Quote from: Ulven on June 17, 2022, 11:22:05 AM

@GXGBet

You can answer multiple questions in a same post, Posting multiple replies in a row is not allowed, according to forum rules.

I don't think you can gain reputation and credibility by confiscating clients' money

This totally makes so much sense now, I'm not sure why I didn't think of multiple quotes sooner, I've been replying to each member's message one by one and just kind of making my way down the list. Thanks for the tip Ulven and I apologise to the forum for contravening any of the rules.

Let me quote a previous post first as I think the issue you have raised is extremely important.

Quote from: Ulven on June 16, 2022, 10:19:43 AM

I think the casino is not legit, so how can my money be confiscated after I unsubscribed from in the bonus.
And after I wrote to them about the problem, they said if you want to play with us, you can deposit more money.
Fortunately, I only deposited 20€. This is why I will not deposit and keep playing with them, there are many reliable casinos with good offers here on the forum.

The site has different bonuses based on the promotion subscribed. When you subscribe to a promo and deposit funds, it is split into your real balance (the funds players deposit) and bonus balance (the bonus funds credited). As you place bets in the casino, money from your real balance is deducted first and then subsequently your bonus balance is used for playing. Also, any wins the player has from the deposited and bonus funds is first credited to the bonus balance. We do try and highlight this in the conditions for the promo where it states "ANY bets made will be deducted from your real balance FIRST and any winnings derived will be credited to your BONUS balance."

I believe your issue has come about because if a player decides they don't want the promo and unsubscribe to it, although all funds in the real balance will remain, any funds in the bonus balance is forfeited. In the conditions we did put "Unsubscribing from this promo after placing any bet will result in funds in your BONUS balance being forfeited." I did apologise in a previous post as these conditions may not be obvious enough so we definitely need to work harder to make them more prominent so players don't feel they have had their money taken in any way and I apologise to you again if it seems like that's what has happened.

Quote from: Ulven on June 15, 2022, 12:15:40 PM

Hello I joined your site I like the background and the games you offer I deposited and placed a bet that was a winner but I can't withdraw

Error message: withdraw is not available because bonus is not won back

Does that mean I can't get the reward.

I believe the message being displayed is because, when you subscribe to a bonus there is a requirement to wager the amount of the bonus a certain multiple (1x, 10x, 25x etc). Once you fulfil that condition all the money in your bonus balance will be moved to your real money balance where you are able to withdraw it. Your dashboard shows you the progress of your wagering. For some bonuses you can also choose to make a deposit (minimum 10€) and the bonus funds will go straight to your real balance without the need for wagering. I think that's why you got that message from customer support you mentioned in the above post talking about depositing more. Clearly our support staff require further training too to give more clarity.

Again I do wish to apologise for what you have gone through and I am very thankful for your feedback which I will most definitely use to improve our site and services so others hopefully have a more positive experience.