Resolved complaint
Support said this slot was allowed
Velobet removed €420 for playing a restricted game. I literally asked them first. Asked if Reactoonz counted on my reload offer, agent said yes. I saved the chat for once.
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8 comments
The conversation
8 replies · Oldest firstThis case is resolved. The public conversation is kept for the record.
This case is resolved. Public replies are closed.
Maybe I should buy a lottery ticket because I never save chats and this is the one time it mattered.
Please send the full chat and the reload-offer reference privately, including the question before the answer. We need to check that the agent was answering about this offer.
Uploaded. I typed the offer code, the game, everything. It wasn't just is Reactoonz available on the site.
The chat referred to the correct reload offer. Our agent gave incorrect eligibility advice. We have restored EUR 420 as withdrawable cash for this case and removed the disputed restriction from that balance. The offer information is being corrected.
That was quick! Balance is back. Withdrawn it now.
We'll leave the thread open until you confirm receipt.
Paid. €420. Agent has emailed an apology as well. Fair enough, mistakes happen.
Resolved with €420 received after the operator accepted that its offer-specific advice was wrong.