ClubRiches Casino - The player's bonus was not credited properly.

Hello

Again, I have this problem, same like in a recent complaint (which have I obviously won).

Introduction:

• I deposit often here so I got offered to be able to get 100% bonus for my deposits. I have been using this bonus for any deposit often so far, proving this with transactions and bonuses history throughout recent months screenshots.
• The 100% bonus has usual terms**, although sometimes live chat adds me the no deposit bonus**** instead accidentally and changes it to the correct one by request.
• Based on my observation and talks to the chat representatives they handle at least 2 types of bonuses here - standard deposit bonus** and this casino's "special" no deposit bonus**** (details are at the very bottom of this essay).

Few days ago, I made like 4-6 deposits in a row, while I claimed this 100% bonus with each of those; everything was fine.

Next day, I wanted to repeat that.

To prevent misunderstanding, I usually ask support before I deposit, if I am still eligible for a particular bonus - I ask VERY specifically about the bonus, its type, limits, wagering type, etc. He confirmed me my eligibility and that I will GET THE BONUS either automatically, or he adds it himself manually - no fail possible.

After assured that bonus will be added later, I deposited and support told me that he cannot add he bonus (due to tech issues), I have been told to come later.

Later? I wanted to play, now! As this was solely the casino's fault, why should I carry consequences?

I asked the support guy, if I can play the deposit and get the bonuses later manually by them anyway, with the same conditions. THE SUPPORT AGREED WITH THIS AS WELL AND ENSURED ME I'LL RECEIVE IT.

Bonus was not coming, deposit spent, so I made few other deposits (in total of ~600€ after that) and asked the support to let a note for the relevant team, that I want to get these later deposit bonuses not in one big bonus amount, but in parts based on the deposits parts instead.

Later - again no email received - I went and asked another support to check the progress of my query. Here I met support Anna, which was particularly disoriented and unhelpful at first.

//actually, most of the support here are thought that ALL BONUSES are wagered only by real money. They sometimes literally have no clue what they are talking about.. at least I try to educate them a bit//

Later she at least tried to help. She added bonus - but the wrong one. the "no deposit" one. Asked her to fix it, only excuses and that she needs to escalate to relevant team, again.

Later got email that it's fixed - I check and the new bonus is still the same "no deposit" bonus.

At this point, I felt pretty much riddiculous and finding out what is happening.

Got said, that the relevant department simply decided to add me this one instead, and their decision is "final".

So what is the point?

• User (me) using a 'permanent' bonus with unlimited claims orf other limits
• before deposit: casino support promises user eligible to get the bonus
• after deposit: casino denies to add the bonus without reason

What I want?

• to receive the ~600€ (for my deposits of cca the same amount) as bonus money of the standard type (bonus wagerable by both real and bonus money)
• not receive it in one large 600€ bonus, but in parts (sizing may be based on my related deposits)

**standard deposit bonus:

• wagering with real and bonus funds both

****"special" no deposit bonus (obvious trap for all who reads not T&C):

• wager only with REAL funds ONLY
• all winnings go to BONUS

(basically, you have to deposit and spend the amount of money equal to wagering requirement, like for bonus 50€ with 35x wager you have to DEPOSIT AND SPEND 1750€. Riddiculous, isn't it?)

Hello foofoobarken,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with ClubRiches Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise when did you request for the deposit bonus? How long after that did the casino e-mailed you that it is now resolved? Did you played with the deposited amount or the no deposit bonus provided by the casino or your balance is still since your deposit?

Looking forward to your answer.

Regards,

Nick

Hello Nick,

thank you for your message and your questions - please find the answers below.

When did you request for the deposit bonus?

As I already had bad experiences with this casino's attitude to fulfill his promises and stand its back, the steps for claiming each bonus I follow are these:

• go to live chat & find out, if the bonus is available for me
• if yes, find out, if the operator is able to add the bonus manually if something fails
• if yes, THEN making the deposit

This way it's possible to avoid 99% misunderstandings and ineligible bonuses. As I got only positive answers from support here, I went for depositing - however, even such steps are not enough in case that the casino workers are just peasants, free to talk anything, and later just changing their stances, or simply lying from the beginning.

Background: This 100% bonus has been available for my account long time ago, permanently, without time limitation and as I have proven in the screenshots, I have also been receiving it many times before.

How long after that did the casino e-mailed you that it is now resolved? 

