The player from Germany has tried to redeem a bonus without being successful. After a closer examination, we ended up rejecting this complaint as unjustified.
BETSSEN Casino - Player is criticizing false advertisement of bonus.
Amount: €10
BETSSEN Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
Translation
Hi, I deposited €10 for the welcome bonus at Betssen Casino on 03/06/23 but it was not credited, so I contacted the chat service directly and explained the bonus problem to them without starting to play with my €10 real money.. .whereby she is of the opinion that I had to press the appropriate bonus button before depositing, although I have already found out from CasinoGuru that neither the bonus code nor the deposit option have to be confirmed before depositing.There was only a 10% cashback option before the Deposit to confirm, but then only for Sticpay and Netteler depositors. I made a screenshot of it in my player account and sent it to the chat service, but I get a stupid answer that I should have clicked on it and that retrospectively nothing is possible.
Automatic translation:
Public
Public
1 year ago
Dear Slider38,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise what was the exact reason why a promotional offer couldn’t have been applied to your account properly? Have you tried communicating this issue with the casino directly?
Could you please confirm that the following bonus is the one that you have tried to activate?
If there's any relevant communication, please forward it to petronela.k@casino.guru.
Thank you in advance for your reply and I hope we will be able to help you as soon as possible.
Best regards,
Petronela
Sensitive attachment
Sensitive attachment
1 year ago
Translation
Yes of course, asked directly for chat service, also have screenshots of the conversation with support, send them by email. There were only 2 options for the deposit. (Sticpay) 10% cashback deposit and 10% for the (Neteller + Skrill) deposit.
I always read through WelcomePackets for minimum deposit, withdrawal limit, implementation, whether deposit+code etc..
Automatic translation:
Public
Public
1 year ago
Thank you, Slider38, for the clarification. I have created an account as well to see where the available bonuses would be displayed. Before placing any deposit, this is what I saw inside my account.
I understand now, that 125% wasn't available inside your account at all. Please understand if that's the case, there's not much we can do for you. Not all bonuses are available for all players. I agree that it would be ideal if only attainable promotional offers would be visible on the website for a player, but this was a general offer, and if it wasn't possible to activate it when you placed your deposit then we are powerless in helping you. Please understand that we can't force casinos to reward their players with a specific offer.
I hope this explanation will be satisfactory for you. Please let me know if there's anything else we could try to help you with otherwise, I will be forced to reject your complaint. Thank you for your understanding.
Public
Public
1 year ago
Translation
I also sent screenshots of the chat service histories to your email, have you checked that out?
Because the chat service was of the opinion that I would have to click and confirm the 125% first deposit option before the transaction, so it gives me to understand that I was also entitled to it like everyone else officially..
As I said before, this 125%button was not available though.
But support accuses me of not paying attention, in the sense: my fault.
In my opinion, if then I rather suspect errors in the system (technical errors).
But it's not so important to me because of the 10€, but much more important to equality like everyone else...
My 10€ are a bummer
welcome claim are puddle,
as if that weren't enough, I have to put up with an insinuation from the chat service.
Automatic translation:
Public
Public
1 year ago
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
