BetCoco Casino - Player enquires more information about bonus rules.

The casino doesn't mention which slots contribute to wagering. I submitted three tickets but they remain unanswered

Dear jim3biz,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. As I haven't found any information about wagering contribution or restricted games for bonuses in general terms and conditions, I contacted the live chat. Please see below the transcript:

"hello :)

Support 06:55

Hi there! What can I do for you today? 🙂

06:55

could you please help me to find which games contribute to bonus wagering?

Support 06:56

So basically only slot games contribute to bonus wagering

06:56

100%?

Support 06:56

Can be found on the T&C's yes

Yep

06:56

are there any restricted games for bonuses?

from slots

Read

Support 06:57

There is , live games, and table games, as from slots I am not aware as of now.

06:57

thank you"

Please let me know if this advice was helpful or if we need to intervene. Thank you in advance for your reply.

Best regards,

Petronela

They avoid to answer which the slots contribute I deposited 10 Euros and only the spins in betsoft counted. I could have won 1000 euros in pragmatic and not be able to use it for wagering. Look the response I got.

Hello there!

The wagering requirements for your store free spins at "Safari Sam" is 40x. And your current wagering progress is 5.01 / 6280.00 EUR

More on this casino I had almost 2000 in my bonus balance starting from a 120 win I had in one of the free spins you can buy with loyalty points in Safari Sam . They never informed me about how much time I had to wager it or which slots contribute to it. After one day my bonus money expired and disappeared

I finally got my response

Yes but what slots contribute ?I made a deposit of 10 Euros plus the winnings how my wagering is at 5.01 ? The same thing happened last time with my deposit bonus

Risk-free bets on any games or services do not count toward the wagering requirements. Winnings also do not count towards wagering but towards the balance

So to wager let's say 1000 you have to deposit 1000. This isn't mentioned anywhere on their site and it's clearly a fraud. Thank you for your time and I hope to consider this to your rating of the casino.

Thank you, jim3biz, for the update. Could you please forward any relevant communication between you and the casino to petronela.k@casino.guru?

Thank you, jim3biz, for the forwarded communication. Do I understand correctly that your Free Spins were issued for a specific slot machine? If that's the case, only playing on that specific slot counts towards wagering.

yes ,still shouldn't this be mentioned when i bought the free spins?

It is written right in the title of the promotion 🙂

Is there anything else we could try to help you with or do I have your permission to close this case as resolved, please?

No it wasn't they changed it now, good thing i kept a printscreen

I consider the issue to be fixed. Would you agree? Is there anything else we could try to help you with or do I have your permission to close this case as resolved?

Yes close it since its fixed i wasnt misguided to an offer with not clearly stated terms.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, jim3biz, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru