AMPM Casino - 플레이어의 보너스가 고정되어 출금이 불가능합니다.

I'm from Germany. I deposited 20 Euros to receive the bonus with 50 wager-free FS. I received the registration bonus but it's stuck in active mode and I can't delete it or play it out. My FS bonus is not displaying. The worst part is, the chat function is disabled, and I can't withdraw my 20 Euros, even though it should work for transactions of 20 Euros or more with an ezett wallet. I'm stuck and desperately need help.

Ich bin aus Deutschland. Ich habe 20 Euro eingezahlt um den Bonus mit 50 0 wagering FS zu erhalten. Ich habe den registrationsbonus erhalten aber er steht auf aktiv und ich kann ihn nicht löschen oder zu ende spielen. Mein FS Bonus wird nicht angezeigt. Das schlimmste ist, die Chat Funktion ist deaktiviert und ich kann meine 20 Euro nicht mehr auszahlen lassen, obwohl es ab 20 Euro gehen muss bei ezett wallet. Ich komme nicht weiter und brauche dringend Hilfe.

Dear sstrunk1207,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if you placed any bets or if your initial deposit is still untouched inside the account? Was your account previously verified?

If there is any supporting evidence that you'd like to share, my email address is petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Player's additional comments:

Hello and thanks for the quick reply.

I was finally able to chat briefly with a member of staff. After not being able to complete my registration bonus yesterday I had to start playing with my real money. After some time and losses, the current bonus was finally deleted and I thought I would now receive my free spins that are still missing. I deposited with the correct code and also activated. I think there was a technical error due to the still active and incorrect bonus code. I wanted to pay the 20 euros back, but this was not possible. I've attached some screenshots. I just asked for the free spins but I'm not getting any. I'm very upset about this and really hope you can help me.

Thanks.

PS I couldn't find an imprint either. To contact you otherwise.

Best regards

Sandra S*****

Player's additional comments:

Hallo und danke für die schnelle Antwort.

Ich konnte eben endlich kurz mit einem Mitarbeiter chatten. Nachdem ich gestern meinen Registrierungsbonus nicht beenden konnte, musste ich mit meinem Echtgeld anfangen zu spielen. Nach einiger zeit und Verlusten wurde der aktuelle Bonus endlich gelöscht und ich dachte, ich erhalte nun meine Freespins die noch fehlen. Ich habe mit dem richtigen Code eingezahlt und auch aktiviert. Ich denke, dass es aufgrund des noch aktiven und fehlerhaften Bonus Code zu einem technischen Fehler kam. Ich wollte mir die 20 Euro wieder auszahlen was aber nicht möglich war. Ich habe einige Screenshots angehangen. Ich habe eben um die Freespins gebeten aber ich erhalte keine. Ich bin sehr verärgert darüber und hoffe sehr, dass sie mir helfen können. 

Danke. 

P. S. Ich konnte auch kein Impressum finden. Um anderweitig Kontakt aufzunehmen. 

Viele Grüße 

Sandra S*****

Thank you, sstrunk1207, for your email. Do I understand correctly that you already used your deposited funds before the bonus could be manually activated by the casino? Was it a match bonus + Free Spins or Free Spins only?

Dear sstrunk1207,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.