ClubRiches Casino - Player’s criticizing incorrect bonus offer.

Hello and thank you in advance for your cooperation.

When taking first deposit bonus, I have subscribed to another bonus too - this claims to provide 10 freespins for each 20€ wagered up to 100 spins. (I doublechecked with support that told me

it is perfectly legit to profit of them both at the same time).

I played quite long, wagered much more than 200 eur - I was eligible to receive all 100 freespins. However I received only 10 freespins.

I was sure this is gonna be solved easily - but it was not. I have been told to wait, because the issue is transferred to bonus dept, and that I will be contacted via email.

I waited, day or two. It was workweek that time, I was sure that they must have forgotten about it, so I contacted them again, and got the same response.

Then again and again ...after a week I realized, that this casino is "Rich" only by its name.

However, today I was irresistible and finally got this response:

"...The relevant team confirmed that you haven't be able to receive the bonus as the free spins are credited automatically based on wagering requirements and wagering contributions of different games.

In this case, we can give you a deposit bonus of 100% for any inconvenience due to the issue of receiving the bonus."

(it's a pity that players need to teach casinos, that it's low manner behavior, offering deposit bonuses while taking away earned free bonuses. I read entire terms & conditions and there isn't single word about any decrease in contribution to the wagering for the games I played, just only like 10 slot games I haven't ever played)

So, after more than a week of repeatedly asking for resolution I got this. I am sure that everyone, who has been in touch with live chat at least few times knows, that this response is just diplomatic gibberish - mere empty words hiding the scrooge of the casino.

TLDR: No, this isn't another several-thousand-withdrawal-denied complaint.

Despite that I think the message is clear - do you want to risk your money in such casino, proving being unfair and refusing to take responsibility for the loss they caused, even when it's all about such TINY AMOUNT? Moreover, those 90 freespins were well-deserved, not even close to signup free bonus or similar 🙂

Thank you for reading this novel and thanks in advance for your following effort.

Dear Alene,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. What was the exact reason why a promotional offer couldn’t have been applied to your account? Was it a technical glitch or the fact that different games had different bonus wagering contributions?

Meanwhile, please understand, that we can’t penalize the casino for not giving you a bonus automatically.

Thank you in advance for your reply and I hope we will be able to help you as soon as possible.

Best regards,

Petronela

Hello Petronela,

thank you for your message.

I try to explain it more clearly and quickly as my previous explanation was probably just too verbose 🙂

Casino offers a bonus, where they oblige to credit you 10 freespins for every 20€ you wager (no matter if real or bonus money), up to 100 spins. That means, if you wager 60€ you are entiled to receieve 30 spins, 100€ - 50 spins, and so on.

I asked about this bonus and my eligibility and details, got confirmed that everything is OK.

It is also unrelated to wagering contribution whatsoever, because according to their terms and conditions, all slots have 100% wagering contribution with exception of just a few slots (which I did not play).

However, instead of 100 spins I received 10. So, I was about to solve it - but the only things I received were reluctant and neglectful support representatives and non responding "relevant department" for around a week.

I am just afraid if we both understand what is the issue for me now so let me please summarize it briefly 🙂

First, in my opinion, this complaint is not just all about "some free bonus not added". Actually, the bonus was earned by my deposited money. Nothing like a "free goodwill reward", this was preciously listed offer that was not fulfilled by the casino, in constrast with me..

Second, the casino attitude when solving small-value problems, like this one, pretty much and often also nicely determinates their behaviour and approach to higher value issues and complaints. 😉

So - no tech issue, no glitch, no wagering rules overlooked and my account is eligible, I also got a tiny part of it, they were able to add it, I am also depositor so there is no other explanation other than this casino is simply unfair to its players.

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

Hello Alene.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hello Alene.

You are right, the summary was made at the begging of the case, so we were basing it on your first report. I will update it as soon as possible.

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’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear Alene.

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below.

Although we consider your case as justified, the penalization is going to be minimal, since the matter of the case is about not granting the bonus (extra benefit from the casino). Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru

We’ve reopened this complaint as per the casino'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.

Hello Alene.

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation, and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards, Jozef