Тема обсуждения вопросов поддержки и жалоб в группе DeepLogic (SpinFever, Rooli и FatFruit).

My name is Laura and I am a representative of DeepLogic Group!

First of all we are are excited to be adding our three online casinos to LCB:

SpinFever Casino
Rooli Casino
FatFruit Casino

Our group is heavily casino focussed with a library of over 10,000 slots and live games for you to enjoy responsibly. 

I will be happy to answer any questions you have going forward. You can also contact our 24/7 live support team at any time.

Welcome to the best forum, Laura! So glad to have you here! 

Welcome to our Forum! Glad to have you here in case our members need assistance 

Welcome to the LCB forum! 

Welcome, nice to have you here 

Welcome to the LCB community! Nice to know we have you around! 

Welcome to the BEST gambling forum 

Welcome to the forum 

Hallo. Ich hätte eine beschwerde bezüglich eines bonus auf fatfruit. Ich hatte mit dem bonus code silver eingezahlt, 30€ Einzahlung dann bei dem spinrad 10€ euro gewonnen, hand of anubis gespielt 1500€ gewonnen, geh dann auf bonus stornieren weil ich gedacht habe besser wird es nicht, habe gedacht wird ja maximal 40 facher umsatz sein also meiner Meinung nach im schlimmsten fall 400 € minus, keine Warnung nix, der storniert den bonus und plötzlich zeigt der mir 30€ Guthaben statt der 1530 euro an , die vorher drauf waren. Ich verstehe schon das ein bonus Bedingungen hat, aber das ist ja wohl irgendwie frech. Ich versuche nicht zu meckern aber das ist ja wohl eindeutig irgendwie ein bischen übertrieben oder? 

Ich hoffe das ist hier der richtige thread um einen entsprechenden support zu erbitten.

Hello. I have a complaint regarding a bonus on Fatfruit. I deposited €30 using the bonus code silver, then won €10 on the spin wheel, played Hand of Anubis, and won €1500. I then went to cancel the bonus because I thought it couldn't get any better, as the maximum wagering requirement would be 40x, meaning in my opinion, the worst-case scenario would be a loss of €400. There was no warning, nothing. The bonus was canceled, and suddenly my account balance showed €30 instead of the €1530 it had before. I understand that bonuses have terms and conditions, but this is pretty cheeky. I'm not trying to complain, but this is definitely a bit excessive, isn't it?

I hope this is the right thread to request appropriate support.

Hello. I have a complaint regarding a bonus on Fatfruit. I deposited €30 using the bonus code silver, then won €10 on the spin wheel, played Hand of Anubis, and won €1500. I then went to cancel the bonus because I thought it couldn't get any better, as the maximum wagering requirement would be 40x, meaning in my opinion, the worst-case scenario would be a loss of €400. There was no warning, nothing. The bonus was canceled, and suddenly my account balance showed €30 instead of the €1530 it had before. I understand that bonuses have terms and conditions, but this is pretty cheeky. I'm not trying to complain, but this is definitely a bit excessive, isn't it? i mean by reading their bonus conditions they are right, it says 35 five times rollover, but i do not think it is ok to forfeit my hole win instead of just remove 350 € from my win. they could have just made another warning but instead of saying ok you got a 10 € bonus which you have not met the rollover requirements so we will delete the bonus according to rollover so 1530€ - 35x10€ = 1180 € is your cashout they just deleted my win O.o WTF?!? I do not think it is fair and they should overthink theyr conditions or other players should be warned about this behavior. I hope you could help me with my issue. Thanks

Сумма убытков: 1500€

Казино: FatFruit Casino

Дело №: 3736

Yes they do have to  overthink the decisions .i totally agree.this behavior is not right is it .

Hello Andreas “WerNaEr aka Macmop” Werner,

Please note that in most online casinos, cancelling a bonus can, depending on the casino’s T&Cs, forfeit the bonus and any bonus-derived winnings, or convert remaining bonus funds to real balance only if wagering rules are met.

That said, we will contact the casino rep for further explanation. Please make sure to follow this thread for future updates.

Thank you.

Hello Andreas,

We’ve sent a reminder to the casino representative as we haven’t heard back from them yet. Has there been any progress on your end in the meantime?

Thank you for your patience.

Hi there Andreas, thank you very much for taking the time to describe your experience. We fully understand how disappointing it can feel to lose winnings, especially after a successful session. However, we would like to clarify how the bonus system works in cases like this. When a bonus is active, all winnings generated while that bonus is applied are considered bonus-related winnings until the wagering requirements are completed. As clearly stated in our Bonus Terms and Conditions, if a player chooses to cancel an active bonus, the bonus and all winnings associated with that bonus are removed immediately. This rule is applied automatically and equally for every player to ensure fairness.  In your example, you mentioned that the worst case would have been continuing to wager €400. Based on the bonus rules, this is exactly how the promotion is intended to function, players who wish to withdraw their winnings must complete the wagering requirement. By cancelling the bonus, you effectively opted to remove the bonus and any winnings achieved under it. We understand that the situation can be frustrating if the terms were misunderstood, and we appreciate you sharing your perspective. However, the outcome was handled according to the bonus policy, and the decision in this case is final. Thank you for understanding. 

Based on the rep's detailed explanation, we will mark Case #3736 as RESOLVED.