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.