions of the bonus apply. This means that withdrawing your balance before completing the wagering requirements will typically result in the loss of any winnings accumulated through the bonus.

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear ellenorsemmelhack,

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.