ApuestaMos Casino - Player didn’t receive a deposit bonus.

Amount: €20

ApuestaMos Casino

Safety Index:Below average Submitted: 05 Sep 2021 | Closed : 27 Sep 2021

Closed Our verdict

Player stopped responding

REJECTED

Case summary

3 years ago

The player from Germany didn’t receive a bonus. The casino decided she is excluded from bonuses. We rejected the complaint because the player didn't respond to our messages and questions.

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famdianamader

Advanced Novice

Germany

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3 years ago

OriginalTranslation

I registered there through your site and deposited 20 euros, but didn't get a bonus.

So I went to the customer chat and after a while a friendly employee told me that she would unlock the bonus and apologize. It would rarely happen that there were these problems with the welcome bonus.

I waited again and suddenly she told me that her manager had decided not to grant me the bonus and would not receive a future bonus.

When I ask- why? I got her first; I'm sorry it's not her decision and then the hint that I should see it as a good one, because that way I have no wagering requirements.

Again I asked why and suddenly my chat and login was thrown out.

Of course, I don't have a single cent back from my 20 euros. And no answer either! Not to be recommended and just rip off, because if I had somehow violated any terms and conditions, I would have been informed.

Automatic translation:

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Kristina

Complaint Resolution Center Team Lead

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3 years ago

Dear Diana,

Thank you for submitting your complaint. I’m sorry to hear about your bad experience. Could you please confirm that your deposited amount has stayed untouched? Do I understand correctly that you have lost access to your account?

Additionally, please, forward any relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

Looking forward to hearing from you.

Best regards,

Kristina

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Kristina

Complaint Resolution Center Team Lead

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3 years ago

Dear Diana,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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Kristina

Complaint Resolution Center Team Lead

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3 years ago

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.