Betano Casino BG - Player has received an unwanted bonus.

Hello, a week and more ago I deposited funds with an initial bonus. After losing and resetting my funds, I deposited an amount without a bonus, after a while I decided to request a withdrawal, but I was told that I have an active bonus that I have to roll over, provided that when you request a withdrawal you have the option that the bonus will be terminated. . I receive an email first with an amount of about BGN 3,000, and then I refuse to withdraw and lose everything I have. Then I deposit funds again, launch a withdrawal and receive an email that I have to roll over BGN 32,000. which is unacceptable. After this case I refuse to withdraw again, in an attempt to scroll I lose everything and contact the support to confirm my bonus that it is not active and after confirmation of them I release a new withdrawal which has not passed for a week and when I write to the support I'm told I didn't roll the bonus.

Dear Людмил,

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

Could you please advise if you have tried to communicate a possibility to opt-out from any promotional offers with the casino prior to any bets being placed?

If there's any relevant communication between you and the casino, please forward it to petronela.k@casino.guru.

Thank you in advance for your reply. Please let us know if this advice was helpful.

Best regards,

Petronela

Hello, unfortunately I do not have photos from our second conversation in which they confirmed that I do not have an active bonus. Also, when ordering the first withdrawal, a message appears (even with an account that is BGN 0.00) stating that I must confirm the waiver of my bonus by entering the login password, otherwise I can not continue with the withdrawal request. After entering the password and renouncing the bonus on my part, it turns out that the bonus remains active even if I reset my gaming account several times in a row in an attempt to scroll through the bonus and write the support to confirm that I do not have no more active bonuses (whereupon they confirm to me that I don't have an active bonus).

Thank you, Людмил, for your reply. Could you please forward screenshots of your cashier and deposit histories to petronela.k@casino.guru?

Yes I will send you.

Translated screenshots from the player:

Thank you very much, Людмил, for the forwarded screenshots. Could you please advise how much is your active balance now?

The active balance is the same as in the photo BGN 1,000.

I am sending you a photo from my balance where you can see how I lost all my money and my balance is BGN 0. and then deposit and continue with the game.

Thank you very much, Людмил, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) 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.  

Hello Людмил.

I am sorry to hear about your troubles.

This situation that you describe is strange, and usually, when the player reaches 0, the bonus is automatically cancelled.

I would like to invite the casino representative into the case; please explain to us what happened.

Quite a strange situation, as my account is reset twice.

We would like to ask Betano Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

So, looking at it, they probably won't answer. And I want to ask in this case when they do not want to give an answer what happens by closing the complaint as unauthorized? Will it solve my problem or not?

Dear Людмил.

Unfortunatelly the casino didn't respond in the given time frame. Maybe it is just temporary, but we are forced to close the complaint as unresolved for now. I hope that the casino will reopen the case soon.

Meanwhile, your complaint will be published and negatively impact the casino rating.