BetOnline Casino - Player complains that he didn’t receive Deposit bonus.

The casino is currently running an Ape Coin deposit promotion where they claim they will match your deposit of up to 10 ape coins back to your wallet. So, you send up to 10 ape coins, you get your deposit and 100% match with 30x roll over and you also get up to 10 ape coins back as well. I've not received my ape coin and no one from the casino seems willing or able to help. I've reached out to their social media team on Twitter, I've reached out to their customer service team, who then referred me to Ape Coin. I attempted to contact them as well but have not heard back. I would have never deposited these coins if I would've known it would be this kind of hassle. I feel cheated.

Dear Jarred,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. What was the exact reason why a promotional offer couldn’t have been applied to your account? Do I understand correctly that the 100% match bonus was applied successfully but you haven't received the match amount in your casino account? If there’s any relevant communication, please forward it to petronela.k@casino.guru.

Meanwhile, please understand, that we can’t penalize the casino for not giving you a bonus automatically.

Thank you in advance for your reply and I hope we will be able to help you as soon as possible.

Best regards,

Petronela

I understand.

So the promotion is essentially a "cash back" promotion in that any deposit you make up to a certain threshold (10 Apecoin) they are supposed to match by returning that amount to your personal crypto wallet. I send them up to 10 ape coin, they send it back. It's definitely one of the stranger promotions I've seen but they're still marketing it on their Twitter account. I just can't seem to get any help from anyone at the casino on how to claim my funds. I unfortunately have not saved my chat logs. Again, I received the promotion in my casino account, but I did not receive the funds they claim they will send back/match.

The tweet reads:

Make a new deposit this week and we'll match it by sending up to 10 $APE directly to your crypto wallet

The last part is key. Directly to my crypto wallet.

Thank you very much, Jarred, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@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 Jarred,

I will assist you with the complaint from now on. I looked at the promotion and reactions on Twitter and it seems there were some technical difficulties with the offer. I'd like to invite the representatives of Betonline Casino to the discussion in order to explain the situation and offer solutions to this issue.

They've reached out via email and are working on getting me my funds. I'll update here once I receive them. No further assistance is required from their representative at this time. Thank you to everyone involved. Please keep the case open in case I don't receive my funds but I will confirm once I do.

Good afternoon, we are glad , you have received response from our team on time, please keep us informed once your case has been resolved.

Betonline Casino.

Hello all,

Thank for the update to the BetOnline Casino representative.

Jarred, I am glad the case is moving in the right direction. Keep us updated, we'll wait for your confirmation of the received funds.

Hey guys. Still have yet to receive my funds. Just keep getting the runaround from customer support.

Good evening Jarred, have you got any period of time, of when the money is going to be returned? I've reda that they contacted you inmediately with all answers to your questions, but I wanted to know if the Department in charge (customer service) brought all info as time and also payment methods.

Thank you

Hello, no one has mentioned any time frame. They've taken my apecoin address but have not said when i could expect my funds. If I could have an estimate I'd be happy to wait. It just hasn't been communicated to me.

Good afternoon, I just shared all info since the very beginning, of this case with the Dept in charge, once I have news from them, I will let you know and of course I also asked them to be in communication with you asap.

BetOnline Representative

Hello all,

has there been an update about the transfer of the funds? Keep us updated.

Received last night guys. Thanks everyone! All is good. I appreciate betonline and everyone at Casino Guru for your help!

Thank you for the update Jarred! we are really happy about your news!

BetOnline Casino Representative

Awesome news, Jarred! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.