The player from Chile had not received the promised birthday bonus after contacting customer support following his birthday on October 14th. He expressed concern over the apparent disparity in bonus distribution, noting that a friend had received a significant betting bonus despite less frequent play. The issue remained unresolved as the player did not respond to the Complaints Team's inquiries, which led to the rejection of the complaint.
Betano Casino CL - Player's birthday bonus has been delayed.
Amount: $30,000 CLP
Betano Casino CL
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 months ago
Public
Public
3 months ago
Translation
My complaint is because I spoke with support as it was my birthday, and they are supposed to give birthday bonuses. They told me they would give me a bonus, and my birthday was on October 14th. Two days have passed, and I still haven't received the bonus. I'm not sure what's going on with the bonus department or the platform because I have a friend who had his birthday at the beginning of the month, and when he opened his account, he had a $30,000 betting bonus. I find this unfair because I'm a user who always deposits and plays, whereas he plays once a month. I don't know if it's discrimination or something. This is my complaint.
Automatic translation:
Public
Public
3 months ago
Dear cristobalbenavides17,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. A bonus is essentially a gift from the casino, and it's up to the casino to determine if you qualify for it and what rules apply. It is important to note that casinos are not obligated to offer any benefits to their players and may exclude individuals from their loyalty program without prior notification. While we understand the importance of keeping customers informed about any changes that may impact their player experience, we do not intervene in these matters and allow casinos to make their own decisions regarding who receives loyalty rewards and who does not. I apologize for not being able to provide more assistance in resolving this case.
Please let me know if there is anything else I can assist you with, or if this complaint may be closed.
Thank you for your understanding.
Best regards,
Nick
