777Bay Casino - Player is criticizing false advertisement of bonus.

Hi,

777bay.com has lied to me (by stating falsely on their website that new players for the first bonus, get a matched deposit bonus plus 100 wager free spins on Fruit Zen slot. Fruit Zen free spins we're not wager free but with x40 wagering rules. I want my deposit back, as per terms!

Dear skywalkerxxx27,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please forward the exact link to the bonus that you activated? I have checked the actual promotional offers and this is what I found (here):

777Bay’s Welcome Bonus Package; First Deposit

Now that you’re ready to make your first-ever deposit at 777Bay.com we would like to mark the occasion by giving you a little extra. In fact, quite a lot extra!

We’re offering you a massive 125% matching bonus of up to 1,500 €/$ on your first deposit. Not only that, we’ll also throw in 125 no wagering equirement FREE Spins so you can try your luck on the slots.

How and when you were informed about the wagering requirements attached to Free Spins, please? If there’s any relevant communication forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela

Yes, sorry 125 (not 100!) wager-free spins!

But the spins were not wager free as stated on website!

I kept rolling them for sticking to rules (x40) until I lost all!

And the disputed amount is 0.00095btc (20€). So, my deposit!

Thank you, skywalkerxxx27, for the clarification. How and when you were informed about the wagering requirements attached to Free Spins, please? If there’s any relevant communication forward it to petronela.k@casino.guru.

On their website.

I'm sorry, but have you tried to communicate this issue with the casino directly before you decided to wager those Free Spins? Where did you find the rule that says that the Free Spins needed to be wagered? If there's any relevant communication, please forward it to petronela.k@casino.guru.

Via their support and chat. They said to me that you have to wager from your real balance (the matched 100%bonus) then the 125 freespins. They told me the 125 free spins were wager free, I got nearly 20€ from these on Fruit Zen but I needed to wager them until they could be triggered to real balance, cheating me under day-light!!

It's crystal clear that they have no clear terms about their promotions, not withstanding the fact that they real balance and bonus balance were mixed into one making it thus a mess.

I demand my deposit back. I will even send my btc address here. When they clarify their terms, (maybe) I will return, later on, to play with them..

Thank you very much, skywalkerxxx27, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) 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 skywalkerxxx27,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

We would like to ask the 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’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side.

In this situation, I recommend you contact the Curacao Gaming Authority (complaints@gaminglicences.com) and submit a complaint to them. Please let me know if you need help with submitting the complaint. The Gaming Authority has more options and tools to help players.

Please also confirm that you submitted your complaint to the regulator.

Thank you for your help. Just please downgrade this casino with unfair terms (and/or possibly as SCAMMERS!!). I don't intend to raise a dispute for only 20€, but if I do I will need to find some time (due to my job!)

Dear skywalkerxxx27,

All our rating system is calculated automatically based on our formula (so it is fair to all casinos).

I understand that you had an issue with this casino, but for the formula is essential, also the value of the complaint, and I am afraid that €20 will not make a significant rating change.

Good is that your complaint will be published and visible to other players as a warning.

I hope you understand it.

I am now closing the complaint as unresolved with the hope that the casino will reopen it and resolve it.