The player from Spain is highly dissatisfied with a promotional offer. After a closer examination, we ended up rejecting this complaint as unjustified.
Codere Casino - Player complains that he didn’t receive Deposit bonus.
Amount: €20
Codere Casino
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.
9.1
Codere Casino has a Safety Index of 9.1, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Good, I signed up for a promotion called deposit 20 and we give you 20. I signed up and deposited 20 euros on 09/04/22 but it did not arrive. I contact codere customer service via chat and they tell me the following: From the Promotions department they tell me that you breached Point 16 of the Terms and Conditions. The deposit was made in the same minute you signed up. Point 16 indicates that you have to wait at least five minutes between the subscription and the deposit.
16)
To opt for the promotion, the user must go to the PROMOTIONS tab and opt for the promotion. Each month the user will have to sign up for the promotion again and when making their first deposit of the month, after at least 5 minutes of signing up, they will receive a bonus that will be automatically added to their casino bonus balance.
I understand that it says that once you are signed up and make the deposit of 20 euros, when 5 minutes have passed you will receive the bonus.
I think it's a joke
Automatic translation:
Public
Public
2 years ago
Translation
Dear grave88,
Thank you very much for submitting your complaint and forwarding the relevant communication. I'm sorry to hear about your problem. I have checked the bonus terms and conditions, and this is what I found ( here ):
"TERMS AND CONDITIONS
...
14. To opt for the promotion, the user must go to the PROMOTIONS tab and opt for the promotion. To apply to it, the first deposit after signing up must be at least 5 minutes later. Each week, the user must sign up again to continue participating."
The only reason why a rule like this was implemented could be technical requirements to apply the bonus. Could you please advise if your deposited funds are still untouched inside your account?
Thank you in advance for your reply and I hope we will be able to help you as soon as possible.
Best regards,
petrolatum
Automatic translation:
Sensitive attachment
Sensitive attachment
2 years ago
Translation
No, right now I have 0.08 euros in the account.
Speaking with the customer service they tell me that they do not grant me the bonus because I made the deposit just after activating the promotion and that I should have waited 5 minutes.
I enclose the images of the deposit and the conversation.
Automatic translation:
Public
Public
2 years ago
Thank you, grave88, for your reply. Do I understand correctly that you have played already your deposited funds? If that's the case, I'm afraid we won't be able to help you. We always recommend to our players, in case a promotional offer hasn't been activated automatically, not to play their funds and wait for the casino to fix the problem or for us to intervene. While I fully agree with you that the "5-minute" rule seems to be absurd, if your funds were played already, we are powerless in assisting you.
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 as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
Public
Public
2 years ago
I wish I could be of more help. I’m 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. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
