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Casinia Casino - Incorrect translation caused bonus removal, then bonus re-instated with wrong wagering requirements

robertwitt Sweden
posted on January 6, 2018.

I went on their Campaigns-page to look how much I had wagered. It said 0%. Fair enough, some lags occur. Then I see a button at my bonus, same button as shown on the screenshot with my freespins bonus offer. The button says 'Ändra' which in Swedish means 'Change'. Thought it would change the wagering, update it somehow. Clicked the button, no warnings or anything, poof! Bonus is gone and I am certain I only had maximum 10% left of my wagering with, as you can see, a fairly big amount on my account.

I emailed them about it, and this is their response:

Dear Robert < surname removed >,

Thank you for contacting our Casinia Support Team.

We are glad to inform you, that your bonus in amount of 18542.00 SEK was successfully credited back on your account.

If you have any additional question please do not hesitate to contact us via email [email protected] or via Live Chat.

Best Wishes, Team

However, they failed to mention that they also changed the wagering from the original 32,000SEK to a whopping 741,680.
I talked to the live support once again and asked about what the wagering was set to. Their response was simply 40x, not the amount, and I thought that the wagering had just been reset to 0, and I had to start over towards 32,000SEK once more. So I wagered about 8000SEK(and got my balance up to 20,000SEK) before asking once again, for the exact amount this time. And then I got the bad news stated above.
This is 40x not the original bonus, but the restored amount. Therefore making my bonus close-to impossible to fullfill the wagering.

So their translator made a button saying 'Change' instead of 'Remove' 'Cancel' or anything alike, and therefore I lost my whole bonus, when restored I got my wagering massively increased, and support keeps on claiming they can not do anything about it. I offered them to check up how much wagering was left on my active bonus before removal, and simply remove funds equal to the remaining wagering to complete it(this was in very good faith from my part, since there is no way I could lose a straight 100-200 spins while finishing up the bonus).

When I called upon them to tell them that this error is not my fault, its because of their poor translation, they said 'Thanks for your feedback, we will look into this'. But they seem to have no interest in restoring the original wagering, or helping me in any way. This is clearly an error from their side.

posted on January 9, 2018.

Dear valued customer,

Let us congratulate you on your winnings!

We would like to inform that your bonus has been wagered and credited to your real balance.We are sorry for the misunderstanding which has appeared during the chat . We would like to thank you for your suggestions according to the translation, and want to assure you that it will be fixed any time soon.

We are always working on improving our service and try our best so you can have the nicest gaming experience from gaming and the best experience at our casino.

We will always be glad to see you at our site!

Best regards,

robertwitt Sweden
posted on January 10, 2018.

After posting the complaint the issue was resolved, they removed the whole wagering on the bonus and turned my bonus funds into cash funds.

posted on January 10, 2018.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.