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).
