Ensimmäinen talletus ilman etuja.
Ensimmäinen talletus ilman etuja.
Kierrätin yli 250€ ja kotiutuksen jälkeen ilmaiskierrokset hävisivät tililtä. Vastaus oli osastoa "voi voi". Tilini suljettiin, kun väänsin asiasta yrittäessäni saada talletukseen kuuluvat ilmaiskierrokset takaisin.
Vastaus yritykseltä CasinoFriday
Dear Joonas,
Thank you for taking the time to share your feedback. We are sorry to hear that your experience did not meet your expectations and would like to clarify what occurred.
As outlined in our Terms and Conditions, bonus play can only begin once real money funds are fully used. Specifically, §15.2 states that if a real money withdrawal is made, any remaining bonus balance and unclaimed bonus tokens, including free spins, are forfeited. In your case, a withdrawal was requested before the bonus was activated, which is why the free spins were removed from the account. This information was explained to you during our chat conversation.
Regarding the account closure, during the same interaction certain statements were made that raised responsible gaming concerns. Under §22.5 of our Terms and Conditions, we are required to take action when such concerns arise, which may include placing limits or closing an account to protect the player. We explained this decision to you at the time and it was taken in line with our regulatory and responsible gaming obligations.
We understand that this outcome is frustrating, but we acted in accordance with our published rules and our duty of care. If you wish to review the full Terms and Conditions, they are always available on our website.
We appreciate your understanding.
Best regards,
Trine at CasinoFriday
