Claps Casino

Subject: Confiscation of $101.05 in winnings - Refusal to pay despite evidence provided.
Complaint Details:
I am filing this complaint against Claps Casino regarding the unfair confiscation of $101.05 from my account. I have successfully fulfilled the wagering requirements, yet my winnings were removed.
I have provided clear screenshots as evidence of my winnings to their support team. On Feb 28th, a manager named Mary officially confirmed via live chat that my evidence was received and forwarded for 'active verification'. She promised an official response within 24 hours.
That deadline has now passed, and the casino has failed to provide any update or restore my funds. Instead, they are now trying to deflect the issue as a 'bonus question' to avoid their responsibility. I request the full restoration of my $101.05

I am reporting Claps Casino for failing to credit a bonus and compensation promised to me 7 days ago. On January 12th, I was assured by support agent 'Vikki' that I would receive my full free spins plus additional compensation. Since then, I have faced continuous stalling.
> My recent interactions with agent 'Alex' resulted in scripted excuses, claiming a 'different department' is responsible and finally directing me to a legal email address to avoid resolving the matter in live chat. I have given them multiple opportunities to fix this, including a final 1-hour ultimatum which they ignored. I request the immediate activation of my promised rewards.

On 01/12/2026 I deposited at this casino using a deposit bonus for wager free free spins won at their bonus wheel. I made my deposit, recieved my free spins but the bonus was unusable. I accepted the bonus which started a 24 hr countdown to be used before expiring, but when I tied to play, it wouldnt let me and said to change fiat wallet to USD. My fiat wallet was already selected as USD but it still wouldnt work and allow me to use my free spins. I contacted support who acknowledged the error happening. They said it would get fixed soon. I was told if it wasn't fixed before My bonus expired in 24 hours, that it would be re added immediately. Eventually 24 hours passed and my bonus expired. Support told me to keep waiting and waiting, still no bonus added. I asked for then to manually add spin to my account, I was told they couldn't do that, they didnt have the ability to. I know this to be untrue because during a separate glitch in their system, which happened multiple times over the the last few weeks where when spinning the bonus wheel, whatever prize was won wasn't showing up in bonus section, so whenever a deposit was made, no bonus was made available to be deposited for, so users were forced to contact support who then asked me how many free spins I had won on the bonus wheel and then told me my minimum deposit and once I made my deposit and it was accepted by their system, I contacted support again and they checked to verify the deposit and proceeded to manually add free spins to my account, which showed up immediately and I was able to accept and use them right then and there. But apparently they think I'm dumb and they dont remember doing that, expecting me to believe they can't. So after refusing to add more spins to my account, spins I've already paid them for, they keep telling me to wait that their special team has to review the error and then will decide what to do. I was told that either way, they would add free spins to my account after the issue was resolved, even if they were spins made in goof faith as a one time exception, as if i'm adding free spins to my account more than doing me.A favor when they owe me free spin.So they don't seem to understand that it would not be a favorite simply be them finally holding up there into the agreement.Since i've already paid them. They made it seem as if this was a sight wide issue, but the fact that they're telling me that they have to send my issue off and a special team has to review my case. Makes it seem as if it was a one-off
And wasn't sight wide. I contacted them from a different device and without signing into my account, and acted as a potentional new user and they denied any issues with their bonus system and told me that if I deposited and didnt receive my free spins that they would happily fix it and add spins to my account. So here I am, being told they can't add free spins (even though I've already paid them for them) to my account manually after an issue with their system is the only reason I didnt use them in the first place, and then here I am pretending to be a random potential new user being told something completely different. And when I call them out on it, they deny it. I have screenshot of the issue that was occurring, at the time it was happening. I also have transcripts of the conversation I have had with support. Its now 10pm on 01/14/2026, more than 48 hours after making the deposit and more than 24 hours after my bonus was allowed to expire. They keep claiming this will be fixed yet everything they are doing says otherwise. Im starting to feel like I'm being scammed. I've deposited and wagered tens of thousands of dollars at this casino over the last 6 months or so, and have had no issues, absolutely zero problems, up until a couple weeks ago when the bonus wheel prizes weren't automatically being added to deposit page which happendd 3 different occasions (each time was fixed and made right immediately, no hassle given) and then now, where the bonus showed up on deposit page and was applied to account after I made deposit and was allowed to be accepted (which started expiration timer) but weren't allowed to be used. Its mind-boggling and they seem to think this is acceptable and that I should simply sit back and allow more time to pass between the incident and now. Im not going to simply forget and be okay with getting scammed by a casino, regardless of what they are hoping. So please help. The bonus was for 40 free spins in Snoop Dogg Dollarz by B-Gaming with no rollover. Minimum deposit to recieve bonus was $20 , I deposited $25.