The player from Italy has tried to redeem advertised bonus without being successful. After some movement in the resolution process the player stopped responding and we had to close the complaint as 'rejected'.
888 Casino IT - Player’s criticizing false advertisement of bonus.
Amount: €32.5
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 years ago
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3 years ago
Translation
on 30/11 I signed up to 888 casino with the offer of the 20 euro welcome without deposit, I sent the documents to verify the account, I received the verification confirmation and no bonus. after a few days I made a deposit that included the bonus of 125% and also there no bonus. I write to support almost daily and sometimes I get a generic answer that refers me to the faq, others no answer. can you help me?
Automatic translation:
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3 years ago
Dear Marco,
Thank you very much for submitting your complaint. I’m sorry to hear about your issue. Please could you specify which exact bonus you tried to redeem? Did you receive any message or notification when you have tried to activate the bonus? I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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3 years ago
Translation
Hi, I was trying to collect the 20 euro no deposit bonus still advertised on the home page and the 125% bonus on the first deposit. I received this communication:
Dear player,
Thank you for contacting customer support and welcome to 888.it
Due to the success of our site we are facing an unexpected number of new registrations and requests for assistance from our players.
We are therefore required to respond generically to some of the e-mails received. We hope you can find the answer to your question below.
Our Casino Welcome Package offers a $ 20 Free, No Deposit Casino Bonus and a 125% First Deposit Bonus.
To receive the free € 20 bonus The Eligible Player will receive a communication (SMS) from 888casino.it to the contact details entered at the time of registration asking him to confirm his participation by clicking on the link contained in the text of the communication. This is a necessary condition for the activation of the € 20 Free Bonus. To learn more https://www.888casino.it/promozioni/bonus-senza-deposito
But as I pointed out (without having received an answer) I have not received either the sms or the deposit receipt email
Automatic translation:
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3 years ago
Thank you very much, Marco, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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.
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3 years ago
Hello Marco!
From now on, I will take care of your complaint. I would like to invite 888 Casino IT to the discussion to resolve this case. Could you please clarify this situation to us?
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3 years ago
Hey Marco,
Hope you are well!
To check the compliant we need your user name and the email you registered with.
Can you please post it?
Casino.Guru could you please make sure that the player info is only visible to us?
Thanks!
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3 years ago
Thank you for your reply.
Please note, the details you are requesting should be visible for you under the player's avatar.
However, to double check that information I would like to ask Marco to post a reply with the said details, his reply will not be publicly visible .
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3 years ago
Hello Marco,
Is there any update on your situation? We are extending the timer by 10 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, I'm afraid we will have to reject it.
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3 years ago
Unfortunately, we’re forced to reject this case since because the player was not able to respond to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.
The player has an option to reopen this case anytime.
