Sesame Casino - Баланс гравця було анульовано.

Yesterday I took advantage of a 100% bonus of BGN 25 with a requirement to play x5, ie. BGN 25 deposit and BGN 25 bonus - BGN 50 x BGN 5 - 250 play-off amount.

I won BGN 1,400 and tried to withdraw them, he gave me an error and the amount disappeared from my balance. I wrote to their chat and their employee assured me that the withdrawal was being processed. Withdrawals are usually received immediately, and in rare cases when this is not the case, emails are received and the requested withdrawal is visible in the player's account. But this time there was no email, and no requested withdrawal was visible in the account.

I wrote in the chat again and then an employee explained to me that I had another 10.50 to play the bonus, but I refused it (I did not understand how and when) and therefore the entire amount of BGN 1,400 was in the bonus balance and not in the real , and nothing can be done.

Do you think this is right? I think that after there was 10.50 to play the bonus, those 10.50 should be the bonus balance, and the remaining 1389.50 should be in real balance. What do you think? Is this correct on the part of the casino? In other casinos the bonus is a bonus and the remaining amounts are in the real balance.

And Is it correct for their employee to lie to me that the withdrawal is in the process of processing?

Hello djidja83,

Thank you very much for submitting a complaint and I'm sorry to hear about your issue with Sesame Casino. Allow me to ask you a few more question before we would move forward.

Did they void your balance or is there any possibility to return it? Was there any progress indicator showing how much do you still need to wager? Is your account verified or did you ever process any withdrawal in the casino?

Please also forward any relevant proof or communication with the casino to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

Hello,

During the game only the balance is visible, in no way divided into bonus and real balance. Also, nowhere can you see what amount is left until the full play of the bonus.

The casino claims that I canceled the bonus manually, I did not understand how and when this happened.

There was no way he could go back.

My account has been confirmed and I have several successful withdrawals from there, but not more than BGN 100 or 200.

I send the communication with the casino to the specified e-mail.

Thank you!

Hello djidja83,

Thank you for all the information. I will now forward your complaint to my colleague Adam who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you very much!

Hello djidja83,

I have reviewed your case and will contact the casino to see if I can help.

Before I do so, can I please just check some details with you?

I have looked at the casino's terms and conditions and found the following:

"the bonus funds are credited to the bonus balance of the User, and the qualifying deposit is reflected in the balance with real funds. Respectively, the real balance is not subject to restrictions, while the bonus balance can be used for bets only on the games described above and represents non-withdrawal funds. The user begins to play with his real balance, contributing to the play of the bonus to the above conditions. All winnings made with real balance bets are also accumulated in the real balance. The actual balance is not subject to restrictions and can be withdrawn at any time, but the amount available on the bonus balance is lost upon withdrawal, with which the User agrees and confirms before requesting a withdrawal from his account."

However, you have stated that the balances for bonus money and real money were not displayed separately, and the outstanding wagering requirement was displayed nowhere in your account, is that correct?

Hello Adam,

Thank you very much!

Yes, that is correct.

I make a deposit of BGN 25, I receive a 100% bonus and I see BGN 50 in my balance. There is no real balance, no bonus balance.

And yes, I didn't see the remaining amount to play the bonus anywhere.

Thank you djidja83.

We would like to invite Sesame Casino to join the conversation and aid in the resolution of this complaint.

I don't think the casino will be involved. Probably this is another Bulgarian casino that does not have the courage to come out and say something, even the stupidest explanation.

I reviewed the complaints and found that all complaints against Bulgarian casinos were unresolved due to the non-inclusion of the casino. And this one will not have a different outcome.

We would like to ask Sesame Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear  djidja83,

I tried to make contact with the casino repeatedly but had no success. I’m afraid there is not much that can be done without their cooperation.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend you to contact the National Revenue Agency (infocenter@nra.bg) and submit a complaint to them. They may have more options and tools to help players. Please let me know how they replied (adam.m@casino.guru). I wish I could have been of more help.

Best regards

Adam