BonusBlitz Casino - Player complains about inaccurate wagering tracking and poor customer service.

I received 40 free spins from bonusblitz and I then played some games for I received a lot of free spins and I know that my wage ring was at least $150 of the $170 needed and bonusblitz is trying to tell me that their system, since I went at one point under $1, went to $0.00. When the player cannot see their betting, history, or their gaming history, it doesn’t help the player to know how much wagering is left. I have told bonus but their technical team needs to adjust that so that there is an unfair wagering happening here I must’ve at least wagered $200. Without being able to see the history, they can get away with anything, then I go into their chat, and I wait and without even acknowledging my chat, they closed my chat after reading my complaint. I have never had such bad customer service and they need a better system that states my betting history. There is no good reason for any employee to close the chat. I didn’t wager only $40 cash. I got that alone in my free spins, now they’re trying to pull BS. No wonder they have a low rating on your website I can see why.

Dear lc2022,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BonusBlitz Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Do I understand correctly you made bets of above 1 USD and below 1 USD as well?

Were only bets below 1 USD wrongly counted towards the wagering requirement?

If you have a more complete interaction with the casino about the issue saved, could you please send it to my email at tomas@casino.guru?

If you have access to your game history could you please send it to me for us to review?

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

Best regards,

Tomas

Yes, you’re correct. Once it went under $1 the wagering reset to zero. Which means that the player can no longer understand how much wagering they need to be able to successfully complete the wagering. I explained to the agent that their software technical team needs to update a few things on the website, such as gaming history, understanding how much wagering is left without the website, deleting the wagering, because of being under a dollar it should show you all the way to $0.01. I see why your website says they have a below average rating.

Have you requested a more complete gaming history from the casino?

Can you please share with us a sample of your bonus history, where the individual bets wagered are recorded? Post screenshots here or send the information to my email at tomas@casino.guru

Dear lc2022,

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.

They don’t have a gaming history option. That’s the problem. The software development team needs to make sure that there is sufficient information about how much we bet what game and how much wagering is left and bonus blitz does not have that they do not have in my account section that shows that information and it is necessary.

Furthermore the chat representatives close the chat before asking if you have any more questions this is unethical for customer service!

Thank you very much, lc2022, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you lc2022 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BonusBlitz Casino for their help in resolving this complaint.

Thank you!

Hello Peter,

Hello lc2022.

Thank you for sharing your grievance with us through Casino Guru.

We completely understand that you were not satisfied with the fact that you were unable to track your wagering requirements from your side from the moment your balance dropped under $1.00. The tracking was no longer available as the coupon restrictions were removed the moment the balance on your account went under $1.00. Please understand that this setting was put in place exactly because we wish our players to be able to do most of the actions by themselves. 

We appreciate your suggestion to have the wagering visible to the player all up until the balance is $0.01, however, that would mean that no coupon would be removed from the player's account unless the balance is exactly $0.00. We hope that you understand that this would mean that players would have a significantly worse experience where for each new coupon, they would be required to turn to our Customer Service.

Our Team has promptly informed you of your remaining wagering requirements and we have provided additional gaming logs directly to your e-mail as well as to you, Peter.

We hope that we have proved our trustworthiness given that you already had two withdrawals in our Casino that have been finalized instantly. 

Please let us know if you would like us to provide more information.

Kind Regards,

BonusBlitz Management

Thank you BonusBlitz Casino Team for the update. Dear lc2022, let us know if you require any further information or assistance. Thank you in advance!

Close please

Dear lc2022,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter