I appreciate your feedback since we do want to always improve on our handling of complaints and our general practices but I have to say that I disagree with your conclusion, that we owe you €150. Allow me to explain in a detailed way where the problem lies.
As an online casino you will have tons of players trying in different ways to abuse your bonus offers to gain an unfair advantage. Because of that you have to safeguard yourself and your promotions with pretty strict terms and conditions to ensure that abuse is not possible. This includes limiting the maximum bet while playing with bonus money, removing some games as available for bonus play and also limiting the ways that a bonus can be issued.
We have players every day, who deposit, play with the deposited money and then ask for their bonus from the support. Most of these players do this on purpose in order to give themselves an advantage. If they win with their deposit there is no turnover requirement and they can bank the wins straight away. If they lose with their deposit they get the bonus anyway. This combination leads to a positive equity for the player which is why we insist, that if you encounter a problem with a deposit bonus you MUST get the bonus credited to your account BEFORE you start playing. Otherwise you forfeit your rights to get the bonus.
Now, I am not at all suggesting that the above method of abuse was your intention but as with all restrictive terms aimed at stopping abuse, they sometimes end up hurting players with good intentions and there is nothing we can do to avoid that, unfortunately.
Due to the fact that you had to wait such a long time for a support answer, I would normally be inclined to credit you with the full bonus but when making the decesion there was a big factor that I couldn't ignore. You played your first spin at 15:16 on Sunday, only 58 seconds after completing your deposit. If you had made your deposit, realized that it was not credited probably, written support and given them a reasonable chance to answer and then started your play, I would have been inclined to give you the full €200 bonus, even considering that you played with your deposit before the bonus was credited.
But since you did not write our support until 18:28, way after you lost your deposit, there is nothing I can do to grant you the full bonus.
So, even if support would have been ready to answer your request 1 minute after you sent it, the result would have still been the same. You would not have gotten the bonus.
Please bear in mind that I am not calling you a bonus abuser here, but your actions unfortunately look similar to that of one and we have a very clear policy on cases, where the actions of the player is as we see here.
This also means that the €50 that we ended up giving you is a clear compensation for the long wait you had for support (which I find more than fair and hope you agree). It is not a compensation for the lack of bonus since we will never be able to supply you a first deposit bonus due to the above explained policy.
However, we always allow players who can't get their first deposit bonus on their first deposit, activate the bonus on their 2nd deposit. So, if you wanted to stay with Anna Casino you would still be able to get your bonus on your next deposit. I understand that you don't and obviously, due to the long time you had to wait for support, I don't blame you.
But I can guarantee you that you won't find a lot of casinos in this industry who would allow you to take the bonus with the action falling as it happened in this place so for the future, no matter what casino you decide to play on, remember to ALWAYS make sure that you get your bonus credited correctly before your make your first spin.