Purchased bonuses, didnt recieve
I purchased bonuses on 3 Hot Tea Pots and I didn't recieve my bonus spins. I contacted custome support and they advised me that they forwarded my issue to the tech department and I will have to wait for and email to advise me further. I asked approximately how long will I have to wait. Here is part of their response "As soon as our relevant team completes the check, you will receive an update directly by email. I kindly ask you not to worry — your case is being carefully reviewed, and you won’t be left without an answer." They did not answer my question. I've had issues in the past with misleading statements. They lack transparency and intregrity. They have told me how to cancel my account and its not as easy as signing up. To delete my account and info, is a lengthy process due to them making you ban yourself for 24 hours then you send at request they delete your info. I don't know how long it takes for them to delete the info after you request it.
Reply from OnlyWin Casino
Dear Marie,
We are sorry to hear about your experience. After receiving your request, we indeed forwarded all the necessary details to the relevant department so they can check the stake and provide us with the outcome. Once we receive their response, we will either credit the winnings from that stake or refund it to your account. As soon as we have the confirmation, we will notify you immediately.
Regarding account closure, you are correct: a 24-hour cooling-off limit must be set first, after which you can send an official closure request by email. These requests are usually processed within 48 hours (often faster). Please note that under our KYC Policy, player data is retained for 5 years and cannot be deleted immediately after closure.
We appreciate your patience and understanding!
Best regards,
OnlyWin Casino Team
