Unresolved complaint
The rule appeared after I had already finished the bonus
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Nummus Casino removed €7,600 because The Dog House is apparently excluded from my reload bonus. Except it wasn't excluded when I took it. I saved the terms because last time I used a bonus somewhere else there was an argument. My saved page has five excluded games. Their current page has nine and The Dog House is one of the new ones.
Offer email is dated 22 July. I activated the same day, finished the wagering on the 24th and withdrew. They sent the refusal on the 30th with the NEW link. I sent my old copy and the agent said terms can be updated. Surely not after you've finished?? Deposit was €100. Entire final balance was €7,600. I'm not counting the deposit twice.
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The conversation
13 replies · Oldest firstThis case is unresolved. The public conversation is kept for the record.
This case is unresolved. Public replies are closed.
Please send the original files and activation email privately, rather than edited comparison images. We need the version presented on 22 July and the round dates. Nummus Casino, please identify the version accepted for this activation.
Done. The screenshot is just both windows side by side. Haven't changed either file.
The winnings were removed under the current excluded-game list. We are checking historical offer versions but cannot supply the activation snapshot at present. The decision remains in effect.
The current list doesn't answer which terms applied to this July activation. Please address the dated file supplied by the player and provide the activation record, or reconsider the removal.
They emailed me the current terms AGAIN. Same URL. I can read the current page, that's not the problem.
The old footer even says version 22 July. New one says 29 July. All my playing was over by the 24th.
Those dates are material. We've sent both version identifiers back to the operator and asked them to explain the discrepancy. We have not treated your saved copy as proof of every server event, but it needs a specific answer.
Now offering my €100 deposit back if I accept final settlement. I haven't accepted. Doesn't say what happened to the other 7500.
Keep the offer in its original form and don't sign a release you don't understand. We've asked the operator for the ledger and the basis for that proposed settlement. An unaccepted offer is not a refund already received.
No answer to you? To me just a reminder that I can take the 100.
No historical activation record or explanation. A final follow-up has been sent with a response date of 4 September.
Nothing new and haven't had any of the €7600. Close it unresolved. The files are all there if someone eventually bothers to check them.
Closed as unresolved. EUR 7,600 remains withheld. The operator did not establish that the later exclusion applied to the earlier activation. The proposed €100 settlement was not accepted or paid.