BRAZILbet Casino - Player’s bonus not released despite meeting requirements.

The bonus on the first deposit is still not unlocked for me, even though I fulfilled the conditional turnover a long time ago. I am wagered almost triple more money than I should have (24,000 RSD).

Dear dancerreddevile,

Thank you very much for submitting your complaint.

I’m sorry to hear about the issues you’re experiencing with your first deposit bonus. To help us better understand and investigate the situation, could you please provide a bit more information?

• Could you specify the exact terms and conditions of the bonus that you were provided with when you made your first deposit?
• Have you received any communication from the casino regarding the status of your bonus? If so, could you provide screenshots or details of these communications? My email address is petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Additional comments from the player:

Hi there 👋 Petronela, 

I hope you are well. About this complaint; it's very small amount, less than 50$ free bet chips. And isn't withdrawable. But this complaint isn't about money, is about fairness of casino. This is just another trick against player. Casino don't count wagering fairly. I am deposited 20$, as a first deposit. My bonus is 45$, but it's locked. Wagering is x5, I must to wager 210$, with real money. I am rollover more than 500$, but in progress bar I am on 88% of wagering fullfil. Casino simply rigged on counting. I played for 10$ slots, progress bar shows less than 5$ . In my transaction history you can see how much money I am rollover . 

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

Hello there,

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

I would now like to ask BRAZILbet Casino for their help in resolving this complaint. We would like to know what is the issue with the bonus and what can we do to help the player receive their winnings.

Thank you!

We would like to ask the 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’ which may negatively affect its rating.

I don't think the casino cares much about the rating, considering that it is a small regional casino only from the central part of Serbia. I also think that they haven't even heard of this site, that's why they don't respond, they simply don't know what to say here. I personally don't care much about their answer either, primarily because the sum of money is less than $50. I just wanted to put it on the record, which all casinos use to deceive players.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. The casino's regulator doesn't offer a way to file an official complaint and there is no any ADR service to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter Cole