22bet Casino - Player complains that she didn’t receive Birthday bonus.

The casino refuses to award me 500 points in the store.

It's a birthday promotion, which says they give 500 points in the store to active customers.

I claimed it in chat and they refuse to grant me. They say points are awarded at the casino's discretion.

However, this "discretionary" condition is not among the requirements.

Dear Laura,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked Birthday bonus terms and conditions, and this is what I found https://22bet.com/bonus/rules/birthday:

·        "You must agree to receive emails.

·        Your email address and phone number must be activated.

·        Your profile in My Account must be fully completed.

·        You must agree to participate in the bonus program.

·        There must not be any limits on your account.

·        This offer is only available to active customers (whether a customer is active or not is determined by the Betting Company)."

Could you please advise if you have deposited any funds into your account and redeemed any free bonuses in the past?

Meanwhile, please understand, that we can’t penalize the casino for not giving you a bonus automatically.

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

Best regards,

Petronela

Hello Petronela.

I meet all the requirements.

My account is active, verified, I already participated in promotions, I made a deposit of 100 dollars about 3 days ago (this was one of my last deposits)

But since I opened the account, I made at least 2000 dollars of deposit.

Hello Laura,

Could you please forward your game and cashier histories? My email address is petronela.k@casino.guru. Thank you very much in advance. 

Petronela, I already sent you the email.

The subject of the mail: 22bet history

Thank you!

Thank you very much, Laura, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello lauarual,

I looked at your complaint and will do my best to help you. I would like to invite 22Bet Casino into this conversation. Can you please specify why you refuses to give birthday bonus to the player?

We would like to ask the 22Bet Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hello all,

Thank you for your patience.

To receive the bonus, the player need to fill up the personal information page, moreover, the player need to confirm the email and the phone number.

lauarual, you haven't met all requirements to receive the requested bonus.

Thank you.

Kind regards,

22bet.

Of course I have my email, telephone and personal data confirmed.

I have been a client, I deposit and withdraw for more than a year.

How is it possible that I could have made these transactions without having my account verified and active ?!

What they say doesn't make sense.

And I am sure that you can confirm with computerized means that I do have my complete profile from my registration in this casino.

We would like to ask the 22bet Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Obviously the casino ignores the complaint, and does not intend to honor its promotions.

It is another alert that this casino with a very bad reputation adds.

They should not offer promotions that they are unable to deliver. They are completely deceptive and act in bad faith.

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

We’ve reopened this complaint at the request of 22bet Casino casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello!

We have clarified the information on this situation once again. As we said earlier, the player could not get this bonus because of the fact that the mandatory points in his application form were not filled out, the consent to receive the bonus was not activated in the account.

Dear 22bet casino representative,

The player has stated that they have been fully verified. However, it seems unlikely that they could have completed the verification process without any missing information in their account. Could you kindly provide some clarification on this matter?

The player wrote:

Of course I have my email, telephone and personal data confirmed.

I have been a client, I deposit and withdraw for more than a year.

Hello! 

If the bonus was not received, it means that the player has not fulfilled all the necessary conditions. We would also like to remind you that this bonus is non-deposit, 22bet can change, cancel, renew, or refuse any promotion at any time without prior notice.

After reviewing the promotion, I acknowledge that the player claimed to be fully verified. However, since the bonus is a non-deposit bonus, I believe it is within the casino's discretion to determine whether or not to grant the bonus to specific players.

Because of that, I am closing this complaint as unjustified.