Always Cool Casino - Bonus money disapear horrible costumer service

RESOLVED
posted on December 24, 2013.

I was playing with my bonus money I got on live casino, I deposit $33 and got a $75 bonus with a lot of playthrough I got my bonus money up to $140 or so and and my session crash, when I logged back in I only had my real deposit bonus, called and chat with costumer support and they just told me it shows that I lost my money and I need it to open a ticket with pitboss, then I got to talk to pitboss thru de roulette chat and told me to wait some minutes and reopen my session which I did several times and my money still not there

posted on December 26, 2013.

Reply from our tech department :

Our live dealer software provider is Visionary iGaming (ViG). When the player's session crashed it was not closed properly and our side of the software was not informed by ViG that the player had a bonus balance. ViG support team was able to verify the issue and provided me with the necessary details. Customer’s bonus balance at time of session crash was $217.45. I restored the customer’s bonus to the state it was in before the error. Player may resume using this bonus at any time. We apologize for the inconvenience.

posted on December 27, 2013.

Ac casino gave me my bonus back now lets just see if they let me cash it cuz im almost done with the playtrough thank you for now

posted on December 27, 2013.

To be clear, you have not yet completed your WR. Here is the current status :

Bonus Information - Current Bonuses (Live Games)

Code Amount MaxCash WR Amount Wagered

LIVE225 $74.25 $420.25 $5,940.00 $2,356.90

AskGamblers
posted on February 18, 2014.

 Is this complaint solved?

AskGamblers
posted on April 12, 2014.

 Based on player's last comment below this case is now closed and considered as successfully resolved.