Energycasino bonus credit 1400€ away

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Hello

I have had at EnergyCasino 200€ + 100% bonus.
Have a ca300x hit on 5€ Gehabt at Moon and was not sure if the bonus balance has already been touched or if I can remove the bonus and make a withdrawal. Therefore, I talked to the employee in the Live Chat about the possibility
Below is the chat history

XXX@hotmail.de (15:36:51): Hello, If I cancel my bonus on my account, will the 1400,- remain completely available?

greeting

Max (15:40:12): Welcome to Energy
Max (15:40:37): Hello, Please give me a moment to process your request.
XXX @hotmail.de (15:40:46): seh gern
Max (15:42:22): thank you for your patience.
Max (15:43:30): I inform you that if you cancel your bonus, your money will return to your real credit.
Max ( 15:44:00 ): It may be however that your money will be minus your wins.
XXX@hotmail.de (15:44:04): so the 200€ will be removed and the 1400 will remain real money?
Max (15:45:35): you will have your Deposit (200€) + your wins on your real money balance
XXX@hotmail.de (15:45:57): can you remove the bonus for me?
Max (15:46:20): of course. Please, give me a quick moment.
Xxx@hotmail.de (15:46:42): thank you
Max (15:47:10): I inform you that your bonus has been successfully cancelled.
XXX@hotmail.de (15:47:24): but my wins are gone...
XXX@hotmail.de [/email] (15:50:08): i only have 200,- left on my account
Max (15:50:36): your wins are gone, because you had won them with your bonus.
XXX@hotmail.de[/email] (15:50:48): i asked you
XXX@hotmail.de (15:51:09): you have confirmed that the 1400 will stay on my account
XXX[email=ste.meier@hotmail.de]@hotmail.de (15:51:34): then please undo this and I will try to complete the wager
Max (15:51:50): give me a moment.
XXX[email=ste.meier@hotmail.de]@hotmail.de (15:51:57): gladly
Max (15:54:28): I apologize for the mistake, I didn't tell him about the possibility to implement your bonus.
Max (15:54:53): Since I can't reset your bonus, I would like to reward you with 10 € loyalty vouchers.
Max (15:55:01): Is it ok for you?
XXX[email=ste.meier@hotmail.de]@hotmail.de (15:55:14): please reset it
XXX[email=ste.meier@hotmail.de]@hotmail.de (15:55:35): i had 1400 euro more on my account
XXX[email=ste.meier@hotmail.de]@hotmail.de (15:55:42): what should i do with 10 euro?
XXX[email=ste.meier@hotmail.de]@hotmail.de (15:56:01): talk to your supervisor
XXX[email=ste.meier@hotmail.de]@hotmail.de (15:56:07): the error is not mine
Max (15:57:15): I know that.
Max (15:57:39): we will find a solution. Please stay with me for a moment.
XXX[email=ste.meier@hotmail.de]@hotmail.de (15:57:46): thank you
Max (16:01:48): I can give you back your Bonus money, but without your wins.
Max (16:01:55): is it ok for you?
XXX[email=ste.meier@hotmail.de]@hotmail.com (16:01:59): no
XXX[email=ste.meier@hotmail.de]@hotmail.de (16:02:41): i want the 1400 euro back in the bonus account
XXX[email=ste.meier@hotmail.de]@hotmail.de (16:02:59): i want to try this
XXX[email=ste.meier@hotmail.de]@hotmail.de (16:03:08): everything else is out of question for me
XXX[email=ste.meier@hotmail.de]@hotmail.de (16:03:25): i only did this because they said the wins will stay
XXX[email=ste.meier@hotmail.de]@hotmail.de (16:03:34): otherwise I would not have done this
XXX[email=ste.meier@hotmail.de]@hotmail.de (16:03:50): please understand me there
XXX[email=ste.meier@hotmail.de]@hotmail.de (16:03:58): i don't give up the money
Max (16:05:24): I understand you well, but if I give your bonus back to your account, you could play your money again.
XXX[email=ste.meier@hotmail.de]@hotmail.de (16:05:47): I understand but then still 1200 € error
XXX[email=ste.meier@hotmail.de]@hotmail.de (16:06:04): that makes no sense
Max (16:08:17): You could win your money, but you are not sure that at the end of the bonus you will still hold your 1200 €. You have not lost your real money, that is the most important thing
XXX[email=ste.meier@hotmail.de]@hotmail.de (16:09:04): then I will pay you the 200 euro
Max (16:09:10): I apologize again if I have given you the wrong information, but you have a chance to win high winnings.
XXX[email=ste.meier@hotmail.de]@hotmail.de (16:09:18): please arrange for a Speedy processing
Max (16:11:27): If I reward you with the same bonus, you will have opportunities to continue playing and win.
Max (16:12:00): Give it a try and if it doesn't work, you can always cash out.
XXX[email=ste.meier@hotmail.de]@hotmail.com (16:12:03): please arrange the payout
XXX[email=ste.meier@hotmail.de]@hotmail.com (16:14:11): do you need any documents for the payout?
Max (16:14:36): I understand you well and apologize to you again for the misunderstanding.
Max (16:14:59): if you want to make your payout, you can.
XXX[email=ste.meier@hotmail.de]@hotmail.com (16:15:08): have requested it
XXX[email=ste.meier@hotmail.de]@hotmail.de (16:15:16): do you still need documents from me
Max (16:15:17): at the moment we don't need any documents from you.

