bCasino - Player was misinformed about the bonus.

I have uploade the screenshot concerning this complaint.

I contacted support to verify what the value of the 50 wager free spins is. As you see in the chat it was said to me that the value is 4zar.

So i made my deposit of 150zar.

When ibopened the game to play my spins the value was 1.8zar less than half of the said amount so i contacted support and i was told the agent was not available.

Thanks once again.

Dear 2darryn2,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please allow me a few questions, so I better understand the situation.

Have you contacted the casino regarding the situation? What was their reply? Would you be able to provide me with a link to the promotion you are referring to or provide a screenshot?

I'll await your reply.

Best regards,

Tomas

Yes i contacted the casino and asked to speak to the agent that assisted me and i was told that he is not there anymore.

2darryn2,

Have you decided to play the spins or are they still untouched in your account? Has the casino offered any compensation for the fact the agent informed you incorrectly?

No they did not offer me anything. As the person that had informed the the incorrect info was had left. But ill contact them and ill let you know

Dear 2darryn2,

Please understand that if you decided to play the bonus as it was granted to you there is little we can do to help you in the situation. Could you please explain if you decided to play the bonus since it was granted to you?

I'll await your reply.

Ok. I played the spins

I have a different complaint against bcasino. And since this complaint is not solved. I need to focus on the latest.

I have been gambeling at this casino for almost a year now. I have only used one bank account and bank card. All of a sudden i made a withdraw about 10 days ago and was asked to verify my account. The bank information i have to verify. I do not recognise any of it. And like i said i only have ever used one banking account for bcasino. Once i have verifed with a casino i dont change because verification can be a time consuming process. The casino refuse to provide me with the evidence that i have made a deposit with a different card. Since it is my account and i have not made this deposit they are claiming i made. I feel i need this information from them so i can open a case of fraud atthe police station. This is a serious situation and i dont seem to get the assistance i need from the casino. As they constantly request this information from me. I can email you chat.

I understand 2darryn2,

Thanks for the update. We will consider the original issue as resolved and will continue with the current issue, regarding the unknown payment method.

Could you please explain if you can review which payment methods have been used to deposit and withdraw to your casino account during the tie you were a player there? Has the casino confirmed that what they are asking for is not a mistake? Did the casino explain when you supposedly made this deposit with a different payment method?

Please let me know. I'll await your reply.

Ok. Then the previous issue is resolved. Thanks.

I cannot review which payment methods havevbeen used. They are determined i deposited with another bank account. No they do not give an exact date. Just with my previous withdraw i was asked to complete verification.

I have downloaded my bank statement and reviewed all the dates i have made a deposit up to my last successful withdraw.

Which was 17 January 2023. Since that then i have made 12 deposits and all of the have been made from my bank account. I have tried contacting the casino but i get told the support is offline at the moment.

2darryn2,

Could you please advise if you have access to your deposit history on the casino website? Did you find any irregularities in your deposits there?

If there is any chat communication or emails from the casino regarding the issue, please forward them to my email at tomas@casino.guru along with any supporting evidence. Thank you in advance.

Dear 2darryn2,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.