The player from the United States had deposited $100 and received a $150 bonus but faced issues accessing the bonus to play Betsoft games. Despite multiple chats and assurances, he was only allowed to access limited options like Landmark Slots and scratch cards, which frustrated him. Attempts to resolve the issue with management resulted in unsatisfactory responses. The complaint was ultimately rejected due to the player's lack of response to requests for further information, which prevented any investigation from being conducted.
BetUS Casino - Player faces issues accessing bonus after deposit.
Amount: $150
BetUS Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.8
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
Public
Public
3 months ago
DEPOSITED $100 WITH $150 BONUS. PLAYED CASH DOWN AND COULD NOT ACCESS BONUS WHICH I ASSIGNED TO BETSOFT. ON CHAT MULTIPLE TIMES EXPLAINING BONUS SHOWED BUT CANNOT ACCESS. KEPT TELLING ME SPENT BONUS ETC...FINALLY CB AM AND AFTER ANOTHER 20 MINUTE CHAT WAS TOLD BONUS OK. ENT TO BETSOFT AND COULD NOT PLAY. SYSTEM ONLY ALLOWED ME TO ACCESS SOMETHING CALLED LANDMARK SLOTS AND SCRATCH CARDS, PILE OF CRAP. FINALLY DISGUSTED AND TRIED WHAT THEY GAVE ME. DONE IN 5 MINUTES AS EXPECTED.RTP WAS PROBABLY NEGATIVE. CALLED REP WHO SAID NOT MY PROBLEM SO SENT ME TO CASINO MANAGEMENT. EXPLANED. SAID LET ME SEE?? CANT HELP YOU. AROOGANT SOB. FALSE REPRESENTATION OF BETSOFT BONUS. NO HELP CHAT. CHAT SCREWED BONUS ASSIGNMENT. MANAGEMENT BASICALLLY TOUGH SH**. THIS IS A GOOD CASINO BY RATING??????
Public
Public
3 months ago
Dear roseampop43,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. However, I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.
If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me at veronika.l@casino.guru if there is anything else I could do for you regarding your complaint.
Best regards,
Veronika