Edit by Matthias: removed broken link
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This post has been translated automatically

masnon

Topic Creator

Forum posts: 3 Member since: 13.07.2019

14th Jul. 2019, at 08:48 am CEST#1

Nobody has liked this post so far

Legend

upola

Forum posts: 4.247 Member since: 17.05.2018

14th Jul. 2019, at 10:07 am CEST#2

As far as I know, the casino does not have a no sticky bonus.
You have to wager the sum of the bonus and Deposit 33X.

Experienced

Reskim

verified

Forum posts: 417 Member since: 12.07.2018

14th Jul. 2019, at 10:16 am CEST#3

But you can still make high wins 🤣🤣🤣ick me off

10 Euro LoyaltyBonus reward 🤣🤣

Top Member

Emx81

Forum posts: 781 Member since: 11.08.2018

14th Jul. 2019, at 10:20 am CEST#4

Saftladen, sure he can put it back...
Had the same once at karamba, from 600€ became 60€, since then not a single € left there.

14th Jul. 2019, at 10:24 am CEST#5

Liked this post: sippi

If you had read the terms and conditions, this would not have happened.

14th Jul. 2019, at 10:28 am CEST#6

It says.

We offer you the option to cancel your bonus. All you have to do is click on "My Account" and then on "Cancel Bonus" on the right side. Please note, however, that the bonus (if it has not been fully wagered) will be canceled including all wins.

14th Jul. 2019, at 10:29 am CEST#7

In the account overview it said balance = 200€ + 1405€
That was the reason to assume that you can remove the bonus.
What is the point of reading the terms and conditions if you can not rely on the statements of the support staff.

Expert

Klempo77

Forum posts: 1.338 Member since: 01.01.2019

14th Jul. 2019, at 10:37 am CEST#8

masnon wrote on 14/07/2019 at 10:29: In the account overview it said credit = 200€ + 1405€
That was the reason to assume in the first place that you can remove the bonus.
What is the point of reading the terms and conditions if you can not rely on the statements of the support staff.

I am sorry that this happened to you
You simply can't rely on chat, there are people who can't decide
A few small things can be settled there, but when it comes to money, they often give wrong information
It often happens that when you have payout problems, chat says it's all ok and yet you get mail that it's not as chat support told you. That you have violated some bonus conditions, or that some documents are still needed, and, and, and.....

It is really best to play without bonus

Xavi22

Forum posts: 1.582 Member since: 14.06.2019

14th Jul. 2019, at 10:45 am CEST#9

Really disgusting action. I would also complain again directly via e-mail to the support. Maybe you can still do something.

Elite

Dbac79

Forum posts: 2.012 Member since: 14.01.2019

14th Jul. 2019, at 10:53 am CEST#10

in the event of a dispute the casino will say that it is decisive what is written in the agbs and not what a support employee tells you, but i can understand you i would also like to have the people in front of me in such a situation and then "discuss" it

# Other Casinos #: Energycasino bonus credit 1400€ away

Energycasino bonus credit 1400€ away

Energycasino bonus credit 1400€ away

Energycasino bonus credit 1400€ away

Energycasino bonus credit 1400€ away

Energycasino bonus credit 1400€ away

Energycasino bonus credit 1400€ away

Energycasino bonus credit 1400€ away

Energycasino bonus credit 1400€ away

Energycasino bonus credit 1400€ away

Energycasino bonus credit 1400€ away

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