Casinia Casino - Missing Funds Reactoonz Free Spins

Dear Casinia Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Dear Customer,

Thank you for reaching out to us.

We have reviewed your recent game activity and would like to explain what happened. After you used the 40 free spins in "Reactoonz," you activated another cash crab bonus, in "Moon Princess." This action resulted in the cancellation of your previous bonus from "Reactoonz."

Please note that this action is correct as per our bonus terms and conditions below:

15. This bonus can’t be combined with other bonuses (promotions) at the same time. If you activate another bonus or claim free spins while having an active bonus, the current active bonus and any corresponding winnings will be automatically removed.

By activating a new bonus while your previous bonus was still active, the system automatically voided the initial bonus and any associated winnings.

We hope this explanation clarifies the situation for you. Thank you for your understanding!

Best Regards,
Customer Service

Dear @Costa35,

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.

The Moon Princess Bonus was activated before the Reactoonz Bonus i attached here photos of the Moon Princess Bonus date and time and you can observe that the Reactoonz bonus was activated after the Moon Princess Bonus and not the other way around.

Dear Casinia Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Dear Customer,

We have re-credited the bonus of 121 EUR from your free spins. Therefore, the case has been resolved from our side.

Thank you for your patience!

Best Regards,
Customer Service

Dear @Costa35,

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.

I can see the Free Spins 121.00€ has been added to my account but as a bonus credit,i know that free spins wins are cash wins and they can be withdrawn,i can’t withdraw the bonus.

Dear Customer,

We would like to inform you that the winnings from the free spins are credited to the bonus balance as per our terms and conditions section 20:

- The winnings from the Free Spins will be credited to the Bonus Balance and will be subject to x40 times wagering requirement before being withdrawable.

We hope this provides clarity on the matter. Thank you for understanding!

Best Regards,
Light Casino

Dear @Costa35,

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.