BitStarz Casino - Player's promotional bonus has not been granted.

The casino sent me an email offering a promotion "Nick200" which offers the user 200 additional free spins at the time of registration on top of the standard bonus.

I entered the promo code, and deposited, and noticed that I just received the standard sign up package. Luckily, i took a screenshot of the offer so I planned to quickly have the issue resolved by customer service.

I have now contacted support two seperate times. They have looked at the screenshot of my deposit. It shows the promo code entered, it shows the promo code being valid, and it shows the promo code being applied and what the deposit will receive. Both of these support staff people have looked at this, and then told me that I didnt enter the code, therefore, they are unwilling to add the spins to my account.

Its a total joke. They looking at a blue sky and telling me the sky isnt blue. They are looking at a screenshot showing I entered the promo code, and telling me I didnt enter a promo code.

And the fact that they are willing to lose the business over something like this is ridiculous. I contacted them before placing any wagers, and they were still unwilling to make any attempts to help me. Instead they told me that nothing could be done, followed by a condescending high five emoji.

I feel i am obiously entitled to the offer as it was described originally.

Dear etouchthesky,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue. I have checked the Bonus Terms and this is what I found:

3.13 Only one bonus can be claimed at a time. Deposit related bonuses cannot be "stacked". BitStarz.com management reserve the right to void any bonuses and/or winnings obtained by fraudulent behavior.

Could you please confirm that you accepted the standard welcome bonus when you created your account?

Could you please specify when exactly you entered the promo code NICK200? Was it during the registration process or during your first deposit?

Moreover, it's important to note that each casino has its own unique bonus policy and reward system. A bonus is essentially a gift from the casino, and it's up to the casino to determine if you qualify for it and what rules apply.

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

Best regards

Veronika

NICK200 is simply an alternate welcome bonus that offers 200 additional spins to the standard first deposit bonus. Nothing is stacked. It is simply a bonus code that offers a bit of an incentive compared to the standard offer.

Could you please send me the email that contains the information about this promotional offer? Also, kindly forward me your bonus history as well as any additional communication that you might have had with the casino.

My email address is veronika.l@casino.guru. Alternatively, you may post the screenshots here.

Thank you very much.

Dear etouchthesky,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.