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I have deposited £25 in the website, played for a couple of hours then had a win of £11,757 on a slow Sweet Bonanza 1000. Turns out the win was tied to a bonus so I couldn't withdraw anything. The bonus then got cancelled and I have lost all the money instantly without any warning. I have been scammed and this is totally not fair.

Dear jeri94,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you are experiencing with your winnings at the online casino.

To help us investigate and resolve your situation, could you please provide us with the following details:

• The date and time of your £25 deposit and the game session where you won £11,757.
• Any screenshots or documentation of the winnings and the bonus terms and conditions.
• Confirmation of whether you were aware of the bonus being active and any terms related to it before you played.

If you have any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hello, I’ve attached screenshots of the requested information.

i wasn’t aware of the bonus being active, it must’ve auto activated.

Hi There,

I have checked the account and see that when you made your deposit of 25, a bonus was added to your account as per our welcome offer.

Please note that when you have an active bonus, once you use all your real money balance and you then start to place bets with your bonus balance, then, any winnings that are accumulated from the bonus funds, will then be added to your bonus balance as per our bonus policy until the bonus is redeemed.

As you chose to cancel this bonus, all funds were removed from your account and this process is not reversible, I am sorry for any disappointment this may cause. For further information, you can refer to our bonus policy:

https://www.megacasino.com/bonus-policy/

You also contacted our support team via the live chat through your account and were advised of the above after you stated the following which admits you were aware of the bonus. This contradicts what you have told Casino Guru when you say you were not aware of the bonus:

"Hello, I have lost my entire balance of £11,841 due to a miss click on the bonus, I never wanted to cancel, I wanted to keep the bonus, I have accidentally pressed the wrong button, I had no intention to sacrifice the bonus. Can I please ask you to be so kind as to re-add the amount back to the bonus amount. I beg you to do this for me as I’m devastated, I know that you have the option to as I’ve seen in under number 11 in your terms and conditions."

@Casinoguru - We can provide chat transcripts if needed.

Thank you for your understanding.

Hi jeri94,

Is there any chance that you could request your full game history from the casino and forward it to petronela.k@casino.guru?

Thank you.

Hello Petronela,

I really appreciate you trying to help.

They don’t allow easy access to the game history and it takes forever to view anything.

I was able to take pictures of the game history straight from the slot, would that work for you or was there something specific that you needed?

Hi jeri94,

• Could you please let us know if you were warned that canceling an active bonus would result in forfeiting your entire balance? Was there any notification or a pop-up window alerting you to this?
• Additionally, was the wagering of your bonus completed when you canceled it, or if not, can you tell us what percentage of the wagering requirements were still unmet?

Thank you.

Hi There,

We reviewed the account and decided to make a one-time exception to re-add the amount that you cancelled. This was done on the 13th June. Please note that for any future bonuses, while cancelling a bonus, a warning pop-up comes up where it states the amount you are going to cancel. 

The amount was applied to the account for a total of 11,841 GBP, with the same wagering requirements as the bonus that was canceled by you.

I see you have now played with these funds and ask that for future bonuses, please adhere to the bonus policy at all times:

https://www.megacasino.com/bonus-policy/

You can also check for active bonuses and your progress by going to Cashier - Active Bonuses at any time.

Thank you for understanding.

Thank you so much, Mega Casino Team, for your reconsideration and assistance. This is an ideal scenario and a perfect example of how a casino should act when a player makes an honest mistake.

Dear jeri94,

Has your issue been successfully resolved in the meantime? May we close this complaint as resolved, or is there anything else we can assist you with? We look forward to hearing from you.

Dear jeri94,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Even if we assume that the issue has been resolved, without confirmation from the player, we are compelled to reject this complaint. It's a shame that the player stopped responding after the casino made an exception and honored the winnings.

The player can reopen this complaint at any time.