Beschwerde #7 Loft Casino

Balance reduction from 2000 euro to 500 euro after meeting wagering requirements

Von whiterabbit

vor 2 Jahren

On march 14th I received a promotional-offer from Loft Casino for "St. Patrick's Day". Please note that the offer is not declared as a "welcome-bonus" or a "reload-bonus" - the promo clearly says "St. Patricks Day"

the offer contained a deposit-bonus and additional freespins after entering a certain promo-code while depositing.

Before I made the concerned deposit I studied the sites/casinos T&C's (https://www.loft.casino/de/bonus-terms-and-conditions), which were last updated on July 28th 2022, to make sure I fully understand the conditions which are attached to the previously received promotion.

I was not able to find a max. Cashout for this certain promotion. nor in the e-mail I received, neither anywhere on the site itself.

Only the following were mentioned in the promo-mail:

* bonuscode

* slot (freespins)

* wager (freespins)

* wager (deposit)

* duration (bonus/wager)

* duration (promo)

At first I received a deposit bonus which was lost further on. Afterwards i received 100 Freespins, like it was advertised to me earlier. I managed to wager the amount i previously won in those freespins.

Wagering requirement was a little over 3.5k, which I managed to achieve. At this moment my balance was up to approximately €2k - after the last spin to fulfill the wagering-requirement was done, my balance was reduced automatically to €500.

I approached a support-agent via live chat for clarification. The agent acknowledged that the promo-mail did not have all the necessary information included in the email itself and that he will forward this to his superiors for improvement. At the same time i was told that my previous balance can not be restored.

A user needs to be informed about the particular conditions of a promotion within the promotional-mail itself or the websites t&c's. This was obviously not the case, so I have to consider this as false advertising.

I kindly ask the management of Loft Casino to reply to my complaint, respectively to re-credit the deducted funds.

chat-transcript, wager/promo-info and promotional-mail are attached (private).

Unseriöses Casino Loft Casino

Grund Bonusentfernung

Betrag €2000

Diskussion

AskGamblers

• Support Team

vor 2 Jahren

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

whiterabbit

vor 2 Jahren

askgamblers thank you for your service and assistance! this case is resolved

@loftcasino thank you for your quick reaction and acknowledgement. very customer-orientated!

AskGamblers

• Support Team

vor 2 Jahren

Dear @whiterabbit,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Loft Casino

• Representative

vor 2 Jahren

Hello!

We appreciate your request and we also thank you for finding this misunderstanding in our terms. Almost all of our bonuses have 500 EUR max.cashout but we agree that information about max. cashout was not clarified neither on website nor in promotional emails. This information now has been added in bonus terms in our website.

As for our loyal client we decided that this reduction will be restored in whole amount of 1501.56 EUR and they are already credited to your account. Thanks for understanding!

Sincerely yours,
Loft.Casino

Loft Casino Beschwerde-Statistik

Gelöst 5 / 5

Durchschn. Betrag $2,080

Durchschn. Dauer 13 Stunden

Durchschn. Antwortzeit 12 Stunden

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