Casoola Casino - Player complains that she didn’t receive Deposit bonus.

They promise you 100% match bonus, it didn t come into acct immediately so i played assuming it would take maybe 15 minutes to come in Like some casinos anyhow i lost my money fast and the bonus money never came. When i complained they said i had to call them while my money was still in my acct. really shitty. I play in about 15 other casinos around the world every day thus has never happened to me!!!! This will be the 1st and last time i play at this casino

Dear Donna,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked general bonus terms and conditions, and this is what I found https://www.casoola.com/en-gb/termsandconditions/generalbonus:

"Should the situation arise whereby a player does not receive a Bonus when they have qualified, they must contact Casoola, prior to playing with their funds via the Live Chat function or via email at support@casoola.com. Failure to do so may result in the Bonus being forfeited by the player."

I wish I could be of more help but please understand, that we can’t penalize the casino for not giving you a bonus automatically.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Best regards,

Petronela

yes well as I mentioned in my email earlier, people who gamble everyday don t read the rules of the new casino offers, we just join up and expect our match bonus . And if it doesn t show up immediately , that sometimes is par for the course, some casinos take 15-30 minutes before they deposit the bonus so how are we supposed to know ?

Its a cheap trick is all I can say, i ve never been involved with a casino where my match bonus didn t show up !!!!!

But lesson learned , I will stick to the 15 other casinos that I can trust

Thank you have a great day

Dear Donna,

Unfortunately, since you’ve closed your account, I’m afraid, there is not much we can do for you. I’m very sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. I will reject this complaint now. Thank you for your understanding.

We’ve reopened this complaint as per the player’s request.

Dear Donna,

I do apologize for assuming you have closed your account. Considering that you wrote you will stick to other casinos I thought that’s exactly what you have done. I understand that many people don’t read T&Cs before they start playing, nevertheless, in many cases that would be a way how to prevent a majority of misunderstandings.

Please advise how you’d like to proceed with this case? You said that sometimes it takes 15-30 minutes for a bonus to get activated inside an account, could you please advise if you have waited before start playing? 

Dear Donna,

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.

After a closer examination, we ended up rejecting this complaint as unjustified. Please, do not hesitate to contact us in the future, if you run into any issues with any other casino. We are here to help.