Casino emailed me only once in this regard and I have already sent you the screenshot of this email. It was in the moment, when Anna first added me the wrong bonus, then claimed to escalate the issue and then later she emailed me this:

"...we created a bonus code to claim your 64 euros bonus this time. You can redeem the bonus by entering the bonus code SPECIALFORYOU on your dashboard page. Please note that this code last only today and is only eligible for 1 time. We are sorry for the inconvenience and thank you for your patience..."

One would say that the bonus will be of a different type (the correct one) after this, wouldn't he? However - first, the code was unable to be claimed at all 😀 and second, after I asked to be claimed manually, it appears to be just the same wrong type like before. I consider this either large communication black hole, or simply making fun and jokes of the customers.

Did you played with the deposited amount or the no deposit bonus provided by the casino or your balance is still since your deposit?

No, both are gone - the deposited amount has been spent playing; bonus amount I cancelled myself.

Fortunately, it does not actually matter what happened to them 🙂 I describe the details below.

Why have I played the deposited amount?

As I did exactly what I described in my answer to your first question above, I believe it was deserved to be able to play right after the deposit, not needing to wait until the casino resolves its issues (which I questioned before and they assured that the solution is instant and simple; it just turned out not to be).

Therefore, after I deposited and found out that I am not getting the bonus right away, I requested to be able at LEAST to play with deposit, and to get the bonus credited later, manually (casinos often say "is not technically possible" or alike; 99% of casinos claiming this are just lying - it definitely IS possible. Maybe just not from a clerk with least access level to the system. 🙂 even THIS casino added me several custom compensations after lost complaint, just without any problem)

On my question if I can play with the deposit before the bonus is added, the only thing support reminded me of was that the amount of bets I make before the bonus addition won't be count into the bonus wagering.

If that is the only of the cons.. I would be OK with that.

Why have I cancelled the bonus?

After all the problems and complications and declining attitude from the casino I had chat with one of the support representatives. He has been in touch allegedly with the bonus team; during our chat the bonus team showed zero will and did not even showed a try to find any solution fitting us both or anyhow to change its stance, keeping its absolutist decision. Also, the employee during this chat asked me if "i cannot just play the bonus out" and maybe the correct bonus appears after this one is lost.

So, I cancelled the current bonus as there is no point of having a bonus that 1) anyone can add you again, anytime; 2) you cannot win anything from; and 3) that, based on the support, maybe also "hides" the bonus you actually want.

Thank you in advance for your assistance in this matter.

Best regards

Hello foofoobarken and thank you for the description of the situation. Unfortunately, as long as you have played away the deposit money which was ment to be related to the bonus, there isn't much we are able to do. The casino will almost for sure request a new deposit from you in order to receive any bonus and as you have no longer the balance where the bonus was not credited, they can do it.

Hello Nick,

Thank you for your message.

I would like just to describe the steps again; I believe that to be much more clear after that:

• I asked support if after deposit I get this bonus - either automatically, or he is able to add the bonus manually (or WHATEVER else), - answer was YES
• I deposited, bonus not added - neither automatically, nor manually!
• I asked, if I can at least play the deposit, AND GET THE BONUS ADDED LATER (manually, or however else)
• support assured me I can - the only problem he mentioned will be the fact that my bets won't be count into wagering (as there is no bonus yet, until the bonus is credited - I was okay with this)

Simply, as I had support representative's approval, I believe my request to be rightful and valid 🙂

Thanks

Best regards

Hello foofoobarken,

Do you have a screenshot or saved chat of that conversation where the casino promised it?

Also please be sure that if this happens in the future, do not play away your deposit no matter what the casino says. Many casinos may promise such bonuses but as long as they are not credited instantly after the deposit, there are mostly only troubles with that.

Please, no need to publish this message, thank you. Its not intended to be public but rather for us two.

Yes, I have the mentioned conversation saved.

If the casino requires me to provide it (I don't believe that, as they got all chat logs themselves), I will send out the chat history where i directly requested the support to play the funds before the bonus is credited, while his only concern was about that those bets won't count into wager.

Until they explicitly request this to be provided, please, provide me with partially as much trust as I give you here now and take my word accordingly.

The reason is that I feel that your narrative is significantly different than I am used to received from Matej /head of the complaints/. To be honest, comparing to his unbiased attitude, here I feel that you keep trying to push as much as possible of the responsibility and fault to me. I feel that is not correct. Please, just make sure you read the detailed problem description, not just fly over it 🙂 I know it's long, but it's crystal clear that the casino's fault and responsibility is not even a tiny bit less than full 100%.

