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Avalon78 - wrongly subtracted 200.34EUR

Ruling

Resolved - Both the submitting complainant and Slots Plus Casino have informed us that this issue has been resolved and the player has received their funds.

Read our Avalon78 Casino Review.

Player's Complaint

Made my first deposit of 20EUR, and got 78 free spins on Gladiator slot .First I have played that spins, and end up with a free spins result of 37.84EUR which i need to wager 50 times . My total balance in that moment was 57.84 Eur. I have done my wager (1892EUR), end up with balance 300.34EUR which I decided to cashout. Few hours later my cashout was discarded and my balance subtracted by 200.34EUR beceause of this term :

You will get 78 freespins on 'Avalon II - Quest for the Grail' game from Microgaming as a desktop player or 78 freespins on 'Avalon' as a mobile player. The players from Microgaming restricted countries list, will be granted with freespins on Gladiator slot from Betsoft Gaming. Your initial deposit should be at least 20 EUR, 20 USD, 1500 RUB, 30 CAD, 200 NOK, 80 PLN, 35 NZD. Max freespin result bonus is 100 EUR, 100 USD, 7500 RUB, 150 CAD, 1000 NOK, 400 PLN, 172 NZD. Freespins result wager is 50. Bonus duration is 14 days.

My free spins result was 37.84 Eur, and i have made wager for it. I have contacted support, but all agents are telling my that i cant win more than 100eur, that the max win is 100eur???? I cant find this rule in their bonus terms , and they wont copy paste that rule, if it exist. It only say that mx free spin result is 100eur, and mine was 37.84.

Read the casino review

4 Responses

ThePOGG
April 2, 2020

Hi kukomar - welcome to ThePOGG.com! As we are the ADR for the N1 Interactive Ltd license under the Malta Gaming Authority license there is certain information we have to provide you now. You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/ To summarise. – Use of this service does not preclude your seeking redress through court proceedings . – This service is free to use for both the complainant and operator. – At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions). – You are not obliged to obtain independent or legal advice or representation, though you may choose to do so. If you have any questions about the above, let me know. I'll contact the operator and see what we can find out for you. Thanks, ThePOGG

ThePOGG
April 3, 2020

Hi kukomar,

Our understanding is that your balance has been restored. Can you please check and confirm?

Thanks,

ThePOGG

kukomar
April 4, 2020

Yes, my balance is restored, and my cashout was succesfull.

Thanks

ThePOGG
April 7, 2020

Hi kukomar,

Thanks for letting us know - it is appreciated!

ThePOGG

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Agreement

kukomar consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Avalon 78
  • Malta Gaming Authority
  • N1 Interactive Ltd

April 2, 2020