BitStarz Casino - Player has not received a bonus.

So I got a bonus code for 40 free spins the bonus code was BITGATE and the instructions were when you make a deposit enter the bonus code right underneath where you make the deposit and then continue with your deposit and once your deposit goes through you will be credited the free spins there was no deposit amount and so I did that and said applied I made sure I followed the directions to achieve and made my deposit my deposit went through I I was not credited the free that was two days ago I talked to support till I was blue in the face and I emailed Nick who supposedly head of the casino yesterday on the same place where I got the first bonus code from I in the same exact way made another deposit with the bonus code wild Chicago 30 for 30 free spins from wild Chicago the game I followed the directions the same way made the deposit the deposit went through and I was credited 33 spins for wild Chicago I then did a screen recording of the and how that when you enter the bonus code and if it applies it to your account it lights up green meaning it is active and if it doesn't then it lights up red and says not available for your account I never received the 43 spins and Nick and the casino support team are telling me that that's not how you enter bonus codes well then there shouldn't be that option available and the fact is that's false advertisement which is against the law I added in screenshots of where I entered the bonus code and the bonus code word applies it to it and says active where it shows up green and then I also included a screenshot of a bonus code that's not valid and how it lights up red and that if that's not how you enter the bonus codes then the option shouldn't be there and the if that wasn't how you do it where I got the bonus codes from that was their directions on how to do it they wouldn't promote that and the fact that they do and it went through the second time but not the first time and they're not trying to honor it is false advertisement

Dear wiessroni,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please clarify how you found out about this bonus? Do I understand correctly that it was offered to you by a casino representative?

Also, do I understand correctly that the bonus wasn't credited to you because according to the casino, you didn't activate it correctly?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I googled it there's the screenshot of where I got the bonus code from and there's the screenshot of it telling me how to apply the bonus code to your deposit or the directions on how to redeem the coupon or whatever and when I did it and it didn't go through and I brought it to the casinos attention they told me that that's not how you apply bonus codes you do it through the rewards section what is false because in a previous conversation I had with casino staff they told me that if we email you reward codes you go to the rewards section and enter those codes there and you redeem bonus codes well making a deposit and so when I brought this up to the support team they told me that that information was false and that not how you activate bonus codes it's confusing is all hell and I'm like if that's not how you enter the bonus codes why is the direction say to do it that way why when I enter the bonus code that way does it light up green and say applied and literally says this bonus code is valid and if it's invalid it lights up red and says this bonus code is not applied to your account that is false advertisement if they do not honor it if that's not how you enter bonus codes that option should not be there period

Thank you very much for your reply, wiessroni. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.



I try to upload everything but it won't let me so I sent it to kristina.s@casino.guru

I reviewed everything you provided. I apologize, but we cannot proceed with this complaint. First of all, please note that the bonus you tried to activate is a no-deposit bonus, which means that you do not have to deposit in order to receive it.

Moreover, this bonus seems to be offered by a third party, not this specific casino, and we cannot penalize the casino for not granting it to you, nor we can force the casino to give you such a bonus. You received a clear and reasonable explanation as to why the bonus wasn't given to you, and I am afraid there is not much more we could do.

I can only recommend that you double-check each promo code with the casino's support to find out if you are eligible for the offer.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.