It cannot be the right way to ask me to NOT do something that I got approved by the casino ("no matter what the casino says"). The casino controls literally 100% of their system and the money. They can (maybe not the live support, but someone else definitely) add any kind of bonus or real money to any account. They have no limitations, it's their world. I don't understand, why I should be careful when casino claims I can freely do something.

Under such circumstances, how could I even believe them enough to deposit money there? When I couldn't believe that they won't change their word just based on actual weather or mood? 🙂

Please, consider carefully the fact, that I am their client, I pay them money, and in this position, if the casino promises something, it is without a tiny questioning obliged to fulfill that at least in 100% - not to mention the cases when the deposit (or not depositing) is DEPENDENT on what they promise. It's an obligation that should never be questioned.

Please forward the conversation to nikolas.b@casino.guru.

Also please understand that in the early state of the complaint we are trying to get as much information as possible and sometimes even try to resolve it without the casino's help.

Looking forward to your e-mail.

you have it now.

Thank you foofoobarken. I will now forward your complaint to my colleague Matej (matej@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello foofoobarken.

I am sorry to hear about your troubles.

Indeed I understand how you feel. Your intentions were good, but the problem is that the support, in most cases, can give you a bonus when you deposit or before you start to play with the money. Sure later, this is also possible, but usually, they don't have permission in the system to do that, and it is more complicated for the casino but not impossible.

Your most promising point, in this case, is that you are their loyal customer who has already deposited lots of money and only wants what was promised. If this promise is not fulfilled, you can start playing in another casino, and they lose you as a customer.

I would like to invite the casino representative into this case. Please check foofoobarken's comments and try to find a solution for him.

I can confirm that the support agent told him to play with the money and that he would receive the bonus later.

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.

Good afternoon Foofoobarken,

I am sorry to hear of your experience with us here at Clubriches again.

I know previously you have raised a similar query and I feel at this stage I would just like to explain in a bit more detail about the deposit bonus. Once you deposit and qualify for a particular deposit bonus, you need to add the bonus and start playing there and then. If you decide to lose the deposit before you subscribe for the bonus, we can no longer add that particular bonus and therefore that deposit bonus is no longer valid. In regards to the no deposit bonus this is the manual bonus that can be added after the deposit is played. I can see that since August you have had multiple manual bonuses added to your account by our support team.

With this in mind, you have continued to play our casino and are a valued player and therefore as a gesture of goodwill to yourself I will ask for another bonus to be added to your account, so the next time you deposit and play it would be available to you.

I have provided below the terms and conditions that our players must follow when using this particular kind of bonus and would appreciate if you could take a glance at it before you deposit.

Unless specified in promotion terms and conditions each bonus is limited to 1 per household, IP, browser phone and/or email.

There is a 30x wagering requirement on all deposit bonuses. The whole amount (bonus amount and deposit) must be wagered 30 times. If you deposit €20* and get €20* in bonus, you will have to wager the total amount (€40*) 30 times (€1200*).

Stakes made from both bonus and real money will contribute towards the requirements.

If the wagering requirement has not been completed within 30 days, the bonus will expire and any bonus winnings received as a result of using Bonus funds will be lost.

Max bet on deposit bonuses is EUR5/CAD5/USD5/INR500/RUB500/BRL25/AUD10/NZD10/NOK50

Max winnings from bonuses is 100X the amount credited

If you make a withdrawal before meeting the wagering requirements, then you will forfeit your bonus winnings accrued and bonus amount. You can withdraw your deposit and any winnings from your deposit at any time, but you will forfeit any bonus and bonus winnings.

We reserve the right to manage how bonuses are used before you may cash them in, therefore not all bets will count towards the wagering requirements for your bonus. The contribution towards your bonus wagering varies between games as shown below.

As I do not want you to lose out on bonuses once you have deposited, I would keep in mind the above I have confirmed to you so this situation does not continue to happen, as I know it has previously. Taking all this into account, our support team have continued to provide manual bonuses to you whenever you have reached out to them, but I will provide feedback that you have raised a query on this platform.

I apologise for any inconvenience caused, but should you have any further questions please let me know.

Please can you let me know when you have deposited and I will make sure the bonus is added to your account in the next 24-48 hours.

