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EU Slots - Welcome Bonus canceled

Ruling

Found for the Casino - This player has canceled the bonus package, meaning that the free spins that would have been awarded later have also been canceled.

Read our EU Slots Casino Review.

Player's Complaint

Hello, I wanted to complain about the EU Casino, because this has never happened to me at any other casino so far. I signed up and used the welcome bonus (100% + 100 free spins, 20 pieces daily every 24 hours) immediately got 20 of them Received and used, when I logged in after about 26 hours to use my other 20 free spins, they were not available. I wrote to aupport to find out what was going on and was told that I canceled them myself and for this reason not more usable. I didn't do it, why should I give up another 80 free spins? I was and am confused about this, I expected that I could use them. The support told me that there is nothing more that can be done because I have this bonus canceled myself😕

Read the casino review

2 Responses

User icon
thepogg
November 2, 2022

Hi west2277 - welcome to ThePOGG.com!

Please ensure you have read our Complaint Guidance to ensure that you fully understand how our complaint management process functions.

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

User icon
thepogg
November 20, 2022

Hi west2277,

I've discussed this matter with the operator and sadly we cannot uphold your claim.

System logs demonstrate that after claiming the bonus and receiving the first 20 free spins, when your balance dropped to €0.11 you cancelled the bonus to void the wagering requirement which was incomplete.

When you clicked to cancel the bonus you were also presented with a pop-up alert stating "Cancel Bonus? Part of the balance received for this bonus along with the win will be deducted."

You selected 'Yes' to cancel the bonus.

Cancelling the bonus cancelled the full welcome package of 100 free spins.

As you have cancelled the bonus there's nothing for us to contest with the operator in this instance.

Sorry we could not be of further help.

ThePOGG

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Agreement

west2277 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:

November 1, 2022

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