Ovitoons Casino - Los fondos de los jugadores están restringidos injustamente.

Good day,

I deposited €100 in this casino and used the welcome bonus. I played this down to €0 and received a message that the bonus had been cancelled and the wagering requirements had been removed. I then deposited €150 without a bonus. With this money I was able to play up to €1093. When I left the game, however, my balance was only €105.75. In my account I only saw an alleged bonus of 20 free spins in Book of Dead, which I had never played.

So I was simply credited with some bonus that I had never activated or used. The whole thing doesn't make sense anyway, since I had deposited €150 and the maximum withdrawal amount is even less than my deposit.

Since then, the casino has just been keeping me waiting and has not given me a clear answer to my case.

Guten Tag,

ich zahlte in diesem Casino 100€ ein und verwendete den Willkommensbonus. Diesen spielte ich auf 0€ runter und bekam auch entsprechend eine Meldung , dass der Bonus storniert wurde und die Umsatzbedingungen entfernt wurden. Anschließend zahlte ich 150€ ohne Bonus ein. Mit diesem Geld konnte ich mich auf 1093€ hochspielen. Als ich das Spiel verließ befanden sich auf meinem Guthaben allerdings nur 105,75€. In meinem Konto sah ich nur einen angeblichen Bonus von 20 Freispielen in Book of Dead , welche ich nie gespielt hatte.

Mir wurde also einfach irgendein Bonus gutgeschrieben , den ich nie aktiviert oder verwendet hatte. Das ganze ergibt sowieso keinen Sinn, da ich ja 150€ eingezahlt hatte und der maximale Auszahlungsbetrag sogar unter meiner Einzahlung liegt.

nun werde ich seitdem vom Casino nur hingehalten und bekomme keine eindeutige Antwort zu meinem Fall.

Dear cymba889,

Thank you very much for submitting your complaint. I’m sorry to hear about the confusion and frustration you've experienced with your deposit and the unexpected bonus in your account.

To help us investigate and assist you more effectively, could you clarify the following details?

1. Can you confirm if you received any specific communication from the casino explaining why the bonus was credited to your account, despite not using it?
2. What response, if any, did the casino provide when you first raised the issue? Were they able to offer any explanation or resolution for the discrepancy between your balance and the bonus credited?
3. Do you have any screenshots or communication from the casino that you can share with us regarding this issue?

Your cooperation is essential in allowing us to move forward with investigating this issue and working towards a resolution. The more information you can provide, the better we’ll be able to understand the situation and act on your behalf.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience as we investigate the issue. If you'd like, feel free to forward any relevant communication with the casino directly to petronela.k@casino.guru.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Complaint has been resolved and can be closed. Thank you

Beschwerde wurde gelöst , kann geschlossen werden. Vielen Dank

Dear cymba889,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (link here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Petronela

Casino.Guru