bCasino - Player's deposit bonus was not applied.

I made a deposit of 200 in order to receive the 1000 bonus, but it was withdrawn from my account and I'm only told that my account has an exclusion, and to this date, no one has responded.

Dear Itzelberenice10,

Thank you for submitting your complaint. I'm sorry to hear about the challenges you're facing.

Please understand that we cannot penalize the casino for revoking your bonus privileges. Casinos, as a general practice, reserve the right to restrict or close player accounts if they suspect irregular play, engage in questionable activities, or for no specified reason.

It's important to note that casinos are not obligated to provide bonuses, and the privilege of receiving them can be limited or withdrawn at any time without notice. While it would be ideal to inform players of new restrictions, unfortunately, it is not a standard practice.

If you haven't placed any bets using your last active deposit, you should be entitled to a full refund.

Feel free to provide any additional information I may have overlooked. However, if not, I regret to inform you that I may have to reject your complaint as unjustified. I appreciate your understanding and look forward to your reply.

Best regards,

Petronela

I'm not asking for the bonus, but rather the deposit I made and they didn't let me bet, I'm just asking for my refund, thank you

Hi Itzelberenice10,

My sincere apologies for the confusion. I mistakenly thought that you were ineligible (excluded) to receive additional bonuses.

• Could you please advise if your account was previously verified?

Thank you.

No xk they didn't give me the opportunity to verify it because as soon as I deposited and they kicked me out of the casino

Until now they have not even given a response to my case, I think they will be the same as the casino people will not respond or assist me

Thank you very much, Itzelberenice10, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you Itzelberenice10 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask bCasino for their help in resolving this complaint. We would like to know why was this player blocked and if it would be possible to refund the deposit.

Thank you!

They didn't give me any bonus of 140 pesos or my refund.

Also, I don't have multiple accounts. If I only used that of a family member, it was to be able to send them emails because I couldn't contact the b casino support.

Thank you for the clarification bCasino representative.

Could you please provide evidence of what you have explained in my email? (peter.c@casino.guru)

Thank you in advance for your cooperation!

Dear Peter,

Thank you for your reply.

Could you please be more specific in what documentation/ evidence you wish for me to send?

Best regards,

I would appreciate it if you could provide me with an account log with the transactions you have mentioned so we have evidence of all the deposits and bonuses being played through.

Thank you in advance for your cooperation!

Dear All,

I hope my message finds you well.

Please be advised the email and documents requested have been sent to Peter.

If anything further is needed, please do not hesitate to ask.

Best regards,

B Casino Representative

Well, I want the tests to show up like this, we are responding and check the facts, please.

Thank you for providing the information bCasino representative.

Dear Itzelberenice10, according to the transaction log provided by the casino, your two deposits were used to play different slots after some time which I presume is the self-exclusion period. If you have played your funds to zero you won't be liable for any refunds. I would like to ask you how you would like us to assist you further in this case.

I haven't played anything in the casino, nor have I even been able to enter, but if they have the evidence, why don't they show it like this?

Also, Peter, with all due respect, but I trusted you to help me and I don't think it's fair that I see that this part of them is 200 pesos that maybe you can't make a refund even if it were a large amount. I don't argue about the amount, yes. No, I don't like injustices and I thought that by exposing this through you you would help me resolve this casino conflict in my favor because I verified that I am not lying ok thank you very much

Peter with all due respect but maybe you are on the side of b casino xk I just found this and I am not the only one who put a complaint in that same casino and xk there are no resolutions I asked for their help so they wouldn't leave me without supporting me.

Dear Itzelberenice10, unfortunately with the evidence the casino provided I'm not able to assist in this matter further. If you wish to pursue this complaint further I would recommend contacting the eCOGRA (https://ecogra.org/contact-us/) – an alternative dispute resolution service and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority (https://www.mga.org.mt/player-hub/lodge-a-complaint/) itself but given the evidence I think they will be on the casino's side as well. This complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.