BetVili Casino - The player's bonus was not credited.

I deposited for the welcome offer which is supposed to give you spins every day for 10 days. I got my first day of spins then when I went back for my second day they had all been cancelled. I talked to support, well tried to, and I got a message back three days later. They said they would contact the relevant department. After about a week I talked to support again, which apparently is only available for a few hours on Sundays, and they told me that they would give me the spins. Support told me that the spins should be in my account and I would have to claim them. They weren't there. I was then told they would contact the relevant department again. I was okay with this at the time, but now it's been three weeks! And I've messaged multiple times and they r just stopped answering me. Live chat says they are on vacation and will be back Sunday Jan 3rd, it's the 21st! It's even said they were online I sent four messages and gotten nothing.

Hello Ripjacker99,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BetVili Casino. Allow me to ask you a few more question before we would move forward.

Did you ever use any bonus before? Did you complete the wagering of the free spins from the first day? Did you deposit or played since the spins were not credited?

Looking forward to your answer and I hope we will be able to help you out.

Regards,

Nick

I only deposited the first time. I did not complete the wagering of the initial bonus or spins and I did not use any other bonus. I played on the first day lost the wager and the spins and then when I went back for day two of the spins they were all cancelled and the initial bonus read as "lost"

Dear Ripjacker99,

And what happen with the other spins since then as you were supposed to get 10 every day. Did you get them or all of them are canceled aswell?

Thank you Ripjacker99 for all the information. I will now forward your complaint to my colleague Tomas who will be assisting you from now on.

Wish you best luck resolving it.

Thank you! It should also be noted that I was told they would reimburse me the spins and said I would need to claim them but the option never became available and I was told it would be forwarded to the appropriate department again. That was right before I stopped receiving answers altogether about 3 weeks ago.

Hello Ripjacker99,

I will take care of your complaint From now on. I would like to invite representatives of BetVili Casino into this complaint thread in order to help us resolve your issue and provide us with an explanation for why the free spins were not credited to your account.

We would like to ask BetVili Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hello there everyone!

@Ripjacker99 We reviewed the account and found that the spins were credited on time each day according to the terms, but they became expired because you didn't claim them within the 24 hours. As you should know, those are the daily spins with the 24 hours expiration date, which means that they must be claimed and wagered within a day.

Since we can not be 100% sure why exactly those spins got expired - technical issue from our side or the wrong timing by you, we will award you with the rest of them (270 free spins) on your account whenever you wish, make sure you get back to us with the exact day when you can claim and wager them and we will activate it.

Also, we apologise for any inconvenience you experienced with customer service; the online chat is currently disabled as we face some changes; however, be assured that it will be reinstated as soon as possible. Before that, you can always send us an email at: support@betvili.com

The spins were not credited on time. All of them said cancelled on day 2. When I spoke to support I was told the spins would be credited to my account. If you would look at the pictures I submitted you will see they all say cancelled and not expired. I tried to get in touch with support staff who apparently only work on Sundays and then after being told multiple times that they would be credited and they would forward it to the relevant department then I just got silence for weeks.

Although I definitely do appreciate your willingness to add all the lost spins so I am definitely happy with that! Thank you I appreciate it 🙂 I can use and wager them today Feb 2nd or tomorrow Feb 3rd. Whatever works for you. I'm flexible at the moment.

Hello all,

Thanks to the BetVili Casino team for the reply. Your cooperation on the matter is much appreciated.

Dear Ripjacker99, please let us know if the spins were successfully awarded to your account and whether your issue was addressed to your satisfaction. Thank you.

Dear Ripjacker99, we observe a discrepancy between our records and the screenshot you provided, which is why we're ready to credit the 270 spins once more today. Our customer center will email you regarding the details, make sure you check your email and your BetVili casino account.

Enjoy and best of luck!

Awesome thank you so much! I appreciate your response Betvili and thank you to casino guru for facilitating this!

Hello! I still haven't recieved my free spins. Also one thing I noticed is now the live chat option seems to be disabled and my second deposit bonus offer is no longer there as well This pic is what I get now when I do go to the live chat area from the footer of the casinos website

Still have not recieved the free spins

Dear Betvili Casino team,

have you attempted to award the player with the free spins? Please explain the situation to us. Thank you.

Hey thre again,

Yes, we attempted to award the player with free spins, but our developers discovered a bug, which was the initial cause of canceling those spins for the first time.

At the moment, the problem has been resolved, and the spins have been successfully awarded; dear Ripjacker99, please check your account.

Awesome thank you so much! I'm glad the bug was sorted and that does explain a lot tbh. Thanks! I appreciate it 🙂

We're also relieved that it's all been resolved.

The chat is indeed disabled for a while, but in case of any questions/concerns, please do not hesitate to contact us at: support@betvili.com

Best wishes!

Dear God! Let me check with devs again and get back to you.

Meanwhile, given that the free spins do not work, would you prefer to receive a regular bonus instead?

270 spins at 2 cents each equals 5.4 EUR; we can credit your account with a 6 EUR regular bonus under the same terms as the free spins; what do you think?

I'm perfectly fine with that 🙂

Is it 2 cents a piece? Not 20? Haha either way I'm not super picky I'm fine with a bonus though. thank you for your willingness and efforts resolving this!

Regrettably, yes, it is only 2 EUR per spin!

6 EUR is credited with the maximum withdrawable amount of 100 EUR, and you will see the funds in your balance as soon as you claim it.

Please confirm that you can use the funds.

I'm happy with that Thank you!

Okay got the bonus! This is now resolved thank you for your time and efforts belvili and casino guru!

I am glad to hear you managed to reach an agreement with the casino regarding the bonus, Ripjacker99! Thank you for your cooperation. We will now close it as ‘resolved’ in our system. 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.