- Refusing to reinstate bonus or refund my deposit

paperroute Australia
posted on February 17, 2016.

I played a large bet on Vegas Crap while using a bonus. The game became stuck and frozen. I can't do anything. I tried to press other keys but nothing happened. So I exit out the game and forfeited my bonus because i figured this maybe the reason it didnt work. Sure enough after forfeiting the game played out and didn't return my original bet. I went to chat and a chat agent by the name of Valentijn credit me back my original deposit of 125 mBTC. I told Valentijn that the game of faulty and I wanted to continue to play with my deposit + Bonus. The CS agent made an exception and placed the bonus back into my account. I preceded to play BJ placing large bets when allow of a sudden. My balance had when down considerably. Valentijn had removed the bonus after he had agreed to allow me to redo the wagering. By removing the funds while I was betting. This cause me to lose my original deposit. This is very misleading to give something and then take it away without notification. But while bets or being made. I tried to reason with him but to no avail. I even asked to speak to a manager in which he refused to do so. The fair thing to do is return my deposit or either return the original balance and allow me to complete the bonus requirement. To take away a bonus while someone is playing is not right.

posted on February 19, 2016.

Hi Paperroute,

The reason why your original deposit and bonus were in limbo is because you forfeited your bonus after making a bet, but before claiming the win from the game. Many users have attempted this for various reasons.

Your original deposit of 0.125 was returned to you after the incident. The bonus was not re-added due to inconsistent activities.

Should you require further information please feel free to contact our customer support and ask to speak to the Security Department as per the suggestion made by our representative on Askgamblers. Unfortunately we cannot disclose details of issues involving users and security in a public location.

Best Regards!

posted on February 22, 2016.

Dear @paperroute,

Are you satisfied with a casino response, can we close this complaint? Please be advised that in case you fail to respond within the given time frame we will consider this case as resolved and closed.