The player's unable to access his account for unknown reason. The complaint was resolved as the player was able to access his account again. However, not planning to play in the casino anymore.
Berry Casino - The player's unable to access his account.
Amount: €45
Berry Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.3
Berry Casino has a Safety Index of 8.3, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
I opened an account here yesterday. Deposited 30, applied for bonus but didn't get it again, but that's different. In any case, I won every now and then, then at around 45 euros I suddenly couldn't play anymore because I had reached the loss limit. Now from 30 to 45 is not a loss but a gain. Since no support was available I left it yesterday. Now I tried it today, but I can no longer log into the casino, the "Login" button remains gray and is no longer active. Chat is again unavailable.
It seems to be an absolute rip-off and fraud casino, if I start cheating with these amounts.
Automatic translation:
Public
Public
2 years ago
Hello idobins56,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BerryCasino. Please allow me to ask you a few more question before we would move forward.
Could you please advise what kind of bonus did you try to use? Did you request for a withdrawal? Did you contact the casino with this issue and if yes, what did they respond?
Looking forward to your answer.
Regards,
Nick
Public
Public
2 years ago
Translation
Thanks for the trouble, has now done. I was able to log in yesterday and gamble away the rest of the credit, then I closed my account. So if I deposit 30 euros, then have an account balance of 46 euros and then I am blocked from further play for 24 hours because of the loss limit, then something like that is very suspicious, since I have no loss but a profit. So this casino cannot be recommended.
But thank you for your efforts and help.
Automatic translation:
Public
Public
2 years ago
Dear Paul,
You don't have a loss limit, but rather a wager limit, which works in a different way. You were blocked from further play since you had reached the specified wager limit with your turnover from playing games.
With regards to your welcome bonus:
- The bonus code is issued automatically when you make your first deposit with the promo code. To make sure you have the bonus added, you need to enter the promo code at the deposit stage. Some players don't like to play with bonus, thus we don't add it to everyone automatically on their first deposit.
- The first time you came to chat, if you requested an agent, this issue would have been resolved and possibly you would have had a much more pleasant experience
- The second time - the agent said that only English support is available, unfortunately we currently don't have 24/7 coverage for German speaking agents.
- The third time - I apologise, there was an issue with the chat bot routing which we have now resolved
I'm sorry your experience with us wasn't positive, and thank you for highlighting some of the issues we have since launching a month ago.
Kind regards,
Berry Casino support
Public
Public
2 years ago
Dear Paul,
Also, with regards to the login button - it should go green as soon as you start typing your username and password. If it doesn't, please refresh your browser's cache, since we have recently fixed a few small bugs on the front end.
Kind regards,
Berry Casino support