Thank you

Natalie

Dear Natalie,

honestly - you either did not read everything in this thread and thus show disrespect to the parties involved here,

or you are selectively ignoring important parts of this case - or you are simply making jokes of your customers. When support accepts to do something in some way, then finds out an issue and later you simply refuse to fulfill this promise, despite it is not nearly impossible to do (it is actually simply achievable as you could demonstrate in previous complaint, where you simply added me 700 eur of bonus money - magic?) I cannot speak about it else than arrogance and ignorant behaviour.

However - if you are that impudent to offer me, after 10 of my deposits still missing the promised bonus, to offer me to DEPOSIT again and get some bonus to that new deposit - maybe this time also the correct one? - I am 100% sure you cannot be serious at this point.

Just for your reputation I strongly believe that your recent answer was just a mishappen and you actually come out with real statement worth a casino that wants not to be considered liars and fraudsters 😉

And just to stay fact-based - this is your statement from your recent message:

"If you decide to lose the deposit before you subscribe for the bonus, we can no longer add that particular bonus and therefore that deposit bonus is no longer valid."

This is a LIE in the first place, because you CAN add the bonus. You are not doing that regularly and maybe not allowed to do that in certain cases, but I received exactly this kind of bonus few times so I know you CAN. Please, try to be exact.

On the other side - and this is the most important - it is absolutely irrelevant, what the official rule is, as soon as the support assures me something is possible. In that case - and even a toddler knows this - every serious entity in this world backing someone who promised something, would certainly agree with that.

And if not, then casino accepts not keeping its word seriously and does not care about the customer's point of view and overall experience, as well. Please let this sink into your mind, or ask someone in higher management about his opinion.

Thank you

Best regards

Dear Natalie,

Foofoobarken asked the support agent before making a deposit about the availability of the bonus, which an agent confirmed. Then he made a deposit, but because of a technical issue on the casino side, it was impossible to give him his bonus. So Foofoobarken asked the support if he could play with real money and get a bonus later. The support agent confirmed this, so Foofoobarken started playing with his real money balance. However, never got the bonus which support agent already promised.

Good afternoon Foofoobarken,

Thank you for your reply. I can confirm we have read everything from this thread and apologise if you feel that way.

We can assure you that we are not ignoring any part of this case, and have been investigating this for you since it was raised to us. We were provided evidence by Matej from a conversation dated 16/09/22 at 23:04 regarding a €64 deposit which follows you then asking for a bonus to be added. This was not added at the time. We will therefore oblige to make up for this and you will receive the following: a no deposit bonus of €64 that is accompanied with standard wagering requirements, as would have been in place with your deposit at the time.

In regards to your comments about your previous complaint where we added 700 EUR to your account, this was done for you after great investigation and because of the situation at the time of the bonuses that were used by our support team, we provided that credit. Since then you have contacted our support team after using your deposited money asking for another bonus to be added and time after time our team have fulfilled that to you.

In regards to the following statement: "If you decide to lose the deposit before you subscribe for the bonus, we can no longer add that particular bonus and therefore that deposit bonus is no longer valid."

This is not me providing false information, in certain exceptions we are able to add a bonus manually but this should not be done time after time in this kind of situation, as you have mentioned you have received this type of bonus a few times now which realistically should not be the case.

I am sorry that you feel we have not provided the best customer service to you. We of course welcome you back any time as a player but we have clearly explained our terms and conditions to you and on this occasion we will not be providing a refund of 600 EUR to your account, but will apply the bonus you were told you would get by our support team.

If you have any further questions, please let me know.

64 vs 600 is not the best deal.

I would consider fair to meet somewhere in the middle, split the blame and guilt 50:50, and provide me bonus of 250-350 €,

Still tiny chances that i convert it while instead of going out this case as scrooges, we would both leave this satisfied.

(If not, there are no other weapons in my hands, but I - and others as well I think - will still consider this lying, unresolved, and at the border of fraud)

Thanks

Best regards

Also, just a detail - to be honest 🙂 I expected to have this bonus already credited, and thus not be forced to get through your supp representatives, 4 of 5 which may be nice but always add me the incorrect bonus, even after ensuring me, that they know exactly what I mean. Or do I must ask for it in some even more exotic way? .)

Hello foofoobarken.

If I understand it correctly, you made a €64 deposit at that time.

I don't see why the casino should give you a €300/€600 bonus. I have information from the casino that you already claimed a €64 bonus, which you should get that time. I believe this is what you would get at that time and what you were expecting, am I right? If all this is right, I believe that it means that all that happened was fixed, and we can close the case.

Good morning Foofoobarken,

Thank you for your reply.

