The player from North Dakota received an email with a bonus. However, when attempting to utilize it, they were informed the coupon doesn't apply to their player class. We ended up closing the complaint.
Casino Extreme - Player didn't receive a bonus
Amount: ??
Casino Extreme
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.6
Casino Extreme has a Safety Index of 9.6, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
1 year ago
Sensitive attachment
Sensitive attachment
1 year ago
Casino Extreme sends me this email with a 50 spin coupon but when I go to use it they say its not in my player class
Public
Public
1 year ago
Dear ravenwolf24,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Even though I understand your point of view, please understand, that each casino has a different bonus policy and reward system and we cannot penalize the casino for not giving you the bonus, if you are not eligible for it. Since this looks like a generic promotional email that was most likely sent in bulk to many players, there is not much we could do.
If there is anything else, I could help you with, please do not hesitate to let me know, otherwise I will be forced to reject this complaint.
Thank you for your understanding.
Best regards,
Kristina
Public
Public
1 year ago
Hello - it may be generic but it is basically a promise to fulfill if I go to their casino and use the code sent to me - if they don't want to honour it or if the code is for a specific type of player why send it out in a wide mailing. As a business owner if I send out a coupon for customers and they decide to use them I have to honour them - I cannot tell them that its for a specific customer if I sent it to them directly so I disagree with your assessment. These casinos should not be allowed to send out mass emails and not honour them or hide behind small print etc - but I don't really care now as I will not play at a casino that doesn't honour coupons sent
Public
Public
1 year ago
Thank you for your reply, ravenwolf24. Although I understand your point of view, unfortunately, as I already explained previously, in this case, we cannot force casinos to give you any bonuses or compensate you in any other way. We would really like to help, but it is impossible for us this time.
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.
