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MrJackVegas - Bonus wager incorrectly applied over cash deposits, withdrawal request refused

RESOLVED
anikolov0911 United Kingdom
Posted on February 23, 2018.

Hello.
My username is anikolov0911. I just opened the account in the casino, and used the 3 welcome deposit bonuses. I made 3 separate deposit of 100, 80 and 18 £ and received the bonus accordingly to the rules, terms and conditions.

When I lost all of the money which were connected to my deposits and bonus offer, I continued to deposit and play with my own money making deposits of 200, 200, 300 and 400 £. After some play I came to a balance of 1398,15 £, and I want to withdraw this amount.
I went to the cashier menu and when i tried to withdraw the balance, message popped up that I still have a wager requirement that I need to made in order to be able to withdraw the funds.
As these were separated deposits from the bonus entitled one, I was confused and contacted customer care. The gentleman from customer care continued to repeat me the same - that I have free spins that are not used and they are counted as a bonus and connected to the initial deposit. I tried to explain to him that until playing a window popped up offering this spins and I straight away refused them by pressing cancel as I didn't want to use any more bonuses. After an hour of answering the same and the same thing about this I wrote an e-mail and decide to open a complaint as this is not the first time that I'm playing online casinos and as I can see this issue is literally stealing money from the customers.
I repeat again, the four deposits of 200,200,300 and 400 £ mentioned above are made separately without any bonus money or free spins accepted and used, and this is still counted as a part of a bonus money even though the free spins offers were declined by pressing the button cancel!
As this is not my first time playing online and using bonus offers I can not see any other thing but that this is some kind of operational issue, so I would kindly asked this issue to be reviewed and resolved in an acceptable time frame and proper manner.

Thank you very much.

Posted on February 23, 2018.

Hi,

Thanks for raising the issue with us. I have forwarded the issue with the investigation team. They will contact you and resolve the issue soon.

anikolov0911 United Kingdom
Posted on February 26, 2018.

The issue was resolved. As I was informed by the customer care team there was some technical issue, and they responded in a very quick time.
Proper service via e-mail.

Thank you.

AskGamblers
Posted on February 26, 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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