I have had confirmation from our team today that the bonus has been applied to your account.

I have read through your reply and as mentioned previously in my other message we are not in a position to refund any amount of money back to you, but we have resolved your bonus issue.

I want to thank you for your time in replying to me and allowing me to investigate this case, but if you do have any further questions, please let me know.

Thank you

Dear dispute partners,

thank you for your messages.

Matej, I would like to address your query now - I understand that this case and my explanation style can be overwhelming and impossible to follow or to remember in particular, so I try to summarize it here now to be clear.

I could use 100% deposit bonus without limits, also did that many times. The support confirmed me the future receival of the bonus for the deposits made. In my opinion, that means not only the first deposit of 64€, but also the subsequent deposits will be aligned with this bonus (all made close enough to be considered one bunch), as the failure to add the deposit bonuses is not on my side, and the offer is still valid, so I am being shortened.

The number 600€ is roughly the sum of my deposits made that day or two (not sure, if the first 64€ is count within this sum, or not).

All of these bonuses were then "queued" after the first waiting deposit bonus of 64€, and I considered them all to be summed and added later as well. (to be honest, I would definitely have deposited and played much less, if I thought there will be any problem or that my right to get the bonus will be ever objected)

However. I know, my "right" to receive this will be much more likely to be subject to questioning and denying, much more likely than the first 64€ amount. Because of that I offer to solve it this way, from my point of view very fair way - the casino could credit me half of the discussed amount of deposits as the bonus.

This way I would be satisfied and the casino loses literally nothing, keeps its face and presents itself like it does actually care..

And, for the sake of completion - yes, today I received the 64€ bonus, I appreciate that and Casino.Guru's contribution! However - still I feel that there is a bit more to align regarding this matter, as I described just now.

In my opinion and under these circumstances, one could easily expect even the full 100% deposited amount to be credited - I am trying to show some respect to the casino this way, making it a no-brainer for the casino as well.

Hello foofoobarken.

If you have the same conversation as you sent me for each of your deposits (where support promised you that you would get the bonus), then, of course, you should get them. However, if you didn't ask, then I am afraid that it is up to the casino if they decide to give you the bonuses or not.

To answer your question - unfortunately, no, I have not such conversation also per each subsequent deposit.

Anyway, I would assume that my expectation is legit, given these two facts - I got approved from support that my future deposit/s will be added bonus later, and the fact that the amount of these bonuses has been not limited for me at the time. Based on those, I would consider my expectation appropriate - as well as that or similar compromise, which I offered.

However, yes, you're right - at the end of the day, the decision is usually up to the casino.

Dear foofoobarken.

I believe that all was cleared, and we can close the case. Do you agree?

Just BTW: in most casinos, it is not common to get a bonus after you start playing with the deposit, so please be very careful about it and always ask if you can do that.

Thank you for the advice Matej. I know it's not common, but as I have played at 100+ casinos, I know that in certain situations like this one, given the casino is reputable, everything - literally everything - is possible. That is why I ask that. It is kind of partially compensation for the issue on their side (why would I, as the customer, carry the consequences of the glitches on their side? its always the customer - "sorry the bonus is not available now, come back later".. "sorry, we must contact relevant dept, you will be announced with the result" - but always AFTER the deposit is made! I believe that is unfair and careless behavior, if they do zero effort to make these situations less uncomfortable for the customer. and they DO zero effort - unless you push them into some).

Anyway - after your previous message, honestly, I would expect that the casino will have an urge to react and maybe even show their customer-oriented attitude, crediting me in bonus at least partially of what i deposited there without any bonus - although entitled to receive it.

You understand - I, together with my gambling possibilities, definitely not depend on if they add it to me or not. I just would like to be fair and give them chance that this complaint will be of no damage on their repuration, together with my relationship with them.

Thank you for your assistance and cooperation in any outcome. I appreciate that, maybe more than you'd expect.

Best regards

Dear foofoobarken.

I understand your feelings. However, the casino is the decision maker about if it gives the bonus or not. In your case, they decided not to give you the bonus in the cases where it was not promised. 

I understand that you made deposits and wanted the bonus; however, you could ask the casino to refund the deposit if you did not get a bonus. 

I understand that in many casinos, it is possible to do many things. However, not everything is always possible. (as in this case)

Because the nature of the complaint is solved, I am closing this complaint as resolved before we start a long discussion about how it could be. Please accept that you didn't ask support about the bonuses for the next deposits, and it is not an obligation for the casino always to give you the bonus.