Casino765 - Игрок не может завершить отыгрыш бонуса.

When registering, they gave free free spins, 40 euros came, the requirement for a bet of 400 (this is not a 400 error).

The day won back the bonus, when it remained to win back 179.5, the wagering simply stopped. How many I did not play different games, the amount of 179.5 did not change.

I contacted the support service with this question, for a long time I tried to explain the essence of the problem, the answer is "Try to play different games" I play further, the amount does not change.

Then they said to make a deposit of 10 euros and the amount will change. After making 10 euros, I received a bonus on my first deposit, won back, then nothing has changed.

I have not received a bonus or a deposit. Support response "I lost money. Sorry about that." I tried to describe everything briefly, there are screenshots.

При регистрации дали бесплатные фриспины, пришло 40 евро, требование к ставке 400 (это не ошибка 400). 

Сутки отыгрывала бонус, когда осталось отыграть 179,5 отыгрыш просто остановился. Сколько я не играла в разные игры, сумма 179,5 не менялась.

Обратилась с этим вопросом в службу поддержки, долго пыталась объяснить суть проблемы, ответ "Пробуйте играть в разные игры" Играю дальше, сумма не меняется.

Дальше сказали внести депозит 10 евро и сумма поменяется. После внесения 10 евро получила бонус на первый депозит, отыграла, дальше ничего не поменялось.

Ни бонуса, ни депозита я не получила. Ответ службы поддержки "Я потерял деньги. Прости за это". Посторалась описать все кратко, есть скрины.

Dear Оксана,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked general bonus terms and conditions, and this is what I found https://casino765.com/casino/welcome-bonus :

"The minimum deposit amount is €10. You will need to wager any deposit + bonus (unless otherwise specified) 40 times before it will be converted to your Real Money Balance. The wagering requirement must be met in full within 14 days of the Bonus being credited to your Bonus Balance, otherwise, the Bonus Balance will expire.

Free Spins Terms and Conditions Free spins will be credited to your account automatically and will be available for 24 hours (unless otherwise specified). Winnings from Free Spins are subject to wagering requirements and/or subject to withdrawal limits."

Could you please clarify how much you have deposited in to your account? Have you deposited €10 initially and later, €10 again as advised?

Additionally, could you please advise if you have played any of the games with lower wagering contribution (please see the picture below)?

Finally, if your account is still accessible,  please forward your game history and any relevant communication to my email address: petronela.k@casino.guru. I hope, we will be able to help you with this case as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

Thank you very much Оксана for your reply. I will now transfer your complaint to my colleague Juli who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Оксана,

I looked at your complaint and will do my best to help you. I would like to invite Casino765 into this conversation. Please, can you explain why this player is experiencing problems with her bonus/wagering requirement? Thank you in advance for your reply.

It makes no sense to continue the conversation, I did not receive an answer to the question about the amount of the balance of the wagering, which did not decrease when playing in different slots for three days. I lost the whole bonus, having lost hope for mutual understanding. I wrote to let people know and beware of such casinos.

Беседу продолжать нет смысла, на вопрос по поводу суммы остатка отыгрыша, которая не уменьшалась при игре в разные слоты в течении трех дней, ответ я не получила. Бонус я весь проиграла, потеряв надежду на взаимопонимание. Написала чтобы люди знали и остерегались такие казино.

Dear Оксана,

Your wagering requirements have been suspended due to the fact that registration bonus was expiried. You only had 24 hours to fulfill the wagering requirements.

Free Spins Terms and Conditions: "Free spins will be credited to your account automatically and will be available for 24 hours (unless otherwise specified). Winnings from Free Spins are subject to wagering requirements and/or subject to withdrawal limits."

Could you please clarify, do you have any active balance now? Thank you in advance.

not deleted, but played

не видалено, а відіграно

Hello Оксана,

I would like to invite Casino765 into this conversation. Can you give us some explanation of whole situation and why is this player experiencing problems with wagering? Thank you in advance.

Hello,

I am unsure of what issues the user might have had in the past with the wagering, but currently on the user's account there is nothing to wager. The user has no free spins, no balance and no bonus balance.

It could be possible that there was a bug on the system that after the bonus expired, the bonus balance wasn't removed but remained on the account until it was used by the player, but as I said the user has used any credit on the account and there is currently nothing to be wagered.

Thank you,

Casino765 Support

www.casino765.com

support@casino765.com

I don't need anything.

Мені нічого не потрібно.

Dear Casino765,

Can you please, provide us with player's game history? You can send it here: yuliia.k@guruadmins.com. Thank you in advance.

We would like to ask the Casino765 to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may affect its rating.

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Juli Casino.Guru