Kosmonaut Casino - Der Spieler konnte seine Freispielgewinne nicht abheben.

Hello good afternoon

I accepted 2 offers from this bookmaker

Where depositing, I would be entitled to 2 waves of free spins, in each offer

The first free spins were added to my account normally, and I was able to withdraw my winnings

Plus the second portion of free spins plus was automatically credited to my account.

I had to contact his chat so they could add the spins to my account.

They added the missing spins to my account, but added a rollover for me to make free spins winnings, and the offer is free spins with no wagering requirements.

The offer expired on the same day and I was unable to withdraw the free spins winnings.

The chat agent confirmed to me several times that the free spins are with a 0 wagering requirement yet he said that I would have to complete the rollover/wagering requirements in order to be able to withdraw my winnings

Olá boa tarde

Aceitei 2 ofertas dessa casa de apostas

Onde depositando,eu teria direito a 2 levas de giros grátis,em cada oferta 

Os primeiros giros grátis foram adicionados a minha conta normalmente,e consegui retirar meus ganhos 

Mais a segunda porção de giros grátis mais foi creditada automaticamente na minha conta.

Tive que entrar em contato com o chat dele para eles poderem adicionar os giros na minha conta.

Adicionaram os giros que faltava na minha conta, porém adicionaram um rollover para eu fazer nós ganhos das rodadas grátis,sendo que a oferta é de giros grátis sem requisitos de apostas.

A oferta expirou no mesmo dia e eu não consegui retirar os ganhos das rodadas grátis.

O atendente do chat me confirmou várias vezes que os giros grátis são com exigência de 0 em apostas mesmo assim disse que eu teria que completar o rollover/requisitos de apostas para poder retirar meus ganhos 

Dear Solarizy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions but I didn't find specific rules for Big Wild Buffalo 190 No Wager Free Spins promotion.

Are these the disputed Free Spins or these are the ones that you got approved?

Could you please forward your game history to petronela.k@casino.guru?

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

Best regards,

Petronela

Are these the free spins played or are these the ones you approved?

I don't understand your question!, these are the second portion of free spins of the offer

The first portion of 50/95 was automatically deposited in my account

As the second portion didn't land on my account, they manually added it.

History of what period?,the play history of the offer?

Essas são as rodadas grátis disputadas ou essas são as que você aprovou?

Não entendi sua pergunta!,essas são a segunda porção de rodadas grátis da oferta

A primeira porção de 50/95 caiu automático na minha conta

Como a segunda porção não caiu na minha conta,eles adicionaram manualmente.

Histórico de que período?,o histórico de jogo da oferta?

I understand now. From the total of 95 Free Spins, you received 50 first and then another 45 were added to your account but with wagering attached to them, correct?

There were 2 offers

One with 50+50 spins the other with 95+95 spins.

I received 50 spins from the first offer

After 95 of the second offer.

There was a +50 missing from the first of the first offer

and +95 spins from the second offer.

It was these missing spins that added wagering requirements.

Foram 2 ofertas

Uma de 50+50 giros a outra de 95+95 giros.

Recebi 50 giros da primeira oferta

Depois 95 da segunda oferta.

Aí faltava +50 da primeira da primeira oferta

e +95 giros da segunda oferta.

Foi nesses giros que faltavam que adicionaram requisitos de apostas.

Thank you very much, Solarizy, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) 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 Solarizy,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Hello!

The player took the bonus on the last day of the promotion, the bonus consists of two packs, which are issued one after the other, one and then 24 hours later the second pack.

The second pack was not credited to the player, as it was already the next day after the end of the promotion.

Our casino managers, on the contrary, gave freespins the day after the end of the promotion but with the wager of course, even considering her high bonus ratio. The player should pay more attention to the timing of promotions and carefully read the rules of bonuses 🙂

Best regards,

Kosmonaut Casino

Dear casino representative, did you inform the player that this bonus comes with the wagering? Did you explain the situation to her? (about promo expiration time)

The casino doesn't have to personally explain the terms and conditions of the promotion to each player, for this there are bonus terms and conditions of each promotion, which players must read before using the promotion.

Yes, sure, the player has been informed.

Dear Solarizy,

The casino representative explained the situation. If you were informed that the spins you got after the promotion expired have wagering requirements, you need to complete the wagering to withdraw winnings.

The promotion expired because the remaining spins were not automatically added to my account the next day.

A promoção expirou por que os giros restantes não foram adicionados automaticamente no dia seguinte a minha conta.

Dear Solarizy,

Could you please tell me (and ideally send a screenshot) when you claimed the free spins and when you received the free spins?

(screens from game history/promo history)

Because from the screenshots first promotion starts 8.11. and ends on 9.11. and the second one starts at 10.11 and ends at 11.11.

Based on what the casino's representative wrote, you claimed the first promo on 9.11. and because the promo expired the next day, they gave you, instead of 50FS, the 95FS from a second promo.

(Normally, after the expiration, you should lose all the balance generated from these spins)

Dear Solarizy,

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.

You can close the claim

Pode dar a reclamação encerrada

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.