Lizy888

Hi everyone, Thank you very very much for the feedback. I am still writing with them and will continue so until I will receive correct answers. So far they replied that they will give addition to my 50eur my cash balance before the account switched to bonus money, but that's just around 10eur. But I still haven't received any answer, why did it even switch to bonus money, since first, you play with your cash balance before the automatic switch happens. Also, they wrote to me in an email that not all games are allowed to play with bonus money, not the other way around. So it does not make sense why this switch happened. The games I played only were Playson, so I didn't even switch game provider. This is exactly what they wrote: On 26th of April you played bonus games and real money games (not all games are included in bonus game). Thank you guys for taking time and helping me with this issue

Hi, Thank you very much for quick answer. Casino I am talking about is Wintika, and I went through their terms and conditions and as much as I understood the rebate money has no limits. Any additional info would be highly appreciated

Hi everyone, I'm writing this because before I will launch a formal complaint in here, I would need little advice if I am not in my right to claim winnings or casino should acknowledge their software mistake. I will not name the casino yet where this incident happened since maybe I don't have any right to claim my winnings. I have been playing in this casino for around a year now, and they give 10% rebate the following day on your losses. So I logged in 1 day and I had 4 eur on rebate and 10eur bonus money from the casino. The casino has a rule that first, you play with your real money (which includes also the rebate) and then it switches to bonus money. I played just for fun with the 4 eur and suddenly got lucky. I went up to over 30eur and then again down to 18 eur and decided to switch games. When I started new game suddenly my real cash was at 0 and I was switched to play with bonus money. I wrote to support straight away that this happened, but I didn't receive any answer. I was thinking that once they will answer it will be corrected. I didn't think much about it since casinos always fix their software glitches. I continued playing and got lucky again and went up to 100eur, but now when I switched games, the 100eur was counted on my bonus account, and suddenly by cash balance was back. Still, every new game I started I had to play with bonus money since it automatically did that. Then after playing a couple of hours, and winning one of the biggest wins in one of the games, I was up at 2400eur and decides to withdraw. When I withdraw I got KYC email, stating that I need to verify myself. I already did that some time ago when I was withdrawing last time, but for some reason, they said that I need to do it again. No problem and I sent them in my documents again. Then I got back a response, that since I was winning everything with bonus money, I can only withdraw 50eur, which is their policy when winning with bonuses. I totally understand that, but then I wrote this back to them, providing also all screenshots of playing history where this glitch happened, and NO ANSWER. So now I don't know what I should do, I haven't withdrawn that 50eur and my winnings of 2400eur have been deleted from my account. I really could use some advice if anyone has had experiences with similar situations. Ps! Also would like to point out that this glitch has happened many times before, but I really didn't care about it, since I never won before. But now suddenly getting lucky they are just ignoring me.