[smokace] "bonus hunt" freespins gone, money gone?

[Casacosa]

Hi everybody, 

i hope this is the right forum/sub forum for my problem
I am a bit helpless currently and maybe someone had the same issues and can help

The following has occurred on the 1st of August 2023:
I was playing at smokace and was able to grow my balance with the game "Saxon" from Play n Go. (highest balance was about 440-450,-)
After the balance was going down a bit, i decided to "collect" freegames and started this "mission" with about 300,- balance.
With the balance of 300,- i was able to collect the following bonuses:
- Saxon (80 Cent Bet)
- 24K Dragon (70 Cent Bet)
- Extra Juicy (80 Cent Bet)
- Razor Returns (50 Cent Bet)

As soon as the balance was nearly 0,- i wanted to open the freegames, but they were gone and there was no bonus in this games...
Normally the games have a history, but the history is deleted on smokace. I thought okay, smokace itself has a game history too, but this history 
is missing all the spins i was doing at that time.
And of course i can't name the exact game round ID and time, because it is deleted and no one is playing slots and writes down all the ids after 
every spin. (the support was asking for the exact id of the spins...)

The time frame was the following:
date: 1st of August 2023
time: about between 16:15 - 17:15 UTC time (4:15 PM / 5:15 PM UTC)

2 days later, the freegames result of Razor Returns was credited, so i thought i just have to wait a bit.
I guess Push Gaming is holding their bonus rounds for about 2 days. As far as i know, Pragmatic Play and Play n Go are holding their bonus
rounds for about a week, so it should be already credited.

This are the bonus rounds, were i am still missing the win:
- Saxon (80 Cent Bet)
- 24K Dragon (70 Cent Bet)
- Extra Juicy (80 Cent Bet)

I have waited now for over a month with the hope, that i get credited for the bonuses
Still nothing...

So my question is:
- has someone faced similar issues and what was the result?
- where is my money?...
- for how long are pragmatic play and play ' n go holding their bonuses?

Sadly the only thing i can prove is, that i have asked in the chat about initially 4 bonuses (the chat transcript i let me sent back then on the 3rd or 4th try with the chat) and later i got atleast
one bonus result from razor returns.
I have contacted the support a few times before, but i have no transcript of it.

 

I am not sure, if it's worth a complaint..

Thanks if someone reads this^^

Best Regards

Toby

 

[Blackjax]

If you play with bonus money then you should never do a bonus hunt. Even if you do you should make sure that your balance should not get lower than €10. You should have asked the casino first and they would have warned you. Bonus hunts are unfair practice where a player can save a bonus and after balance goes to 0 the wager resets thus all money from bonus becomes real funds and players dont have to finish wager. To tackle this casinos added a mechanism that when players go to 0.5 balance all bonuses are lost.

[Casacosa]

Hey, thanks for your reply.

Sry i forgot to mention, that no bonus was involved, it was real money. I never use deposit bonuses. 

By bonus hunt i meant playing a game until i get freespins then close it, step to the next game until freespins,... In the end i have a few "bonuses" saved and can play them.

I am sorry, that i have expressed myself unclearly. 

[Afi4wins]

2 hours ago, Casacosa said:

Hey, thanks for your reply.

Sry i forgot to mention, that no bonus was involved, it was real money. I never use deposit bonuses. 

By bonus hunt i meant playing a game until i get freespins then close it, step to the next game until freespins,... In the end i have a few "bonuses" saved and can play them.

I am sorry, that i have expressed myself unclearly. 

@Casacosa Unfortunately, what you are doing there is strictly prohibited and is even stated in the casino's T&C.

It is considered a form of bonus abuse even though you're not playing with bonus money, because you are accumulating the free spins and bonuses to be collected later in one go, for a cumulative big win for withdrawal.

[Casacosa]

21 hours ago, Afi4wins said:

@Casacosa Unfortunately, what you are doing there is strictly prohibited and is even stated in the casino's T&C.

It is considered a form of bonus abuse even though you're not playing with bonus money, because you are accumulating the free spins and bonuses to be collected later in one go, for a cumulative big win for withdrawal.

I have only found the following part:
8.3. In case a bonus has been claimed, it is forbidden to practice the “Bonus Hunt” (open all the free spins accumulated on the different games at the same time) after the balance has fallen below €0,50 (or equivalent in other currencies)
and the corresponding part in the bonus terms.

Maybe i have overlooked something then...
I wonder why they don't just tell me that i have violated the T&Cs, but that the gaming sessions have not yet been completed. Gaming sessions not completed for over a month sounds wrong to me^^

[Afi4wins]

2 hours ago, Casacosa said:

I have only found the following part:
8.3. In case a bonus has been claimed, it is forbidden to practice the “Bonus Hunt” (open all the free spins accumulated on the different games at the same time) after the balance has fallen below €0,50 (or equivalent in other currencies)
and the corresponding part in the bonus terms.

Maybe i have overlooked something then...
I wonder why they don't just tell me that i have violated the T&Cs, but that the gaming sessions have not yet been completed. Gaming sessions not completed for over a month sounds wrong to me^^

Casinos will always find ways NOT to tell everything to their customers...casinos always keep an upper hand in ways of trapping their customers!

For example, they don't tell you that it is also prohibited from accumulating your free spins and bonuses for later play, intended to be played with all the winnings collected in one same session.

In other casinos, there would be a clause that says feature games (free spins and bonus rounds) cannot be delayed for later play. They must be played off whenever obtained.