Ag Awards

Always Cool Casino - Bonus money disappeared, horrible costumer service

Complaint Info
Disputed casino Always Cool Casino
Reason Missing Funds
Posted on May 16, 2014

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

Posted on February 18, 2014

Dear @sergio333,

Please let us know if there's an update regarding your ongoing complaint.

Posted on April 12, 2014

Dear @sergio333,

Please confirm if the issue has been resolved. Please be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

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