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They gave me the welcome bonus with a deadline, but then when the bonus was activated they gave me another very early deadline! I didn't notice and they took the winnings from the bonus because it expired

Mi hanno dato il bonus benvenuto con una scadenza, ma poi al momento dell' attivazione del bonus mi hanno dato un altra scadenza molto anticipata! Non ho fatto caso e si sono presi le vincite del bonus perché scaduto

Dear Bruno,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please specify which bonus you have redeemed and played? I would like to check terms and conditions. Have you activated it with a code, or it was activated automatically inside your account after you have placed a deposit? How much and when you have deposited?

Additionally, if there’s any relevant communication, please forward it to petronela.k@casino.guru.

I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Thanks for the reply. It was activated automatically or after contacting their chat, I don't remember right now, the deposit of € 400 and they gave me 50% as a bonus .. date early October

Grazie per la risposta. È stato attivato automaticamente o dopo aver contattato la loro chat,non ricordo bene ora, il deposito di € 400 e mi hanno dato il 50% come bonus..data inizio Ottobre

Thank you, Bruno, for your reply. I have checked Welcome Bonus terms, and this is what I found https://promozioni.planetwin365.it/promo/bonus-benvenuto-casino-1050e:

"To convert it into Real Bonus, the FUN BONUS must be played in full 30 times within 30 days of being credited. For example: to convert € 10 of FUN BONUS into Real bonus, it will be necessary to make € 300 of wagers."

Could you please confirm that this is the bonus you have received and advise if you’ve been provided with some different rules? 

Yes, this is it. I applied for a welcome bonus on October 1st, believing that the bonus is worth 30 days, but on the 16th they took away my € 400 and told me that it has expired

Si è questo. ho fatto richiesta bonus benvenuto il 01 ottobre credendo che il bonus vale 30gg, ma il 16 mi hanno tolto i €400 dicendomi che è scaduto

Do I understand correctly that it was a sports betting bonus?

As you might know, our forum Casino.Guru, deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue related to sports betting. I can continue communication with the casino on your behalf and try to get some more information, but at the same time I will be forced to reject your complaint. If it’s convenient for you, we can continue our communication through emails. My email address is petronela.k@casino.guru. Please let me know how you would like to proceed.

Thanks a lot. It is okay

Grazie mille. Si va bene

After a closer investigation, I’ve found out, that this complaint is related to sports betting.

I contacted the casino requesting more information and will continue our communication via emails.

However, this case will be rejected on our forum.