Casino Extreme - Player wasn’t able to apply a bonus code.

wouldnt honor the code GURU 60 watse of time

Dear Frank,

Thank you for submitting your complaint. I’m sorry to hear about your bad experience. Could you please provide me with more information and details regarding this matter? I have checked the casino’s website for the bonus T&Cs and this is what I found: "$60 Free Chip will be automatically credited upon redemption of code GURU60. Free Chip come with a 40 times wagering requirement and has a maximum allowed withdrawal of $100. Progressives, Baccarat, Craps, Roulette, Sic Bo, PaiGow Poker, Red Dog, War are excluded games. No multiple accounts, free spins or free chips in a row allowed. Standard free bonus rules apply." 

Could you confirm for me that you didn’t have any other free spins or free chips activated in your account while trying to redeem this specific $60 Free Chip? Did the casino give you any explanation why you have not been able to use the promo code? You can forward any relevant communication to petronela.k@casino.guru.

Thank you in advance for your reply.

Best regards,

Petronela

Dear Frank,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

@Casino Extreme, please could you shed some light on this case? Why the bonus code has not been honored? Thank you very much in advance for your reply.

Hi Frank ,

Unfortunately ,you didn't sign through Casino gurus link which is why you couldn't use this code but you have used another welcome free promotion. Please note only one welcome free promotion can be use per player .

Hope this helps .

Kind regards

Mikey
Casino Management 

Dear Frank,

Please see the reply from the casino above. I have checked the bonus terms and conditions carefully and this is what I found: 

"7.2. New User Welcome Bonus

The following rules apply to a new user free money Welcome Bonus placed at the opening of a new User Account:

If you received a non-deposit based bonus (free chips), you are required to wager 30 x the value of the free chip.

Only one free chip is credited per person, family, household address, email address, credit card number, and computer and shared computers (for example: university, fraternity, school, public library or workplace).

If you have taken advantage of any Welcome Bonus in the past, you are not eligible for any successive Welcome Bonuses."

Are you aware of using any other Welcome bonus in the past? Unfortunately, if this was the case, I’m afraid there is not much I can do for you regarding this matter. Please let me know. I will be waiting for your reply patiently. 

Here is a reply from the player (by a mistake it was filed as a new complaint):

"i replied to the questions by your people and explained personal circumstances of why i had taken the time to answer reply back aside from the answer that Casino Extreme provided  I did not use any other code becasue when my code provided by your site DiD NOT work i wrote a complaint to you guys to investigate it and did NOT go back to their site so i dont know how they could claim i used any other code which is NOT True i have a zreo balance and never played on their site i still have a zero balance so how did i ever play NOT TRUE they are trying to protect their denying my bonus code I would have rather they apologize and that would have been it i dont trust them now since they refuse to accept any responsibility "

@Casino Extreme, please could you provide any supporting evidence? You could send it to my email address petronela.k@casino.guru.

Thank you very much in advance.

Hi All ,

Unfortunately ,this is not true as the customer played slots with our welcome free promotion . In total 216 spins ,wagering of $92.01 and the average bet of $0.42.

If anything else is required ,please let me know .

Kind regards

Mikey
Casino Management 

Casino Extreme, thank you very much for your reply. Please, could you send supporting evidence to my email address (petronela.k@casino.guru)? 

Hi Petronela ,

Evidence sent :)

Kind regards

Mikey

Dear Frank,

I have received a supporting evidence from the casino. Unfortunately, I have to say, that you have redeemed another bonus before and that would be a reason why you’re not longer eligible for another Welcome Bonus. I am sorry I couldn’t help you more with this case. Please, do not hesitate to contact me, if there is anything else, I could help you with. Otherwise, I will be forced to reject this complaint. Thank you very much for your understanding.

I live in an expensive hi ride condos and have had people intercept my wifi on several occasions it has happened to other neighbors also

 as well which Furthermore that part of the problem was solved but several items of identity were intercepted as well which is under investigation if someone under the pretext of being me and used an account please have them send me any documentation at my email

Dear Frank,

I received evidence from the casino, which proves that you have redeemed a different Welcome Bonus in the past. This proof is not based on the same IP address. Unfortunately, I can’t share the evidence with you. I am sorry I couldn’t help you to resolve this case to your satisfaction, but the evidence from the casino is sufficient. If there is anything else that I could help you with, please do not hesitate to contact me, otherwise I will be forced to reject this complaint. Thank you for your understanding. 

I already explained to you that in our Complex wehad a problem with others tapping into our WiFi and stealing our services and identites this has been stopped by law enforcement and property management I'm not the only neighbor who has any difficulties but I never played at that casino after I was unable to use the code 

I as well as other neighbors had a difficult time with things like this because I of this problem and since you seem to be siding with the casino rather than a follower I would appreciate it if you would ask the casino to email the proof not what I  seen from their reply to you which isn't proof at all but only their say so

And that way I will have law enforcement do their job you may at a later time be contacted by the lead detective whose handling my caseand will you please cancel any membership from your guru page as I feel you  would be content in helping out or believing what they told you they never proved anything so I'm sure law enforcement will be contacting that person who sent you that  bogus false information about me

So please remove me from your guru page 

Dear Frank,

I am very sorry to hear, that you believe, I’m taking anybody’s side. Our forum is trying to be as independent as possible and we always try our best when resolving a case. In my point of vue, the proof which has been provided to us by the casino, was satisfactory. I have no other options or possibilities to investigate, only to request and collect evidences.

If you still wish to continue with this case, I would recommend you, to contact Curaçao eGaming (the Licensing Authority). Please be advised: „Curaçao eGaming should only be contacted by players when they believe an Operator is in breach of their license. All disputes with an Operator about a payout, a blocked account, a delay, broken features and so on, should first be taken up directly with the Operator. If no resolution is found there are number of independent bodies you can contact, which should be listed on the Operator website. If, however, the complaint relates to an Operator breaching their license, you can contact Curaçao eGaming directly via their Player Support channel or via the "File a complaint" button below. You must include all the details of your grievance so they can investigate fully. All disputes must be recorded in writing via email so the complaint is correctly recorded."

In order to proceed with contacting the Licensing Authority, please use the link below or please click on the license validator/seal on the casino’s website and "File a complaint" directly.

"https://f584444c-9674-4199-90bf-0d4a90d52596.curacao-egaming.com/sealassets/f9184b2f8f353364da5ab46c99fec317-casinoextreme.eu-4f717bb3f1e93a256a15e554d5513e9c2157f726e5197ca8b7c429c05ace46378f762d71e3e24f41f07435b41ff5a491-c2VhbC5wbmc%3D?status=valid"

If you wish to close this complaint, I will honor your request, but if you allow me, I’d like to keep it opened for a month and wait for you to keep me posted about the outcome from the Curaçao eGaming. I am sorry I couldn’t help you more with this case. Thank you very much for your understanding.

Since we didn’t receive any additional information from the player regarding an actual outcome from Curaçao eGaming , we can only assume, that the issue got resolved. We are rejecting the complaint as ‘unjustified‘.