The situation is as follows:
- I claimed the bonus;
- lost the money - balance was zero;
- deposited my own money;
- won the money'
Casino is saying, that the money which I won, is not real, because I didnt opt out from the bonus.
The balance was zero, however, Is it moral? Is it fair? Is it honest? I don't think so.
To confirm my description, there is a letter from the casino:
"We’ve investigated your enquiry regarding virtual playable money.
On October,13th you claimed No deposit bonus by our partner - ASKGAMBLER, while wagering all funds were lost, but bonus remained activated.
After depositing you continued to play using the bonus. That’s why the system operated with your balance as the virtual one.
For now you should disable the bonus by your end or we can do it manually. If you do that all winnings will disappear.
We can’t convert virtual balance to real money, it isn’t possible technically.
If you have any questions, please do not hesitate to write me again.
Have a pleasant evening and good luck!
My expectation is to give me money which I won. Make them available for withdrawal.It's not a lot of money, so I dont understand why they are trying to be dishonest.
If not, I dont see any reason for gambling.
I have tried to solve this issue with the casino - I have had numerous conversation with they staff. As you can see, they are wishing me good luck only.