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Bob Casino - Unjustly taken funds from my balance after bonus round

RESOLVED
lrosslee South Africa Message
Posted on October 17, 2018

I kept having problems with the bonus functions on the website, but every time I contacted the support staff, they helped but seemed annoyed. I apologised(because I thought it was my fault), but when it did it for the third time, I got annoyed. I deposited money with a bonus code and the bonus didn't show up in my account. I thought it was perhaps me though, so i left it and started playing Wolf Gold. I spun a couple times at the lowest bet 0.25c (Euro) and I got a bonus round. It payed 12.25 and I started to spin again. After the first spin finished all my funds from the bonus disappeared. So I immediately contacted support. He says he'll take a look and lo and behold, Tells me delaying a spin is forbidden and I delayed a spin. I had NO idea what he was talking about, but he rudely told me, 'I obviously did know what it was, because I just did it. After contesting this and trying to convince him I honestly did nothing 'forbidden', he eventually seemed to realise he was maybe mistaken and tried to back track and say sorry. But said there was nothing he could do, and because the system said the round was delayed, it must have been delayed. He offered me free spins, but I feel this is unacceptable- the spins may or may not pay out and they are not wager free. How is this considered legal or fair? I have attached the transcript. Yes I curse once or twice, but keep in mind, the agent is accusing me of something serious and Im pretty shaken up. It's not a lot of money, but still unacceptable.

Posted on October 19, 2018

Dear @lrosslee,

The system has registered the technical error during your gameplay, indeed. Unfortunately, our chat support agents unable to see that.

Please accept our sincere apologies, 12.25 EUR been refunded to your account.

Best regards!
Bob's team

lrosslee South Africa Message
Posted on October 19, 2018

Thank you for resolving that.

AskGamblers
Posted on October 19, 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.

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