Horus Casino - Se anularon las ganancias de bonificación del jugador.

The casino accuses me of using a bonus illegally and has blocked my account and withheld my winnings of € 130. Have previously deposited € 140

Das Casino wirft mir vor einen Bonus unrechtmäßig benutzt zu haben und hat mein Konto gesperrt und meine Gewinne von 130€ einbehalten. Habe zuvor 140€ eingezahlt

Dear Mario,

Thank you very much for submitting your complaint and for forwarding the relevant communication. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Did you receive any specific explanation from the casino which exact rule has been breached and why your winnings have been confiscated?

Lastly, could you please specify which exact bonus you have redeemed and played? I would like to check the terms and conditions.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela

I used the third deposit bonus and the code could be used more than once. Which the casino also accuses me of. I thought you could use this code more often. It always worked

Ich habe den dritten Einzahlungsbonus benutzt und der Code konnte öfter als einmal eingesetzt werden. Was mir das Casino ebenfalls vorwirft. Ich dachte man kann diesen code öfter benutzen. Er funktionierte ja auch immer

Do I understand correctly that you have used the promotional code for Third Deposit bonus more than once?

yes i have used this several times

ja ich habe diesen mehrmals verwendet

I'm sorry but you surely agree with me that it is forbidden to use the Third Deposit bonus promotional code more than once.

Let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint. I really wish I were of more help. Thank you.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.