I deposited $80 (Live dealer) on 1/3 14 and signed up with a 225% bonus balance of $180. I had played for about a week and my Bonus Balance was over $360. One day I logged in and to my surprise my entire Bonus Balance was $0. This also happened at MoneyStorm Casino which is owned by the same company. Too bad that I did not know.
I tried to explain that my account showed that I had wagered $0 and my rollover balance also showed $0 which would be IMPOSSIBLE.
I called Customer NO-SERVICE and the conversation was this:
Erick R. - Pamper Casino Sat, 1/11/2014 11:19:02 pm
Hello XXXXXXXXXXX. How may I help you?
XXXXXXXXXXX Sat, 1/11/2014 11:21:35 pm
Yes for the last three days I have been told that because of maintenance I cannot play live games with my bonus balance which has disappeared. It states that I have $0 when I am supposed to have around $400. Can you help me find my bonus balance?
Erick R. - Pamper Casino Sat, 1/11/2014 11:22:17 pm
XXXXXXXXXXX the problem for the past 3 days are with the GAMINATOR games not with live dealer games
In fact I see that you played a bonus of $180 from live dealer yesterday
You redeemed it on the 3rd and yesterday at 13:04:06 EST played the last of it till got zero
XXXXXXXXXXX Sat, 1/11/2014 11:25:03 pm
Now I am completely confused. You are telling me all I have left is my regular balance of $80?
Erick R. - Pamper Casino Sat, 1/11/2014 11:26:01 pm
I am telling you that you had used the live dealer bonus balance zeroed out
XXXXXXXXXXX Sat, 1/11/2014 11:29:15 pm
I had a bonus balance of around $400 with a rollover of 22%. I deposited $80 then received a bonus balance of $180 I would say about a week ago.
Erick R. - Pamper Casino Sat, 1/11/2014 11:30:28 pm
I am sorry XXXXXXXXXXX, but the system just allow me to see the time and date of the bonus you got and the time and date of when the bonus was lost. Yes the latest live dealer bonus was redeemed 2014-01-03 at 15:56 and LOST (ZERO) yesterday 2014-01-10 at 13:04
XXXXXXXXXXX Sat, 1/11/2014 11:32:33 pm
How was it lost because I built it up through Blackjack playing for the past week. Your computer made an error. What are you going to do?
Erick R. - Pamper Casino Sat, 1/11/2014 11:35:06 pm
I am sorry I wish I could be more helpful and tell you how and when your bonus balance drop to zero, but customer support does not have access to see game logs or gaming history, and according to the login records all logs have been made from the same IP address, so if it was not you who wagered that bonus and lost it yesterday, then someone else at your household did it,